Deputy Guest Relations Manager

£17,010 40 hours Full Time / Part Time 20 hours pro rata
01 Aug 2017
24 Aug 2017
Contract Type
Full Time

Deputy Guest Relations Manager

40 and 20 hours per week positions available

As an independent company and the operators of Birmingham's only 5* accommodation, Staying Cool is truly unique. We are Birmingham's Number 1 rated hotel and have been for the past 2 years.

We've had glowing media reviews but most importantly, our guests say some pretty nice things about us too, they tell us they love our style and our award winning customer service.

We are currently looking for an outgoing and friendly individual to be our new Deputy Guest Relations Manager to lead a small team based in the iconic Rotunda building in the heart of Birmingham city centre.

Reporting directly to the Guest Relations Manager, you'll be responsible for Guest Relations who offer a complete booking and concierge service. You'll need a winning smile, a passion for providing outstanding customer care to ensure every guest leaves as an ambassador for our brand, an eye for detail plus excellent written English and organisational skills.

You’ll also being joining us at a very exciting time as we plan our expansion to Manchester in 2018!

Main Duties:

  • To oversee the Guest Relations function and ensure that we provide a 5* hotel-style check-in and check-out service for all guests and visitors at Rotunda.
  • To maintain Staying Cool's excellent online reputation and respond to guest reviews.
  • To play a role in increasing sales.
  • To minimise lost revenue and keep good financial records.
  • To contribute towards Staying Cool's website and social media pages.
  • We rarely get a complaint but when we do, to proactively work to minimise and resolve guest complaints in line with our brand standards.

Skills, Qualifications and Experience:


  • A winning smile and a passion for customer care.
  • Experience of working at a reception and managing, motivating and nurturing a small team.
  • Excellent standard of written and spoken English; with the ability to switch from a warm, friendly style in an email to a more formal report style.
  • Ability to work on your own at times as well as part of a team.
  • Highly organised with excellent attention to detail.
  • Computer literate.


  • Previous experience in a Guest Relations or front office supervisory role.
  • An interest in style and design.
  • Experience of working on websites and online systems.
  • Mac rather that PC user.
  • Experience of a property management systems.

Please specify if your interest is for the full or part time position.

While we would like to contact all our candidates, unfortunately, this is not possible. If you have not heard from us a week after the closing date, your application had not been successful.

We may close this advert early should we get sufficient volume of quality candidates, so please do not delay in sending your application.

We do not accept applications from recruitment agencies.

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