Are you passionate about customer service and committed to redefining hospitality? Take the next step in your career and become our Senior Guest Relations Manager. Park Plaza Westminster Bridge Hotel is the ideal location for you to Hone your skills and shine in a collaborative team environment. Park Plaza is a brand that celebrates the individual. We believe every one of our team members has a voice, contribution and personal touch to share with our guests and colleagues. We’re always striving for excellence and know that if we invest in our team members, they’ll invest in us. For an engaging work environment where the little things are celebrated along with the major milestones, you’ve come to the right place. Your responsibilities as a Senior Guest Relations Manager will include:- Ensure that the Guest Relations team provide efficient, prompt, trouble free and courteous service to our guests- Maintain and enhance the relationships between the hotel and our VIPs, Club Carlson and regular guests, as well as supporting those guests in resolving any service recovery issue- Ensure that Medallia and other guest feedback systems are monitored and feedback is provided to the relevant Heads of Departments to ensure that the guest experience is consistently being reviewed- Review regularly the service provided by the Guest Relations department with the Guest Relations and Front of House management team and implement relevant changes We are looking for The ideal Senior Guest Relations Manager will:- Understand the role of Guest Relations and is experienced in dealing with guest complaints- Have supervisory skills- Have experienced in hospitality and has working knowledge on how a hotel runs- Be able to work flexible hours including evenings and weekends- Have excellent customer service skills and is passionate about exceeding guest expectations- Be able to work in a fast paced working environment and remain calm under pressure- Possess a good command of English and has excellent communication skills (written and verbal)- Have excellent interpersonal, communication and presentation skills and be able to connect with other live up to our mission statement: Inspiring our guests through individuality and passion!We offer Our people mean the world to us, and we only recruit the best. For the talents in our business, we offer great benefits and opportunities to develop with us. Park Plaza isn’t just a great place to work - it’s a great place to take your career. We love seeing our team members fulfil their potential and always work to achieve more together. From the everyday uplifting moments to huge achievements and everything in between, we’re there every step of the way. Park Plaza. Be part of it.