Guest Experience Director

Crimson Hotels Group; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discounted room rates

Exclusive Crimson room rates

Training opportunities

Promotion opportunities

Refer a friend bonus

Wellbeing days (unpaid)

Birthday off

Private health care

Wedding leave

Job summary

Crimson Hotels Group is seeking an experienced Guest Relations Manager to lead the guest services team and uphold luxury standards with warmth and attentiveness. You will be the hotel’s ambassador, ensuring exceptional service from arrival to departure.

You will manage guest relations operations, handle VIPs, monitor feedback, and drive guest loyalty. The role requires strong English communication, a charismatic personality, and a detail‑oriented, proactive approach.

Qualifications

• 2–3 years in a Guest Relations Manager or Assistant Guest Relations Manager in a 4★ hotel.
• Excellent command of the English language.
• Charismatic personality with natural flair.
• High attention to detail and a can-do attitude.
• Well-presented with excellent communication and interpersonal skills.

Responsibilities

• Drive service, satisfaction and loyalty and act as the go-to department.
• Lead guest communications pre, during and post stay.
• Coordinate and implement VIP programmes and guest preferences.
• Manage and respond to guest feedback within 48 hours.
• Assist Front Office during peak periods.
• Promote the hotel facilities to guests and visitors.
• Maintain guest history and loyalty tracking.

Skills

Guest relations

VIP guest handling

English proficiency

Communication skills

Attention to detail

Can-do attitude

Professional presentation

Job description

Crimson Hotels Group is seeking an experienced Guest Relations Manager to lead the guest services team and uphold luxury standards with warmth and attentiveness. You will be the hotel’s ambassador, ensuring exceptional service from arrival to departure.

You will manage guest relations operations, handle VIPs, monitor feedback, and drive guest loyalty. The role requires strong English communication, a charismatic personality, and a detail‑oriented, proactive approach.