Assistant Guest Relations Manager — VIP Service Leader

InterContinental London - The O2; Ilford; On-site; GBP 33,000 - 52,000; Full time

Benefits offered by this job

28 days holiday, enhanced after 5 yrs

Free meals on duty

On-site parking

Shuttle to Heathrow Terminal 5

Employee discounts at locations

Life assurance

Cycle to work scheme

Merlin attractions discounts

Taste card

Employee recognition programs

Job summary

InterContinental London - The O2 is seeking an Assistant Guest Relations Manager to ensure exceptional service across the Guest Relations team. You will oversee seamless guest experiences from arrival to departure, manage VIP preparations, coordinate with Housekeeping and Room Service, and lead the lobby team in the GRM's absence.

You will build lasting guest relationships, handle feedback promptly, and mentor GREs while promoting loyalty programmes and brand standards in a 5-star setting.

Qualifications

• Strong leadership and motivational abilities.
• Excellent problem-solving and decision-making skills.
• Strong communication, interpersonal and organisational skills.
• Proven experience in managing, coaching and developing teams.
• Proven track record in a similar position within a 5-star hotel.
• Excellent standard of English, both written and spoken.
• Proficiency in Opera PMS and Microsoft Office.
• Experience of working with brand standards.

Responsibilities

• Oversee and ensure a seamless arrival and departure experience for all guests, with proactive lobby management and 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 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 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.
• Strong leadership and motivational abilities.

Skills

Leadership

Coaching teams

Problem-solving

Communication

English proficiency

Brand standards experience

Customer service

High-profile guests

Tools

Opera PMS

Microsoft Office

Job description

InterContinental London - The O2 is seeking an Assistant Guest Relations Manager to ensure exceptional service across the Guest Relations team. You will oversee seamless guest experiences from arrival to departure, manage VIP preparations, coordinate with Housekeeping and Room Service, and lead the lobby team in the GRM's absence.

You will build lasting guest relationships, handle feedback promptly, and mentor GREs while promoting loyalty programmes and brand standards in a 5-star setting.