Guest Relationship Manager

definition of the role:
manage all activities within the Guest Relations department, to ensure that the guest experience is exceptional throughout their stay and be the first point of contact for all guests during their stay. Take responsibility for the standard of accommodation and service for the portfolio of properties, working closely with the operations teams, including central operations, housekeeping and property maintenance departments to ensure the best possible quality at all times.
Manage all members of the guest relations department to ensure that every aspect of the  guest services proposition is delivered seamlessly.

key tasks:
1.    managing the guest experience
•    lead the daily meeting with the operations team to discuss operations schedules, any new and on-going guest issues, maintenance issues, guest arrivals and guest departures - ensuring that all departments are represented.
•    be the first line of telephone support for guests during office hours and ensure that out-of-hours telephone support is always available, in line with the Guest Charter
•    ensure that the on call phone is supervised at all times, responding to emergencies, guests requests and guest issues as required (See "On call")
•    ensure an accurate record of all in-house guests is always available and ensure that guests terms & conditions forms are completed accurately upon arrival and that guests' contact details are always updated within Matrix

2.    managing the guest communication process
•    communicate with guests prior to arrival, according to the agreed Guest Communication Process, to ensure that they understand the arrival process and that the client have expected arrival times and that any special requirements or requests are accommodated. Ensure that these are communicated to the relevant departments.
•    ensure that all guests receive a welcome e-mail, according to the agreed Guest Communication Process, directly after check-in and confirm emergency contact details, the procedure for reporting guest issues and the day their apartment will be serviced
•    ensure that guests are send the guest feedback request, according to the Guest Communication Process, and that all feedback is recorded in Matrix
•    ensure that every guest receives a courtesy call from the Guest Relations department  during their stay according to the Guest Communication Process and that any issues raised are addressed with the appropriate level of urgency.
•    ensure that all guests are contacted shortly before departure, according to the Guest Communication Process, in order to confirm guest's departure dates and timings, working closely with the reservations team to ensure options to extend are confirmed as soon as possible.
•    correspond with guests prior to their departure to ensure they are aware of our check-out procedure, timings and the process for returning the apartment keys.
•    ensure all correspondence with arriving, in-house and departing guests is recorded in Matrix and ensure that reminders are set for necessary follow ups as required
•    ensure that all guest issues are responded to in a prompt and timely manner and that guests are fully aware of the process for resolution of their issue at all times. Ensure that issues are resolved in accordance with the published Maintenance and IT Charters
•    ensure that any guest complaints are managed swiftly, according to the Guest Complaints Process

3.    managing the guest check-in process
•    co-ordinate the delivery of all aspects of the guests arrival by confirming arrival times, arranging transport (where necessary) and offering directions to ensure the guests safe arrival at the apartment.
•    manage all check-ins and ensure that all guests are met upon arrival, providing them with a warm welcome, an apartment induction and an overview of the local area, as required.
•    ensure a check-in pack is provided for each guest arriving, to contain literature, guests terms & conditions, parking terms and conditions, booking confirmation, property inventory and telephone and wireless internet access details.
•    ensure that every guest check-in conforms with the Guest Check-In Process, regardless of which member of the team is conducting the check-in

4.     managing the on call rota
•    be responsible for planning and communicating the weekend and weekday on-call rota shifts to the team at least two months in advance of when they are required to be available.
•    participate in the weekend on-call rota as both lead and back up on-call and during weekday evenings, as required
•    ensure that the weekend hand-over and hand-back meetings are in the diaries of all staff who are due to be on the weekend on-call rota, as well as representatives of the Guest Relations, Operations, Reservations and Sales departments, as necessary


5.    managing the weekend hand-over and hand-back
•    lead a full hand-over of the emergency phones, on call information, keys and welcome packs to the on-call guest relationship executives, on Friday afternoon before each weekend on-call. Meeting should include representatives from Guest Relations, Operations and Reservations departments, as a minimum
•    lead a full hand-back of the emergency phone, on-call information, keys and welcome packs from the on-call guest relationship executives, on Monday morning after each weekend on-call. Meeting should include representatives from Guest Relations, Operations and Sales departments, as a minimum
•    manage the detailed information in the on-call folder and keep updated at all times with guest details, landlord/management companies, key/permit records and other vital information that could be required at short notice.
•    ensure that the on call folder contains information for guest relations staff about common issues that are likely to be faced by the on-call team, and the recommended solution for each issue

6.    guest relations team recruitment
•    continue to evaluate the ongoing resourcing requirement across all areas of the guest relations team and highlight when additional resources are required
•    ensure that when new resourcing requirements are identified, the recruitment campaign for new guest relations staff is started in good time to ensure that the guest relations team is always sufficiently resourced
•    Work with the HR department to attract the best candidates for the new roles and ensure the smooth running of the recruitment process, according to the agreed HR Recruitment Process

