Guest Relations Manager

About us...

Fairmont Windsor Park is a beautiful, heartfelt retreat surrounded by 40 acres of English countryside that blends iconic heritage with modern elegance. Our five-star hotel includes 251 luxurious bedrooms and suites accompanied by 7 restaurants and bars offering an unrivalled dining experience. The spa and wellness facilities are inspired by nature and the hotel has state of the art conference facilities.

A bit about what you will do...

Guest Relations Managers in our luxurious hotel ensure the service provided by the Guest Relations team is consistently outstanding and exceeds guests’ expectations on all occasions.

• Manage and inspire the team to have a proactive approach to customer service which extends beyond the lobby area.
• Ensures the team accurately profiles our guests by capturing all relevant information, comments and preferences.
• Manage and prepare for all VIP and regular guest arrivals, maintaining contact throughout their stay to exceed expectations and encourage repeat business.
• Coordinate with other departments to ensure all guest requests are fulfilled in a timely and efficient manner.
• Manage guest feedback across all platforms ensuring appropriate responses and follow-ups. Share this feedback with the wider hotel team.
• Coach, train, and support the team to provide consistently high standards, while continually looking to improve.
• Develop and implement strategies to enhance guest satisfaction and loyalty.
  
  
  

More about you...

• Strong leadership and motivational abilities.
• Exceptional attention to detail and drive to maintain high standards.
• Excellent problem-solving and decision-making skills.
• Strong communication, interpersonal and organisational skills.
• Confidence and professionalism when interacting with high profile guests.
• Proven experience in managing, coaching and developing teams.
• Approachable and positive manner with a “can do” attitude.
• Ability to remain calm under pressure.
• A smart and professional appearance.
• Proven track record in a similar position within a 5-star hotel.
• Proficiency in Opera PMS and Microsoft Office.
• Excellent standard of English, both written and spoken.
• Experience of working with brand standards.

What’s in it for you…

Competitive salary

Holiday – 28 days holiday, enhanced after 5 years of service.

But there’s more...

• Free meals on duty.

• Complimentary on-site parking is available whilst on duty.

• Free limited shuttle service between the hotel and Heathrow Terminal 5 and Egham Station.

• Discounted employee friends & family rates at Arora Hotels.

• Food and beverage discounts.

• Christmas gifts and employee parties.

• Introduce a friend scheme.

• Cycle 2 work scheme.

• UK attraction discounts @ Merlin Entertainments.

• Taste card.

• Life assurance scheme.

• Wage stream.

• Employee assistance programme.

• Arora star employee recognition.

• Long service recognition award.

Grow with us...

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.