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Job description

What you’ll be doing!

Tuesday-Saturday - 09:30-1800 (Flexible)

Sunday - Monday - Days Off (You have the opportunity to create your own Rota and can flex times)

Full Training provided

Crowne Plaza Manchester City Centre requires a Guest Relations Manager to join our team. We’re looking for an ambitious, hardworking professional who loves to provide an exceptional customer service as well as making sure every guest is looked after before, during and after their stay. The successful candidate will be responsible for handling all guest complaints and feedback received, as well as supporting all departments during busy service periods. The selected applicant will need to communicate effectively with other departments to ensure the success & reputation of the business, as well as being capable of working productively & being proactive in completing various functions such as following up guests complaints (both face to face and via e-mail & phone), responding to reviews on Social Media, developing and maintaining relationships with guests and colleagues across the business, and specifically supporting the Reception and F&B team during their busy periods.

Who you’ll be working for!

Crowne Plaza Manchester City Centre opened its doors in 2008 and has been wowing our guests since then. Perfectly situated in the heart of Manchester in the trendy Northern Quarter, Victoria and Piccadilly Stations and Shudehill Tram and Bus Interchange are all within a short walking distance of this stunning city centre hotel. With the Manchester Arena, The Printworks and the Manchester Arndale centre on our doorstep we attract guests from all over the world for lots of different reasons With 228 bedrooms, a gym, meetings rooms and our cosy and inviting glasshouse bar and restaurant we really are a spectacular place to start your Centre Island career journey.

There’s nothing complicated about dealing with business people. They’re just people. Doing business. By day, international marketing superhero. By night: fluffy bath robe and a box set.
Like Liz, who’s left her laptop cable in the cab. Or Mario, who’s secretly missing his cats. The early riser, who’s first in the gym. The sales team preparing for the ‘big pitch’ over a freshly prepared lunch. At Crowne Plaza Hotels and Resorts, we embrace the new world of business and understand that Modern business travellers want a hotel (and a hotel team) that understands and supports them, helping at every turn.

Our Values

At Centre Island you’ll be joining a growing family of 9 hotels with over 600 employees. At Centre Island whether you’re working at our branded IHG hotels or our independent boutique, we deliver the brand with Centre Island Values. All our employees are engage &, enthusiastic with a Centre Island personality.

We believe our values are an integral part of our business and our teams strive to always:

• Act with INTEGRITY and CARE
• Be ENGAGED with customers and colleagues alike
• Have PASSION and take OWNERSHIP in everything they do
• Strive to be CREATIVE to continuously improve

What we offer you!

· 28 Days holiday increasing to 33 days after your 5th year of service

· Discounted meals on duty & full uniform provided

· Access to IHG’s worldwide Employee Rate and Friends & Family discount schemes

· Internal Rewards programme where you can get recognised with Love 2 Shop vouchers for demonstrating great work

· Training & Development and the opportunity to work with a fast paced, customer-focused company

·

Main Duties and Responsibilities:

• Following up on all guest feedback trackers
• Keeping track of & updating profile notes within Opera PMS
• Responding to all Social Media reviews within 48 hours
• Taking ownership of all guest requests & complaints via phone calls, email and face to face
• Supporting the Reception and F&B team during busy service periods
• Be a visible presence in the Club Lounge during F&B service times
• Establishing & building rapport with all regular guests
• Identifying possible sales leads and forwarding these to the appropriate colleagues within the business
• Being an active member of the Duty Management team
• Endeavour to achieve exceptional customer service across all hotel functions

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests!

What you’ll be doing!

Crowne Plaza Manchester City Centre requires a Guest Relations Manager to join our team. We’re looking for an ambitious, hardworking professional who loves to provide an exceptional customer service as well as making sure every guest is looked after before, during and after their stay. The successful candidate will be responsible for handling all guest complaints and feedback received, as well as supporting all departments during busy service periods. The selected applicant will need to communicate effectively with other departments to ensure the success & reputation of the business, as well as being capable of working productively & being proactive in completing various functions such as following up guests complaints (both face to face and via e-mail & phone), responding to reviews on Social Media, developing and maintaining relationships with guests and colleagues across the business, and specifically supporting the Reception and F&B team during their busy periods.

Who you’ll be working for!

Crowne Plaza Manchester City Centre opened its doors in 2008 and has been wowing our guests since then. Perfectly situated in the heart of Manchester in the trendy Northern Quarter, Victoria and Piccadilly Stations and Shudehill Tram and Bus Interchange are all within a short walking distance of this stunning city centre hotel. With the Manchester Arena, The Printworks and the Manchester Arndale centre on our doorstep we attract guests from all over the world for lots of different reasons With 228 bedrooms, a gym, meetings rooms and our cosy and inviting glasshouse bar and restaurant we really are a spectacular place to start your Centre Island career journey.

There’s nothing complicated about dealing with business people. They’re just people. Doing business. By day, international marketing superhero. By night: fluffy bath robe and a box set.
Like Liz, who’s left her laptop cable in the cab. Or Mario, who’s secretly missing his cats. The early riser, who’s first in the gym. The sales team preparing for the ‘big pitch’ over a freshly prepared lunch. At Crowne Plaza Hotels and Resorts, we embrace the new world of business and understand that Modern business travellers want a hotel (and a hotel team) that understands and supports them, helping at every turn.

Our Values

At Centre Island you’ll be joining a growing family of 10 hotels with over 800 employees. At Centre Island whether you’re working at our branded IHG hotels or our independent boutique, we deliver the brand with Centre Island Values. All our employees are engage &, enthusiastic with a Centre Island personality.

We believe our values are an integral part of our business and our teams strive to always:

• Act with INTEGRITY and CARE
• Be ENGAGED with customers and colleagues alike
• Have PASSION and take OWNERSHIP in everything they do
• Strive to be CREATIVE to continuously improve

What we offer you!

· 28 Days holiday increasing to 33 days after your 5th year of service

· Free meals on duty & full uniform provided

· Access to IHG’s worldwide Employee Rate and Friends & Family discount schemes

· Internal Rewards programme where you can get recognised with Love 2 Shop vouchers for demonstrating great work

· Training & Development and the opportunity to work with a fast paced, customer-focused company

·

Main Duties and Responsibilities:

• Following up on all guest feedback trackers
• Keeping track of & updating profile notes within Opera PMS
• Responding to all Social Media reviews within 48 hours
• Taking ownership of all guest requests & complaints via phone calls, email and face to face
• Supporting the Reception and F&B team during busy service periods
• Be a visible presence in the Club Lounge during F&B service times
• Establishing & building rapport with all regular guests
• Identifying possible sales leads and forwarding these to the appropriate colleagues within the business
• Being an active member of the Duty Management team
• Endeavour to achieve exceptional customer service across all hotel functions

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests!

Job Types: Full-time, Permanent

Salary: £26,500.00 per year

Benefits:

• Company events
• Employee discount
• Wellness programme

Schedule:

• 8 hour shift

COVID-19 considerations:
All employees are provided with Face masks and social distancing remains in place

Work Location: In person