7.    team management
•    manage the Apartment Standards Manager and the Guest Relationship Executive team to ensure that each member of the team is aware when they are on the rota to work.
•    ensure that there is sufficient guest relations resource available at all times
•    take responsibility for the professional development of all members of the guest relations team, including initial induction plans, ongoing training, personal development reviews, salary reviews, setting objectives and performance review and management.
•    take appropriate action with the support of HR, should there be under-performance issues within the team




8.    apartment standards & apartment inventories
•    work with the Apartment Standards Manager to ensure that there is an on-line Apartment Standards Manual available to communicate the minimum standards expected for all operations staff to work to
•    work closely with the Housekeeping Manager and Housekeeping Supervisor team to ensure that a supervisors check list is completed, following every apartment turn-around service
•    work closely with the Apartment Standards Manager to ensure that a pre-guest arrival apartment check is completed on-line and the results returned to the office, following every apartment turn-around service.
•    work with the Marketing department to ensure that all new and existing properties have a detailed Home Information Pack (HIP), providing property specific, local area and contact information for the guest.
•    work with the operations department to ensure that all new and existing properties have an Instruction Manual folder containing a user manual for all electrical appliances and other equipment that is available within each property for the guest to refer to during their stay
•    work closely with the Housekeeping Supervisor team to ensure that a full inventory check is completed immediately following every guest departure, and any missing or damaged items are immediately communicated to the Operations Manager and arrange for their replacement if necessary. Take appropriate steps to ensure that dilapidations and damages are charged to the guest, if necessary.
•    work closely with the Apartment Standards Manager to ensure that a full inventory check is completed at the same time as each apartment standards check, and any missing or damaged items are immediately communicated to the Operations Manager and their replacement is arranged with Operations, if necessary
•    ensure that the existing inventory records are kept updated by the Apartment Standards Manager and new detailed inventories are produced for any properties prior to "going live"

9.    maintenance
•    work closely with the Operations department to co-ordinate all aspects of property maintenance, to ensure the swift resolution of any issues, keeping the Matrix system updated and the guest well informed.
•    ensure that scheduled maintenance checks/audits are carried out on all properties on a rolling basis and ensure that un-scheduled audits are carried out upon members of the guest relations team visiting any property.
10.    housekeeping
•    work closely with the Housekeeping Manager and housekeeping team to ensure the best possible standard of cleanliness at all times
•    ensure that scheduled housekeeping checks/audits are carried out on all properties on a rolling basis and ensure that un-scheduled audits are carried out upon members of the guest relations team visiting any property.
11.    sales team support
•    provide support to the Sales department by offering resource from the Guest Relations department to conduct property viewings with prospective clients, as required.
•    provide support to the Sales department by ensuring that all members of the Guest Relations department ascertain as much company/project information as possible when meeting clients/guests, allowing for future growth and our client base.
12.    training & development
•    work with the Apartment Standards Manager and the Housekeeping Manager to create and deliver training programmes to relevant staff members, such as apartment presentation, key procedures and guest check-in standards training. Ensuring training records are kept updated as required.

13.    health & safety
•    ensure your own safety at all times when dealing with client viewings, guest check-ins and when working remotely
•    be responsible for ensuring that all members of the guest services team comply with the terms of the Personal Safety Procedures by providing training for lone workers to ensure a responsible attitude to personal safety from a staff and company point of view

14.    other
•    dress in smart business wear (business suit) at all times when working in the office and meeting clients
•    take responsibility for the guest relations company vehicle(s) and observe the Company Vehicle Policy at all times
•    build and maintain a good relationship with the property management companies, landlords and letting agents who we work with, keep their details updated in Matrix at all times.

skills required
•    a minimum of four years experience in a client/guest services position from within the hotel/serviced apartment industry
•    strong managerial skills with the ability to manage day-to-day employee queries along with more complex performance issues should they arise.
•    a passion for delivering first class guest experience is essential
•    ability to react quickly to guest issues and ensure their swift resolution
•    excellent attention to detail is essential
•    be flexible, motivated and be able to work individually as well as being a team player
•    be able to demonstrate strong organisational skills
•    proven ability to train and coach a large team
•    excellent IT skills including Word and Excel
•    exceptional interpersonal skills with good verbal and written communication skills
•    must be well presented and comfortable being the "face of the client" when meeting clients
•    must have a full UK driving license and own vehicle which is accessible for work at all times

flexibility statement:

The fast moving nature of the company's business also means that you may, from time to time, be asked to perform roles outside your original job description. This allows the company to utilise its people in the best possible way at all times and to help employees make their contribution to a changing environment.

reporting to: managing director
accountable to: operations manager and commercial director
direct reports: Apartment Standards Manager, Guest Relationship Executive (x4)
working hours: 8.30am - 5.30pm (with flexibility between 8.00am - 6.00pm as and when required) with an hour unpaid lunch break

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