Guest Relations Manager, The Savoy

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

Job Title: Guest Relations Manager  

Department: Front of House  

Inspired and Supported by: Director of Rooms 

Your purpose will be:  

The Guest Relations Manager is a part of the Rooms Division Management Team and manages the hotel lobby and arrival/departure experience within the hotel. They ensure accurate communication between department managers, following up on guest requests and problems. The Front Office is also the natural place where guests direct comments, questions, suggests and concerns. The Guest Relations Manager oversees day-to-day operations and supports the Front Office Manager and builds a liaison between other departments and operations. 

You will be accountable for: 

• Driving a high performance culture, setting clear expectations, empowering your team and holding them accountable. 

• Ensuring the execution and continued enhancement of The Savoy guest experience 

• Initiate guest contact with regular guests and Fairmont Presidents Club members, and VIP’s, by telephone call, pre arrival email and “meet and greet” in order to create customer loyalty to the hotel and brand. 

• Active participation in pre-convention meetings, weekly operations meeting and awareness of the key points for each group arriving at the hotel and the communication of these points to the team. 

• Act as a point of contact for all guests during their stay and undertake Duty Management responsibilities. 

• Looking after, media, influencers, HNI, long stay guests, leisure and transient business, ensuring they have the most anticipated stay.  

• Liaise with all other departments in the resort in order to assist in facilitating complete guest experience. 

• Create and constantly keep updating a strong preference database.  

• Manage colleagues in the Front Office environment effectively and liaise with the other leaders in the Front Office environment.  Assist in the chairing of monthly colleague meetings to maintain communication of key activities and business information to the team and encourage colleague participation in achieving the departmental goals and objectives. 

• Ensure the constant cost & inventory control of all items ordered by the personal concierge team and work with the Director of Front of House in sourcing new items 

• Continued contribution to key measures for Brand, Guest, Colleagues and Owners. 

• Ensure the Health & Safety of all colleagues and guests and the participation of a representative of the department at monthly meetings.  Have knowledge of and communicate to the team the Crisis Management plan for the department. 

What you will need to do in this role? 

• Experience at managerial level within a large luxury front of house environment 

• Proven effective development of others 

• Excellent interpersonal and communications skills, both verbal and written 

• Enthusiastic and positive personality with the ability to build trusting relationships 

• Highly organised, goal and results oriented person 

• An exceptional level of attention to detail 

• Hands on operational style with high visibility within the team 

• Good management in under pressure and confidence to handle crisis situations 

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues. 

What’s in it for you?

• Competitive salary and benefits including pension and life assurance
• 31 days of holiday including public holidays (increase to 33 days after 5 years)
• Cashback scheme for everyday wellbeing/healthcare expenses including Perkbox
• Special rates for Savoy colleagues and their friends & family and discount across Accor hotels worldwide
• Fantastic colleague rates in Fairmont and Raffles hotels worldwide that includes friends & family
• Free stay at The Savoy after successful completion of probation
• 50% discount at our iconic American & Beaufort Bars
• 50% discount at our world-famous Afternoon Tea
• 50% discount at our spa and florist
• 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill
• 20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890
• Laundry services & dry cleaning for uniformed and non-uniformed colleagues
• Colleague gym facility and Virgin Active gym membership discount
• Employee assistance programme
• Annual optician reimbursements for eye tests and glasses
• English language classes
• Colleague restaurant
• Local F&B, retail and gym discounts
• Interfaith prayer room
• Wellness room
• Cycle to work scheme