Guest Experience & VIP Relations Manager

PPHE Hotel Group; Greater London; On-site; GBP 32,000 - 44,000; Full time

Benefits offered by this job

Hotel discounts

F&B discounts

Wellness days

3+ weeks holiday

Job summary

Park Plaza Waterloo Hotel is seeking a Guest Relations Manager to lead the guest relations team and uphold service excellence for our VIPs and regular guests.

You will resolve issues, champion guest satisfaction, and collaborate with Front of House to achieve targets. Proficiency in Opera and Microsoft Office is preferred. This role invites strong leadership and guest-centric hospitality throughout the property.

Qualifications

• Experience as Guest Relations Manager or Duty Manager in a hotel.
• Proficient with Microsoft Office and Opera.
• Strong communication and leadership skills.
• Ability to liaise with Front of House teams to ensure guest satisfaction.

Responsibilities

• Ensure the smooth running of the department on a day-to-day basis with effective communication.
• Liaise with Front of House teams to ensure guest satisfaction, colleague satisfaction, financial goals and responsible business targets.
• Lead by example, and motivate, train and inspire the Guest Relations team members.

Skills

Effective communication

Leadership by example

Guest satisfaction

Team motivation

Tools

Opera

Microsoft Office

Job description

Park Plaza Waterloo Hotel is seeking a Guest Relations Manager to lead the guest relations team and uphold service excellence for our VIPs and regular guests.

You will resolve issues, champion guest satisfaction, and collaborate with Front of House to achieve targets. Proficiency in Opera and Microsoft Office is preferred. This role invites strong leadership and guest-centric hospitality throughout the property.