Guest Relations Manager

The Mandrake is an award winning Luxury boutique, Soho situated hotel offering our guests an elegant and arty setting within a buzzing vibe, DJs and live music venue a perfect place to celebrate.

We are looking for the best-talented people in town, that can bring their expertise, knowledge, and passion along with their COOL PERSONALITY, STYLE, and CHARACTER along with dedication and passion for customer service

We are seeking a passionate Guest Relations Manager to join our team. You will be responsible for overseeing the day-to-day operations of the hotel, ensuring an exceptional guest experience, and maintaining operational efficiency. You will be the primary point of contact for guests, staff, and management during your shift, ensuring smooth communication and problem resolution.

Responsibilities:

These include but are not limited to:

• Supervise daily hotel operations, including front desk, concierge, and guest services all in one role.
• Ensure exceptional guest experiences by addressing and resolving any guest concerns or complaints promptly and professionally.
• Maintain high standards of customer service in line with brand standards
• Support the team to achieve service excellence and operational goals.
• Oversee and complete check-in and check-out procedures, ensuring accuracy and efficiency.
• Monitor room availability, rates, and reservations to maximize occupancy and revenue.
• Handle emergencies and incidents, ensuring guest and staff safety at all time
• Ensuring that all guests receive a warm welcome and that their needs are exceed throughout their stay
• Coordinating and collaborating with other departments to ensure that all guest requests are fulfilled in a timely and efficient manner
• Develop and implement strategies to enhance guest satisfaction and loyalty
• Develop and maintain relationships with guests to ensure repeat business
• Performing other duties as assigned
• Ensure compliance with hotel policies and procedures

What you'll have:

• Minimum of 1 years of experience in a similar role in a luxury 5* hotel
• Strong communication, interpersonal and organizational skills
• Excellent problem-solving and decision-making skills
• Knowledge of hotel operations, including front desk, housekeeping, food and beverage, and concierge services
• Proficiency in Microsoft Office and Opera PMS is essential
• previous experience with fire procedures and first aid is advantageous

What you'll get:

• Competitive salary
• Health and medical cashback scheme
• Spiritual wellbeing benefits
• Perkbox membership
• Access to auto-enrolment pension scheme
• Other wellbeing benefits
• Hotel discounts

If you are a passionate and hospitality professional, with a desire to work in a unique luxury boutique hotel, we would love to hear from you!