4 Month Fixed Term Contract with potential to extend.
An opportunity has arisen for a Guest Relations Manager to join our friendly Hotel team. Based at the stunning 5* Ellenborough Park Hotel in Cheltenham working as an integral part of the hotel management team.
This position will report directly to the Hotel Manager and will be responsible for providing direct support and assistance for all guests of the hotel.
This role is to work an 8 hour day, between the hours of 7am and 9pm.
The right person, shall be responsible for further enhancing the services offered at Ellenborough Park to ensure a 5 star experience. Your main responsibility will be the guests and their journey, pure and simple! Leading, enhancing & adding your ideas & passion to the role!
Your goal is to be an ambassador for the guests and to make sure every guest has a memorable experience and the team understand how to make this happen, in conjunction with the departmental specialised managers.
Key Duties and Responsibilities

• To ensure that the total appearance of the hotel creates a professional impression to customers and Team Members
• To chair the daily morning meeting ensuring all operational aspects are communicated and discussed
• To drive the consistent delivery of customer service initiatives through the departments and evaluate the success of the initiatives
• To evaluate and act on Customer Service Reports, Social Media Reviews and Guest Questionnaires to achieve positive and consistent results
• To positively approach sales opportunities in order to maximise sales revenue and exceed budgeted sales targets for the hotel.
• To be actively involved with and suggest promotional opportunities to enhance departmental sales to meet and exceed budget.
• To create and maintain a selling service culture within the department.
• To ensure all department Team Members are sales focused.
• To create a team environment which promotes good employee morale and ensures a high level of commitment and pride in the hotel
• To ensure effective communication throughout the Hotel and amongst Operational Department Managers.
• To continuously coach Team Members
• To ensure all departments are prepared for the day’s business and staffed accordingly
• To ensure the hotel operates effectively on a day to day basis, ensuring Company brand standards are met and delivered consistently, with attention to detail

The Ideal Candidate

• Previous customer service experience in a hospitality or customer facing role
• Excellent organisational and time management skills with attention to detail
• Ability to work under pressure, whilst maintaining a positive and ‘can do’ attitude
• Guest focused with a genuine passion for delivering sensational service
• Confident Communicator
• Well presented, self-motivated and good team player

What we offer you:

• Paid Breaks
• Paid Overtime
• Service Charge dependant on hours worked (paid monthly and non-contractual)
• Staff Rates at 50 prestigious properties within the Pride Of Britain Hotels group
• Amazing discounts on food, drink and accommodation throughout the Michels & Taylor group
• Excellent rates for friends and family at Ellenborough Park and hotels within the Michels & Taylor group
• Discounts on Spa Treatments and Spa Products
• Long Service Awards
• Regular Social Events
• Refer a Friend Incentive Scheme
• Investment in Training and ongoing Professional Development
• Meals on Duty
• Free on site Parking

Caught between the Cotswold’s highest point and the stunning green gallops of Cheltenham’s world famous racecourse, our luxury 5* hotel in the Cotswolds is steeped in history and offers 90 acres of rustic countryside.
For the opportunity to be part of an outstanding team, passionate about guest experiences please apply attaching a copy of your CV and confirming which position you would like to be considered for.
Ellenborough Park can offer any Live-In accommodation and In line with the requirements of the Asylum and Immigration Act 1996, all applicants must be eligible to live and work in the UK. As part of the recruitment process, you will be asked to provide documented evidence of eligibility.
Job Types: Full-time, Fixed term contract
Contract length: 4 months
Pay: £27,560.00 per year
Additional pay:

• Tips

Benefits:

• Company events
• Company pension
• Discounted or free food
• Employee discount
• Free parking
• On-site gym
• On-site parking
• Referral programme

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Overtime
• Weekend availability

Work authorisation:

• United Kingdom (required)

Work Location: In person