Guest Relations Manager / Duty Manager

Holiday Inn Bristol City Centre; Bristol; On-site; GBP 25,000 - 35,000; Full time

Job description

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Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company's current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean.

An excellent opportunity has arisen for an experienced Guest Relations Manager at our Holiday Inn in Bristol City Centre. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience.

The moment our guests step into one of our hotels, they walk into a genuinely memorable experience. As our Guest Relations Manager you'll deliver this through the management of all aspects of the Food & Beverage Function (Restaurant, Bar, Room Service and Conference & Events) and you will be required to oversee the running of the Front Office operation of the hotel (This includes Reception, Concierge and Nights Team), providing support to the whole team, you'll be vital in driving our standards forward and implementing changes to assist in providing true hospitality for our guests whilst increasing our profit growth.

Join us and enjoy the following benefits:

• Discounted Hotel Rooms at 5000+ IHG Hotels worldwide. With 50% off Food and Beverage Services
• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts on the leading high street retailers
• Complimentary Meals on duty
• Employee of the Month and Employee of the Year celebrations
• Recommend a friend scheme
• Excellent Training & Development

What will your key responsibilities and duties be:

• Pleasant personality & excellent presence
• Effective communication skills and problem solving skills
• Ability to conduct training, motivate, coach & guide associates
• Great knowledge of hotel operating systems (including Opera, Micros, mobile check-in) and MS office application software
• Well-organized & great follow up skills and exemplary leadership traits
• To manage and guide our Food & Beverage and Front Office Departments; to ensure the smooth delivery of services daily, providing effective leadership and training to meet business requirements and our company objectives;
• Coverage of our Restaurant, Bar, Room Service, Reception and Conference & Events.
• Ensure that each of our guests receive a high level of personal attention throughout their dining process, plus any other interaction that our Food & Beverage or Front Office Team may have with our guests.
• Attention to detail in relation to food safety awareness and record keeping.
• Able to maintain our brand standards in relation to Service, Set ups and our Loyalty programme
• To cover duty management shifts in the absence of other Head of Departments.
• To recruit, engage and retain our colleagues through effective performance management, and to assist with the daily admin according to company policy and procedures.

How will you achieve this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every Team Member throughout our brand of hotels. Each hotel delivers True Hospitality in their own way, making them unique. At the heart of it is our key core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with our guests
• True Confidence: having the knowledge and skills to perform your role, and giving our guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what our guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing our guests with what they need, and doing so in a timely and caring manner

What we are looking for:

• Previous management experience as Food & Beverage Manager, Assistant Food & Beverage Manager, Front Office Manager or any other similar roles, ideally from a branded hotel background, with a strong knowledge of Food Service.
• Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and managers, and able to motivate your team under pressure;
• Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail.
• Willing to work a flexible schedule including evenings, weekends and bank holidays;

We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people-focused culture.