The Chester Grosvenor has appointed its first guest relations manager to ensure the hotel goes ‘above and beyond’ for every guest.
Danielle Facer has joined the five-star hotel in the new role after a year working as head receptionist.
Prior to this she boasted experience in guest relations on international cruise liners and hotels.
The new role at The Chester Grosvenor will encompass all the departments that service the hotel guests and will work directly alongside the hotel manager.
She will be responsible for assisting guests with any requirements that they may have, liaising with wider teams to deliver on requests such as dinner reservations, spa appointments and welcoming VIPs.
General manager, Richard Grove comments: “We have always maintained exceptionally high levels of customer service throughout the hotel. However, the appointment of a dedicated Guest Relations Manager ensures that every single guest receives that ‘above and beyond’ attitude that we are famed for.
“Danielle has thrown herself into the challenges of this newly created position with passion, energy and the determination to succeed. Since her new role began, she has already introduced several new reports and strategies for extracting and sharing guest information that will help the team to enhance guest stays, and ensure a truly memorable experience.”
Facer is also responsible for collating all guest feedback and is fundamental to the smooth running and operation of the hotel. She daily monitors and responds to feedback and reviews which come through online review sites, in addition to hotel survey responses.