Guest Relations Manager, Fraser Suites

Guest Relations Manager, Fraser Suites

Frasers Hospitality, a member of Frasers Property Group, is a global hospitality leader. As the world's leading brand in serviced apartments and hotel residences, we deliver gold standard hospitality in cities across Asia, Australia, Europe, the Middle East and Africa. A true global brand with a friendly feel, our staff are connected through our shared vision and four core values - collaborative, real, respectful, and progressive. Passionate about promoting from within, our culture is fostered by continual learning and development needs of our staff.

Frasers Hospitality owns and operates 7 properties in the UK. Brands include Fraser Suites, Fraser Place and Fraser Residence, as well as Park International Hotel. These perfectly located properties can be found in London, Edinburgh and Glasgow, providing guests with a comfortable and luxurious experience. Perfect for both business and leisure travellers, our accommodations are available for short and long stays.

Responsibilities

• Maintain levels of service that consistently exceed the expectations of our guests and ensure we give positive memorable experiences.
• Provide leadership and support to all members of the Front Office team, ensuring they are equipped to fulfil their duties whilst being the Management representative during these hours.
• Build a culture of feedback sharing and improvements with all teams. All staff should recognise feedback, good or bad, as a gift to utilise and own.
• Understand the importance of music, lighting, temperature, flowers, cleanliness and language in the department to ensure the correct ambience is maintained at all times, and work to the Standard Operational Procedures at all times.
• Ensure all Front office teams meet targets.
• Support the Front of House Manager in achieving all set targets and budgets through the year.
• Ensure billing and control of revenues are maintained at all times.
• Explore all sales opportunities through up-selling techniques and work with our Senior Sales Manager.

To prioritise and elevate the guest 'customer' experience across all levels of the hotel. As Front of House is our most guest focussed area, you will take the lead from there. You'll be responsible for ensuring all staff are offering world class service to our guests and maintaining the 'Frasers Standard' across all departments in the property. You'll be a direct support to the FOH Management and Operations Manager, reporting directly to them.

You'll support each Head of Department to improve and maintain the highest of service standards to ensure we lead with a guest first mentality. We want all guests to experience our 'Wow' service and have memorable experiences that value. To control resources, manage processes and cultivate the understanding of the Front Office throughout the hotel. Your role will also require you to develop and maintain respect among staff and management and to build and develop a culture of rapport with our customers.

Qualifications

• You have proven experience in a similar role.
• Excellent attention to detail and time management skills.
• You are an enthusiastic individual with a passion for customer service.
• You enjoy working as part of a team who all share the same passion - to create memories that our guests will remember.
• You would like to build upon your leadership and team management skills.
• Ensure effective daily communication with Front of House, Maintenance and Housekeeping along with the senior Management Team.
• You must be eligible to work in the UK.