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Director of Guest Relations

Coworth Park - Dorchester Collection

Pubblicata

Director of Guest Relations

Descrizione del lavoro

To ensure a seamless and guest centric service is offered throughout every interaction with our guests while building lasting relationships and creating brand bonds to create guest loyaty.
Oversee and manage to daily operational functions of the Guest Relations Departments to ensure each of our guests receives a truly exceptional experiance while on property.
The individual should be comfortable with assisting guests, confident and well spoken ensuring that the team are delivering a guest centric service within a country house setting. 
Ensure all operational meetings are diarised, attended and the information communicated is accurate and relevent.
Meet and greet our guests with a warm and welcoming approch to ensure they are engaged and cared for during their stay.
Lead, manage and support our Guest Experience Leaders to the to enable them to provide the best possible service to our guests.
Manage complaints efficiently ensuring that any guest issues are resolved while on property when possible, following up with relevent corespondence to rebuild relationships and allows us the opportunity to restore the guests faith in our service.

Requisiti

PEOPLE
Support the Director of Rooms with the daily operation of the hotel.
Closely collaborate with the Global Director of Guest Relations.
Lead and develop the guest service and guest experience leaders and their teams to ensure they are focused on delivering a guest centric service.
Recruit and develop individuals within the guest service team who are true ambassadors of our brand and think creatively to deliver out vision.
GUESTS
Ensure seamless and guest centric service across the guest journey.
Proactively build relationships with guests.
Welcoming all MLA (Must look after) guests, ensuring that they receive a truly bespoke service at every stage of their stay.
Maintain high visibility in all public areas.
Interact with guests to obtain feedback on product, quality and service levels.
Emphasises guest satisfaction during all departmental meetings and focuses on continuous improvement.
Facilitate story telling and bespoke recognition programme.
Owns guest feedback responses and replies accordingly, ensuring that each guest receives the highest level of attention possible.
CREATIVE
Owns the strategy for overall guest experience recognition
OPERATIONS
Work with the guest relations teams to ensure that each booking is adequately researched, relevant information added to the guests profile and appropriate amenities organised.
Ensuring that the pre-arrival process is detailed to enable each guest to receive a personalised welcome letter with a full itinerary of activities while on property.  
Meet and greet our guests with a warm and welcoming approach to ensure they are engaged and cared for during their stay.
Communicate effectively both with the Guest Service Team and our Contact Centre (Central Reservations) to ensure a smooth and professional service is provided to each guest.
Actively participates in the daily guest recognition meeting
Proactively plans operational capability to deliver on guest requirements
Coordinating the orchestra for execution – Enabling a smooth level of service at all times.
Maximises room revenue and profitability

Dettagli

Tipo di lavoro
A tempo completo
Località
England, United Kingdom
Dipartimento
Guest Relations
Lingue
Inglese
Comincia tra
Il prima possibile
Durata del contratto
A tempo indeterminato

Coworth Park - Dorchester Collection

Coworth Park is a 70-room luxury country house hotel and spa set in 240 acres of picturesque Berkshire parkland just 45 minutes from central London and 20 minutes from Heathrow airport. Its location, unrivalled in the UK for the ease and convenience of its transport links, is also enhanced by its own helipad. The estate includes an eco-luxury Spa with indoor pool and three restaurants including the Spatisserie, relaxed dining in The Barn and fine-dining at Restaurant Coworth Park. The only UK hotel to feature its own polo fields as well as an exceptional equestrian centre, current facilities include stabling for 30 horses together with self-contained accommodation for grooms and a full programme of polo tournaments.