Guest Relations Manager

Overview

One Aldwych is one of the very few hotels in London, or indeed the world that can say it is truly independent. We like to think we do things differently, always with a warm, friendly spirit. Our story is very much our own to write and we invite you to become part of the next chapter.

Designed to be more than just a place to lay your head, each suite and bedroom at One Aldwych embraces a contemporary, stylish character ready to host, cocoon and enchant. Bespoke furniture and fittings were either crafted by British manufacturers or pay homage to the sense of modern, independent Britishness that we represent.

We believe One Aldwych is the hotel for Londoners at heart, wherever they might be from. For the curious minded, you have access to the finest entertainment and cultural adventures, positioned as we are on the doorstep to galleries, museums, West End theatres and the famous Royal Opera House.

Our promise to you

• 28 to 32 days holiday per year (increase with years of service)
• Complimentary stay including a food and beverage experience
• Career planning - regular performance reviews
• £1,000 "Refer a Friend" scheme
• 50% Discount in Food and Beverage Outlets
• Cycle to work scheme or season ticket loan
• Uniform and meals on duty
• Discounted friends and family rates
• Employee assistance programme
• Reward programmes, long service awards and staff recognition incentives

What you will bring

• Our success is built on the strength of our independent spirit and the passion for high standards our employees bring and grow
• As part of our Guest Relations team, you will strive to create memorable and personal experiences for our guests at all times
• You will be good at working independently, using common sense but also comfortable as part of a team, and always meticulously presented
• Previous experience in a luxury environment is an advantage

Your responsibilities

• Pro-actively be a role model and support the team to engage with guests and create superb guest experiences
• Passionately create superb guest experiences through building authentic connections with our guests and by promoting pro-active and anticipatory service
• Act as the main point of contact for key designated guests ahead of, during and following their stay
• Pro-actively lead the collection and maintenance of records to include guest preferences, profile & visit notes and data from all departments across the hotel enabling the team to anticipate our guests needs and elevate their experience
• In collaboration with the Duty Manager, respond to guest comments and feedback, ensuring complete follow up and that the team act promptly to any guest issues making sure to find resolutions.
• Closely monitor SRG guest reservations, ensuring preferences and expectations are not only met but exceeded. This is to include reviewing allocations and ensuring the “Five a Day” SRG process is coordinate and executed.
• In collaboration with the Rooms Division Manager, Reception Manager, Reservations Manager and Head Concierge identify which guests will be contacted directly by whom, to create a seamless experience
• With the support of Concierge, devise and tailor guest itineraries using expert local knowledge and experience and identify gaps in those itineraries so that we can effectively anticipate the guest requirements during their stay
• Co-ordinate guest welcome cards, amenities and gifting, including bespoke and/or tailored amenities and/or gifts, for all SRG guests
• Perform check-in and check-outs for our key designated guests tailored to their needs using The Library where appropriate
• In collaboration with the Rooms Division Manager, Executive Chef and Food and Beverage Operations Manager, create and continuously review the complimentary guest amenity program and also the paid amenity program
• In collaboration with the Executive Housekeeper and Rooms Division Manager continuously review the complimentary In Room Personal Bar offering and make recommendations to the Leadership Team of potential improvements
• Lead guest room pre-arrival quality checks with the Executive Housekeeper, which should include all Suite arrivals and first time guests.
• Lead operational meetings, in particular the Weekly Arrivals Meeting, ensuring that all stakeholders are fully briefed on key guest movements and requirements
• Consistently look for new ways to enhance our guest experience and present these to the Hotel Manager and General Manager
• Be the main liaison with the Executive Assistant to ensure operational execution of Press, PR visits and other SRGs booked via the Executive Office
• Be flexible with working hours and in collaboration with the Rooms Division Manager, identify when you are required in the operation to greet key guests and look after their needs
• Be fully conversant in all of our hotel facilities including our key story telling features; including but not exclusive to our sense of place and our Covent Garden community, our art, our history, our curators, our sustainability and our use of British designers (Robert Angell), producers and suppliers