Guest Relations Manager

Novotel London West Hotel is part of Accor, the leading global hospitality group. It is one of the largest conference and accommodation providers within Accor. The hotel provides the international business community with space for up to 3000 delegates across 33 meeting rooms. It accommodates both business and leisure guests in one of our 630 bedrooms.

We are excited to be looking for a Guest Relations Manager to join our team. We are looking for someone who is experienced in this field and above all, we want someone who enjoys being part of team, working with our clients and is enthusiastic, creative and passionate about what they do!

In this diverse and challenging role you will ensure guests are completely satisfied with their stay and to ensure the service they receive meets or exceeds their expectations. You will establish and develop personal contact with all our guests and be able to handle any guest queries or complaints promptly.

Responsibilities include:

• To work collaboratively with Reception and Duty Management.
• To manage the team of Guest Relations Executives
• To ensure all guests receive an excellent stay as per our hotel standards
• To acknowledge and follow up on guest feedback and complaints with the relevant departments
• To organize informal meetings with long stay guests
• To assist the Guest Relations Manager with the development and implementation of VIP guest procedures
• To be aware of the market trends
• To be visible and available around the lobby area during busy times
• To assist the Front Office team when busy
• To encourage comments and feedback from guests, enabling us to maintain and improve standards

• Previous experience in Guest Relations in a 4*-5* hotel.
• Fluent in written and spoken English
• The ability to build rapport and communicate effectively with guests as well as team members and management
• Excellent grooming and personal presentation
• Diplomacy and self-control
• A creative mind
• A commitment to providing exceptional customer service
• The ability to multitask and work under pressure
• Flexibility in working hours is essential as you will be required to work hours as per business requirements, which may include evenings, weekends and bank holidays.

As part of our team you can have:

• Free night stays in our UK hotels and 50% discount in any Accor Restaurant (T&C Applies)
• Discounted hotel rates all over the world in Accor Hotels
• Continuously learn and develop yourself with our Accor Academy
• Support your wellbeing in your professional and personal lives
• Grow your experience anywhere. Explore limitless opportunities across 5000 hotels in over 100 countries
• Participate actively initiatives to build a more inclusive and sustainable world
• And many more benefits and perks: Our objective is simple: make you grow and give you the spark to unleash your personality