New guest-centric roles for Radisson Blu Edinburgh staff
Delivering great customer service is a cornerstone of the hospitality sector. To underline this fact, two experienced hotel professionals within the front-of-house team in the leading 4-star Radisson Blu Edinburgh hotel have been assigned new roles as ‘guest service managers.’
Paul Reid and Claire Calvert, previously a duty manager and guest relations executive respectively have been tasked with proactively identifying ways to support guests during their stay at the hotel.
Twenty-year old Paul from South Queensferry, who started with the hotel three ago as a porter, explained the significance of his role: “Claire (Calvert) and I essentially oversee quality control for the guest. Even before his or her arrival, their reservation will have been checked, a hand-written welcome card and bag of VIP goodies prepared and drawing on our local knowledge, a list of recommended places prepared to support the guests’ stay. Ultimately, we want to ensure Radisson Blu Edinburgh is perceived as the guests’ luxurious home away from home and that he or she leaves us with fantastic memorable moments.”
Two colleagues in the Meetings & Events (M&E) team are also celebrating after recent promotions within the hotel. Andrea Buergo has been promoted from shift leader to supervisor in a role that covers all 8 meeting rooms with the largest able to accommodate up to 250 delegates and a Brain Box creative space designed for up to ten guests. A colleague, Reuben Sequeira has been promoted to shift leader within the same busy department of the hotel located in the heart of Edinburgh’s historic Old Town.
Richard Mayne, Cluster General Manager of Radisson Blu Edinburgh and the 5-star Radisson Collection, Royal Mile Edinburgh (formerly G&V), highlighted the significance of these latest staff developments:
“In addition to encouraging more young people to consider hospitality as a career of choice, at Radisson Blu Edinburgh we believe it’s imperative to nurture talent and offer real opportunities for career progression. These recent promotions are well deserved by the staff involved and I’m also delighted to see a number of young people who aspire to a successful career in hospitality recently join us through an employability programme. As you would expect from a leading hotel, Radisson Blu Edinburgh places great emphasis on ensuring guests receive the highest standards of customer care. To ensure this is consistently delivered, we place great store in the quality of our staff training and mentoring for all 168 employees. Paul and Claire have been promoted to the new roles of guest service manager to ensure our guests directly benefit from the experience and local knowledge of front-of-house staff who are also empowered to offer ‘surprise and delight’ moments for all of our guests."
Radisson Blu Hotel
80 High Street, The Royal Mile, Edinburgh, EH1 1TH
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