Assistant Guest Relations Manager

InterContinental London - The O2 - Front Office; Royal Borough of Greenwich; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Free meals on duty

Free on-site parking

Shuttle service to Heathrow/other hubs

Employee discounts on hotel brand

F&B discounts

Life assurance

Employee assistance programme

Recognition programs

Job summary

InterContinental London - The O2 is seeking an Assistant Guest Relations Manager to lead a high-performing Guest Relations team within our five-star hotel on the Greenwich Peninsula. You will oversee VIP arrivals, lobby service, and cross-department coordination to ensure exceptional guest experiences.

The role requires strong leadership, a sharp eye for detail, excellent communication, and a proven track record in a similar luxury hotel environment.

Qualifications

• Proven experience in managing, coaching and developing teams.
• Strong leadership and motivational abilities in a luxury-hotel setting.
• Excellent problem-solving, decision-making and communication skills.
• Fluent English with high professional standards for guest interactions.
• Experience working with brand standards and high-profile guests.

Responsibilities

• Oversee and ensure seamless arrival and departure experiences with proactive lobby management.
• Prepare for VIP arrivals by managing daily VIP lists and coordinating with Housekeeping and Room Service.
• Cover shifts and support front desk duties when required, leading the lobby team in absence of GRM.
• Maintain regular contact with VIPs and returning guests, ensuring personalized service.
• Collaborate with Reception and Housekeeping for cohesive guest experiences.
• Handle feedback and complaints with timely resolutions and appropriate compensation.
• Coach GREs, ensure accurate guest profiling and loyalty tracking (IHG Rewards, Ambassador).
• Support loyalty programmes, check-in procedures, loyalty visits, and Club Lounge upselling targets.
• Contribute to guest satisfaction metrics and participate in duty management.

Skills

Leadership

Attention to detail

Problem-solving

Communication

Guest handling

Team coaching

Calm under pressure

Professional appearance

Opera PMS

Microsoft Office

English proficiency

Brand standards

Tools

Opera PMS

Microsoft Office

Job description

About us...

Nestled on the Greenwich Peninsula, attached to the O2, InterContinental London - The O2 embraces a captivating backdrop of the River Thames and Canary Wharf. Our five-star hotel includes 493 bedrooms, a diverse dining selection, spa facilities, state-of-the-art conference and meeting rooms, including the UK's largest pillar-free ballroom.

A bit about what you will do...

Assistant Guest Relations Managers in our luxurious hotel ensure the service provided by the Guest Relations team is consistently outstanding and exceeds guests’ expectations on all occasions.

• Oversee and ensure a seamless arrival and departure experience for all guests, with proactive lobby management and consistent, brand-aligned service delivery.
• Prepare for VIP arrivals by managing the daily VIP list, allocating suitable rooms, coordinating amenities with Housekeeping and Room Service, and physically checking rooms.
• Support Guest Relations operations by covering shifts when required, assisting with front desk duties, and managing the lobby team in the absence of the Guest Relations Manager (GRM).
• Maintain regular contact with VIPs and returning guests throughout their stay, ensuring personalised service and offering a warm farewell upon departure.
• Collaborate with Reception and Housekeeping to ensure a smooth and cohesive guest experience across departments.
• Handle guest feedback and complaints effectively, providing timely resolutions and compensation where appropriate, ensuring guest satisfaction and loyalty.
• Promote team development by sharing knowledge, coaching Guest Relations Executives (GREs), and ensuring accurate guest profiling and preference recording.
• Support loyalty programmes by ensuring proper check-in procedures for IHG Rewards and Ambassador members, tracking loyalty visits, and managing Club Lounge upselling targets.
• Assist in maintaining strong guest satisfaction metrics (e.g. Medallia and TripAdvisor), responding to feedback and ensuring follow-up actions are taken.
• Uphold high standards of customer service through thorough training, product knowledge, and awareness of local events, while participating in wider hotel operations and duty management as required

More about you...

• Strong leadership and motivational abilities.
• Exceptional attention to detail and drive to maintain high standards.
• Excellent problem-solving and decision-making skills.
• Strong communication, interpersonal and organisational skills.
• Confidence and professionalism when interacting with high profile guests.
• Proven experience in managing, coaching and developing teams.
• Approachable and positive manner with a “can do” attitude.
• Ability to remain calm under pressure.
• A smart and professional appearance.
• Proven track record in a similar position within a 5‑star hotel.
• Proficiency in Opera PMS and Microsoft Office.
• Excellent standard of English, both written and spoken.
• Experience of working with brand standards.

What’s in it for you…

Competitive salary

Holiday – 28 days holiday, enhanced after 5 years of service.

But there’s more…

• Free meals on duty.
• Complimentary on-site parking is available whilst on duty.
• Free limited shuttle service between the hotel and Heathrow Terminal 5 and Egham Station.
• Discounted employee friends & family rates at Arora Hotels.
• Food and beverage discounts.
• Christmas gifts and employee parties.
• Introduce a friend scheme.
• Cycle 2 work scheme.
• UK attraction discounts @ Merlin Entertainments.
• Taste card.
• Life assurance scheme.
• Wage stream.
• Employee assistance programme.
• Arora star employee recognition.
• Long service recognition award.

Grow with us...

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.