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Our client, a renowned 5-star luxury hotel near St Albans, is seeking an exceptional Guest Relations Manager to lead its guest-facing operations and elevate the overall guest experience. This is a key position within the hotel, responsible for ensuring every guest receives personalised, seamless and memorable service from arrival to departure.
The ideal candidate will be polished, energetic and passionate about luxury hospitality, with the confidence to engage VIP guests, anticipate needs, and resolve any concerns proactively. This role requires a strong leader who can inspire excellence across the guest relations team and uphold the highest standards of service befitting a world-class hotel.
Key ResponsibilitiesAct as primary point of contact for all VIP, repeat and high-profile guests.
Ensure a warm, personalised welcome and maintain a strong presence in lobby and front-of-house areas.
Oversee the management of guest enquiries, requests and complaints, ensuring prompt, effective and elegant resolutions.
Review guest feedback (online reviews, surveys, direct comments) and implement service improvements.
Coordinate special amenities, personalised touches and bespoke arrangements for key guests.
Lead, mentor and motivate the Guest Relations and Concierge teams.
Ensure all team members deliver consistent 5-star service aligned with the hotels standards.
Support recruitment, onboarding and ongoing training of team members.
Drive a culture of attentiveness, professionalism and guest-centric behaviour.
Oversee daily operations within lobby, reception, concierge and lounge spaces.
Ensure smooth communication between Front Office, Housekeeping, F&B and Spa teams for seamless guest journeys.
Maintain full awareness of hotel occupancy, VIP arrivals, special events and group bookings.
Coordinate guest itineraries, travel arrangements and local recommendations where required.
Uphold the hotels brand values and 5-star service standards at all times.
Conduct regular inspections of front-of-house areas to ensure presentation excellence.
Ensure guest profiles, preferences and history are maintained accurately in PMS/CRM systems.
Support the preparation and delivery of monthly service quality reports.
Minimum 23 years experience in luxury hospitality in a guest-facing leadership role.
Strong background in Guest Relations, Front Office, Concierge or Guest Experience within a 45 star hotel environment.
Experience working with VIP and high-profile guests essential.
Impeccable personal presentation and communication skills.
Exceptional guest service mindset with strong emotional intelligence.
Ability to remain calm and composed under pressure.
Proactive problem solver with excellent decision-making skills.
Strong team leadership and people management abilities.
Excellent organisational and multitasking skills.
Proficient in hotel PMS and front-office systems (e.g., Opera).
Competitive salary and performance incentives
Meals on duty
Uniform provided
Discounted stays across the hotel group
Training and development opportunities
Free parking / accessible transport links
