Guest Relations Manager

Location Description

Mercure Aberdeen Caledonian is an elegant Victorian hotel in the city centre, overlooking Union Terrace Gardens.

 

Job Description

A diligent Guest Relations Manager epitomises trust and reliability, assuming ownership of front desk operations with innovation and adaptability. Their commitment to guest service excellence resonates in their approachable leadership, fostering team loyalty through integrity and an unwavering pursuit of high standards. They adeptly oversee diverse reception tasks, showcasing unwavering dedication to exceptional service and ensuring seamless guest experiences during their stay.

KEY ROLES AND RESPONSIBILITIES

Evaluate and action guest feedback to ensure positive and consistent service results.

Consistently focus on ways to improve and drive customer service standards within your department.

Manage and coach all reception/front office team members to ensure brand/company standards are adhered to at all times.

Understand and review brand standards to ensure your department is compliant at all times.

Understand and be aware of average room rate, occupancy and be aware of budgeted and actual department figures.

Control payroll costs for the department in line with budget and forecasted business levels through Sona.

Be knowledgeable on the hotel occupancy at all times to maximise commercially when selling rooms.

Maximise on commercial opportunities by taking every opportunity to upsell within your department and hotel, also drive your front office team members to do the same.

Monitor all guest accounts ensuring all charges are posted correctly with supporting documentation, working closely with the revenue and finance department to ensure accurate accounts, including allowances and adjustments.

Take reservations in line with company and brand standard.

Lead and promote a positive working environment, driving for excellent engagement from your team.

Maintain effective communication with all departments in the hotel.

Plan and prepare training plans for your team to encourage upskilling within the reception team.

Encourage ideas for improvement from employees, in order to create a versatile team.

Ensure all equipment is used in a safe and correct manner in line with company guidelines and risk assessments.

Complete performance reviews and regular catch-up meetings with your team, ensuring any concerns are addressed appropriately.

Set and distinguish clear objectives for you team in line with the hotel business plan.

Train and coach employees in the front office department and create development plans for continual professional development.

Ensure good working relationships with all colleagues in your department and hotel.

Be aware of and comply with all company and hotel rules/standards as laid out in the TROO team member handbook.

Complete all online training within the required timeframe and attend training as and when required.

Present yourself well-groomed and in full uniform as per the company standard.

Understand and adhere to the company cash and key policy, health and safety policy and fire safety procedures at all times.

Understand and adhere to the company food safety policy and allergen procedure as laid out by the hotel and company.

Understand and deliver excellent TROO service standards at all times.

Operate IT systems in line with company standards where required.

Be fully aware of and observe correct and current liquor licensing laws.

Troo Benefits

• Pension Scheme: Gear up for the future with our pension scheme that ensures your financial stability.
• Heroic Employee Assistance Programme: We care about your well-being, which is why we offer an Employee Assistance Programme to provide support and guidance when life throws its curveballs. Consider it your trusty sidekick in times of need.
• Fantastic Food & Beverage Discounts: Calling all foodies! Enjoy mouthwatering discounts at our partnered restaurants and bars. Savor the flavours and make your taste buds dance with delight.
• Mind-Blowing Employee Discount Rates: As a TROO Hospitality team member, you get exclusive access to unbeatable travel discounts. Extend the adventure to your loved ones with Friend and Family Rates, making your travel dreams a reality at unbeatable prices.
• Perks Galore with Reward Gateway: Get ready for a treasure trove of perks and discounts through our partnership with Reward Gateway. Explore a world of exciting offers on entertainment, fitness, shopping, and more. It's like having a magic box of goodies at your fingertips!
• Refer a Friend Scheme: Spread the word and reap the rewards with our Refer a Friend Scheme, where you can share the greatness of TROO Hospitality and enjoy bonuses for every new recruit.
• Long Service Incentives: Dedication deserves celebration! Our Long Service Incentives honour your commitment with special rewards and recognition for your loyalty over the years.
• Meals on Duty: Fuel your success with free meals on duty, ensuring you're nourished and ready to conquer challenges during your work hours.