Guest Communication Manager

Agencies
London , United Kingdom
Full Time
Competitive
3 / 08
The Guest Communication Manager is responsible for the guest communication process of a Hospitality Programme or Hospitality Programmes.

Full description

Job Description

Job Title: Guest Communication Manager

Manager Title: Programme Manager/Head of Systems

Start Date of Role: 5th August 2019

End Date of Role: 27th August 2020

Location: Hampton Wick

Summary of Role

The Guest Communication Manager is responsible for the guest communication process of a Hospitality Programme or Hospitality Programmes. This includes the assimilation, verification of all guest data, regular communication with client guests and business leads as well as providing periodic status reports to a variety of stakeholders.

Key Responsibilities

  • Develop a thorough knowledge of the hospitality package allocations and the processing of all data required
  • Monitor and manage input of all relevant guest information as it is received from the client or guest
  • Assist in the development of the guest communications content: for example, invitations, pre-departure and welcome packs, and post event communication
  • Manage all guest data within Pulse (iLUKA bespoke system) to ensure all data is accurate and current
  • Provide the relevant reports to iLUKA operational departments
  • Update guest information changes as received from the client
  • Ensure the client has access to all relevant data in the form of regular reports
  • Be the first point of contact for all guest queries prior to arrival
  • During the event, manage the regular distribution of operational reports to relevant parties
  • Understand procedures and effects for all possible circumstances, including flight schedule changes, guest name changes, “no-show” guests, change in dietary requirements, change in package allocations, programme changes etc.
  • Work with key suppliers in the sourcing, scoping and delivery of print elements

This is not an exhaustive list, and all team members will be expected to contribute to any other aspects of the program, as necessary.

Skills, Knowledge, Expertise

  • Fluent in English
  • Fluent in French preferred but not essential
  • Fluent in French and Spanish and advantage
  • Excellent IT skills, intermediate to advanced excel skills are essential
  • Project management experience
  • Strong communicator, both written and verbal

Attributes

  • Confident working with systems and data, with a keen eye for detail
  • High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment
  • Able to work in a calm, professional manner in a pressured environment
  • Ability to prioritise a demanding workload
  • Flexible, enthusiastic, confident, outgoing

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