Located within York’s city walls and with views of York Minster, the hotel holds an enviable and proud position in the city and local community. Once the famed Headquarters of the North-eastern Railway Company, our magnificent building is bursting with original features and all the grandeur of its former life as the “Palace of Business” - making it a truly beautiful and inspiring place to work and grow.
Job Description
As a Guest Relations Executive, you will be a proactive primary point of contact for our guests, from the moment they make a reservation with the hotel to the time they check out. Your role is to respond to and follow up on guest queries in a polite, friendly, and efficient manner, ensuring adherence to AA standards. You will work together with every other department of the hotel to ensure that our guests enjoy a seamless five-star experience.
You will be responsible for fostering guest loyalty and encouraging repeat business by forging meaningful relationships with guests through exceptional service.
In addition to handling administrative tasks, you will manage phone calls and email correspondence from both in-house and prospective guests. This includes taking and delivering messages and providing general reservation services, such as room and restaurant bookings when required.
Your responsibilities extend to welcoming and ensuring the well-being of VIP and celebratory guests and organising special amenities for them. You will also oversee the management of guest feedback on various platforms and address any concerns to ensure guest satisfaction and safeguard revenue.
Furthermore, your familiarity with hotel Health and Safety, Fire Safety, Departmental Fire Safety, and Security procedures is essential. This knowledge will not only ensure the safety of your team but also contribute to a secure and comfortable environment for our guests.
Role in our Family
Our team are the heart and soul of The Grand, without them The Grand is just a beautiful building. We pride ourselves on the warmth of our Yorkshire welcome that each one of our guests receive. As a Guest Relations Executive, key to your role will be:
* Problem-solving abilities
* Strong communication and interpersonal skills
* Flexibility and the ability to respond appropriately to changing situations
* Discretion and sensitivity
* The ability to maintain professional standards under pressure
* Strong IT skills and knowledge of booking systems and software
* Excellent administration and organisational skills
* Ability to resolve guest complaints and appropriately manage solutions
* Proficient in assuming the role of primary authority during duty management shifts in situations of emergencies and guest-related matters when no other responsible person is available
What Happens Next
Does the Guest Relations Executive role suit your skillset? Apply now, this takes seconds, you’ll just need to provide some contact details along with a CV. Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, your experience and let us tell you more about the Splendid Hospitality Group.
The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.
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