Guest Relations Manager

Staffline Recruitment (NI) Ltd.; Belfast; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prestigious hotel in Belfast is seeking an experienced Guest Relations Manager to lead the front-of-house team. The role involves ensuring exceptional guest experiences, overseeing guest services, and maintaining high standards across all operations. The ideal candidate will have a background in hospitality management with strong leadership skills and a passion for service. Competitive salary and opportunities for development are offered.

Benefits

Competitive salary and performance incentives

Opportunities for professional development and career progression

Paid annual leave and staff discounts

Supportive, team-oriented working environment

Qualifications

• Previous experience in guest relations or hospitality management, ideally in a 4- or 5-star environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strong problem-solving skills and professional handling of challenging situations.
• Organized, detail-oriented, and able to manage multiple priorities.
• Passionate about hospitality and providing exceptional service.
• Proficiency with general hotel management systems and standard office software.
• Flexibility to work evenings, weekends, and public holidays.

Responsibilities

• Lead the Guest Services team to provide a welcoming and professional experience.
• Handle guest inquiries, feedback, and complaints with professionalism.
• Coordinate services for VIP and special guests, ensuring all requests are met.
• Collaborate with other departments for seamless operations.
• Train, coach, and mentor staff for excellence in guest interactions.
• Monitor guest satisfaction and implement needed improvements.
• Support the planning and delivery of guest-focused events.

Skills

Service Management

Customer Service

Events Planning

Communication

Reporting

Education

Degree in Hospitality Management, Business, or related field

Job description

Guest Relations Manager

Location: Belfast, Northern Ireland
Salary: Competitive, depending on experience
Job Type: Full-time

About the Role

We are looking for an experienced Guest Relations Manager to lead our clients' front-of-house team at a prestigious hotel in Belfast. You will play a key role in delivering exceptional experiences for all guests and ensuring high standards across all guest-facing services.

Key Responsibilities

• Lead the Guest Services team to provide a welcoming and professional experience for all guests.
• Handle guest inquiries, feedback, and complaints with professionalism and empathy, ensuring swift resolution.
• Coordinate services for VIP and special guests, ensuring all requests are met.
• Collaborate with other departments to maintain seamless operations and high service standards.
• Train, coach, and mentor staff to maintain consistent excellence in guest interactions.
• Monitor guest satisfaction and implement improvements where needed.
• Support the planning and delivery of guest-focused events and initiatives.

Requirements

• Previous experience in guest relations, front office, or hospitality management, ideally in a 4- or 5-star environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strong problem-solving skills and the ability to handle challenging situations professionally.
• Organized, detail-oriented, and able to manage multiple priorities.
• Passionate about hospitality and providing exceptional service.
• Proficiency with general hotel management systems and standard office software.
• Flexibility to work evenings, weekends, and public holidays as needed.

Desirable

• Degree in Hospitality Management, Business, or related field is a plus.

Benefits

• Competitive salary and performance incentives.
• Opportunities for professional development and career progression.
• Paid annual leave and staff discounts.
• Supportive, team-oriented working environment.

Applicants must be based in Northern Ireland with full rights to work unrestricted in the United Kingdom.

Skills: Service Management, Customer Service, Events Planning, Communication, Reporting