Guest Relations Manager

"Why work for Pullman London St Pancras?
We welcome you as you are! We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore limitless possibilities within the company. 
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. 
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

We are looking for a FUN, PASSIONATE & EXTROVERTED Guest Relations Manager who wants to join our FANTASTIC FRONT OFFICE TEAM at our VIBRANT central London hotel. Pullman London St Pancras has 312 bedrooms and 17 meeting rooms, including the Shaw Theatre.

Responsibilities

• Ensure the smooth operation of the Guest Relations Department, working in conjunction with the Front Office team as well as the hotel
• Be the main contact for guests in the hotel and be there to professionally and efficiently manage all feedback which have been raised by guests
• Be the main driver of exemplary guest service and lead by example
• Engage with the staff to build meaningful relationships with guests
• You will act as a point of contact for all guests using the lobby area as a base
• Ensure that the team comply with company brand standards and audit controls
• Assist the Welcome Manager to monitor and coach the Front Office team’s performance and assist in their personal development
• Ensure that all fire drills, evacuations or security alerts are professionally managed in accordance with the health and safety procedures
• Ensure that the Hotel’s well presented at all times, with particular reference to the cleanliness, internal and external maintenance
• Ensure that the guests are completely satisfied at every stage of their stay, from check-in to check-out and you will need to liaise with all departments where necessary
• You will report to the Operations Manager and will be responsible for the management and training for your team of Guest Relations Executives
• Carry out Senior Duty Management shifts as per rota

Experience

• Knowledge of OPERA Cloud is desirable
• Previous experience in a similar role in a busy hotel environment is essential

• Bonus Breaks: Enjoy two complimentary one or two night stays per year at other Accor properties across the UK
• Pension Scheme: Secure your future with our contributory pension plan
• Employee Benefit Card: Take advantage of discounted rates at Accor Hotels worldwide
• Complimentary Meals: Free meals provided whilst on duty
• Wellness Perks: Free access to the hotel gym
• Employee Assistance Programme: Confidential support available 24/7
• Annual Leave: Up to 33 days of annual leave per year (including public holidays)
• Bonus: 10% Annual Bonus

Salary: £38,410 per annum + 10% Annual Bonus

The successful candidate must already have eligibility to work in the UK.