Stoke Park Careers

Job Details

Title: Night Guest Relations Manager

Department: Front of House

Job:
Night Guest Relations Manager

Department:
Front of House

Reporting to:
Reception Manager

Responsibilities:

To be a professional and efficient point of contact for all guests and members of Stoke Park and ensure that they receive the highest standard of service and co-operation at all times, whilst ensuring the smooth running of all areas in both Mansion and Pavilion.

Criteria:

To ensure that you are fully aware of all House and Pavilion tariffs, facilities and current activities.
To ensure that the guest experience from entry to the hotel through to departure is delivered according to Departmental Standard Operating Procedures and the guest expectation.
To have complete understanding of all security systems and computer systems in your area and carry out maintenance and back ups as required.
To ensure that Pavilion and Mansion has been properly secured and all alarms have been set.
To carry out full security checks of the property throughout the shift.
To have a management presence at both reception desks, in order to meet and greet guests’ and ensure that they are roomed as per 5 star AA Standard Procedure.
To have a working knowledge of all Front of House related systems and equipment, Opera and Concept.
To be aware of and understand your Departmental Standard Operating Procedures and adhere to this at all times.
To input & review Departmental Standard Operating Proceduresand objectives in line with Stoke Park policy.
To provide an efficient and professional service at all times and deal with guest enquiries or complaints either by fax, telephone, letter or verbally.
To attend to all guest enquiries, requests and complaints promptly ensuring a high level of personal service whilst communicating any special requirements of individual guests to other departments.
To liaise with the Reception Manager or Senior Management on any guest complaints or operational challenges.
To ensure duty manager safe handover procedures are adhered to at all times and liaise with the Reception Manager, Accounts team of any noticeable discrepancies.
To ensure the shift is well organized and that the team is allocated duties and that they are completed at the end of the shift.
To assist with the training of all Reception staff and to monitor performances.
To check that all postings, bills, accounts, cash and credit transactions, floats, adjustments, allowances, balancing and hand-over procedures are implemented proficiently.
To ensure the continual safekeeping of all cash/security/keys and that regular banking is made in compliance with laid down company policies and security arrangements.
To ensure that the General Manager/Resident Manager and all relevant departments receive their departmental reports punctually and accurately.
To ensure all FOH storage areas are locked and kept neat, clean and tidy at all times.
To monitor departmental staffing levels and report any absence or sickness to relevant departmental heads as per Standard Operational Procedure and company policy.
To display and encourage the team to achieve a high level of personal hygiene, appropriate uniform, overall appearance, customer care, courtesy and social skills.
To conduct show rounds when required.
To ensure that all public areas are kept up to Stoke Park standards.
To attend meetings, appraisals and training as required.
To be aware of and adhere to health and safety, fire and bomb threat procedures. Also to report any item which causes concern to staff or clients.
To report any maintenance that is required through the correct channels.
To work to a rota set by your head of department including Day Shift cover when required and to understand this will be in accordance with business demands.
Any other reasonable tasks allocated by the Reception Manager or any Senior Management.

Skills:

To have a working knowledge of all Front of House related equipment and systems, Opera and Concept.
12hrs shift based on 3 days In and 3 days Off
Night shift on a rotating basis (To cover Day GRM shifts when required)
To include weekends, bank holidays, as per departmental rota.
Full, clean driving licence

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Application For - Night Guest Relations Manager(Front of House)

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