Guest Relations Duty Manager

TN United Kingdom; London; On-site; GBP 40,000 - 46,000; Full time

Job summary

An established industry player seeks a Guest Relations Duty Manager to lead a dedicated team in providing exceptional guest experiences. This full-time role involves overseeing operations, mentoring staff, and ensuring satisfaction across the hotel. The ideal candidate will possess excellent interpersonal and communication skills, with a passion for hospitality. Join a diverse and inclusive team at a premier hotel, where your contributions will enhance guest experiences and promote a welcoming environment.

Benefits

12 complimentary nights annually

Discounted hotel stays

Free meals in colleague restaurant

50% discount on food and beverages

Complimentary business attire laundering

Headspace membership

Employee Assistance Programme

Opportunities for continuous learning

Qualifications

• Experience in guest relations or hotel management.
• Strong leadership and mentoring abilities.

Responsibilities

• Define strategies to enhance guest experience.
• Mentor and coach the team for maximum engagement.
• Monitor guest satisfaction platforms.

Skills

Interpersonal Skills

Communication Skills

Team Management

Guest Engagement

Education

Hospitality Management Degree

Relevant Certifications

Job description

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Guest Relations Duty Manager

Hyatt Regency London - The Churchill

Location: London, UK

Department: Guest Service Operations

Position: Department Head/Manager, Full-time

Req ID: LON005831

Summary

The Guest Relations Duty Manager reports to the Front of House Manager and oversees a team of four in the Guest Relations department. The role involves acting as the senior manager on duty during weekends, collaborating with department heads to ensure exceptional guest experiences across the hotel.

Salary and Shift Patterns

Salary: £40,000 + Service Charge

Shift patterns: 5 days a week, including weekends

Benefits

• 12 complimentary nights annually across Hyatt Hotels worldwide
• Discounted hotel stays for you, family, and friends from day one
• Free meals in our colleague restaurant
• 50% discount on food and beverages at selected Hyatt Hotels
• Complimentary business attire laundering
• Headspace membership and Employee Assistance Programme
• Opportunities for continuous learning, development, and career progression across Hyatt Hotels worldwide

Responsibilities

• Define and implement strategies to enhance guest experience
• Create memorable experiences with excellent interpersonal and communication skills
• Mentor and coach the team for maximum guest engagement
• Build rapport with guests, understand their needs, and recommend suitable services
• Support the Front Office team with arrivals, check-ins, and departures
• Promote Hyatt’s food & beverage outlets and services
• Monitor guest satisfaction platforms like Medallia and TripAdvisor
• Act as senior duty manager during weekends, bank holidays, and evenings

About Hyatt Regency London - The Churchill

Located in Marylebone, in the heart of London’s West End, with views over Portman Square gardens, the hotel features 440 guestrooms, including 50 suites, and 11 meeting spaces. Dining options include The Montagu Kitchen and Churchill Bar & Terrace.

Hyatt values empathy, integrity, respect, inclusion, experimentation, and wellbeing. Joining Hyatt means becoming part of a diverse, inclusive, and global family with over 1,150 hotels in more than 70 countries. We are committed to making travel more human, connected, sustainable, and celebrating individuality in our team.