Guest Relations Manager

Guest Relations; City Of London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A luxury hotel in London seeks a Guest Relations Manager to oversee exceptional guest experiences and manage the Butlers Team. Ideal candidates should exhibit empathy, attention to detail, and professionalism. Responsibilities include managing VIP guest experiences and enhancing guest engagement scores. The role promises opportunities for career progression and a collaborative work environment that prioritizes guest satisfaction, making it an inviting opportunity for hospitality professionals.

Benefits

Flexible Work Policy

Employee Referral Scheme

Social and Employee Wellness Activities

Complimentary meals prepared daily

Career Progression opportunities

Discounts on Food & Beverage

Qualifications

• Experience in a guest relations or management role.
• Strong communication skills and ability to build rapport.
• Proven ability to enhance guest experiences.

Responsibilities

• Oversee top VIP and full rate suite guests’ experience.
• Build positive connections with all departments.
• Improve Guest Engagement Scores and maximize revenue.

Skills

Empathy

Attention to detail

Calm under pressure

Professionalism

Job description

WHO ARE WE

Nestled in the heart of London’s prestigious Square Mile, Pan Pacific London seamlessly blends graceful luxury, innovative wellness, world-class dining, and exceptional service.

Featuring 194 rooms and 43 suites, including the opulent Pan Pacific Suite, we redefine modern hospitality. Guests can unwind at SENSORY, our state‑of‑the‑art wellbeing floor, complete with an infinity pool, advanced gym, and indulgent spa treatments.

At Pan Pacific London, luxury meets excellence and we invite you to be part of it.

ABOUT YOU

We’re looking for a passionate and guest‑focused Guest Relations Manager to become a valued part of our outstanding Guest Relations team at Pan Pacific London.

You bring confidence, empathy, and professionalism to every interaction, whether with guests or colleagues. Calm under pressure and committed to excellence, you strive to create memorable experiences at every opportunity.

If you take pride in your work, pay close attention to detail, and consistently put people at the heart of everything you do, we would be delighted to hear from you.

JOB SUMMARY

As a Guest Relations Manager being part of the Front of House Management Team, you will be responsible for creating exceptional experiences for our guests. You will oversee the Butlers Team with the support of Guest Service Manager, manage the hotel lobby, and the entire VIP guest’s journey at Pan Pacific London. As the Guest Relations Manager you will oversee day‑to‑day operations and support the Front of House Management, build a liaison between other departments and operations. Your tasks as the Guest Relations Manager will include but not be limited to:

• Overseeing top VIP and full rate suite guests’ experience at Pan Pacific London.
• Building positive connection with all departments, to make magic happen.
• Improving Guest Engagement Scores & maxising the revenue.
• GHA DISCOVERY Programme ambassador

BENEFITS OF WORKING AS A GUEST RELATIONS MANAGER AT PAN PACIFIC LONDON

• Access to Mental Health First Aiders
• An extra day off to celebrate your birthday
• Cycle to Work Scheme
• Employee Referral Scheme
• Season Ticket Loan
• Enhanced Maternity and Paternity Policies
• Eye Care Voucher Scheme
• Social and Employee Wellness Activities
• Employee Assistance Programme, including 24/7 virtual GP and financial advisors
• Two hotel‑wide social events per year, plus additional team gatherings
• Flexible Work Policy
• Complimentary dry cleaning for uniforms and work attire
• Reward and Recognition Programmes including Star of the Month, Manager of the Quarter, and Star of the Year
• Guest Experience Programme
• 50% Discount on Food and 25% Discount on Beverage at Food & Beverage outlets at Pan Pacific London
• 30% Discount on internal spa treatments
• 30% Discount on Food & Beverage across Pan Pacific Hotel Group properties
• Friends & Family rates at Pan Pacific London and across Pan Pacific Hotels Group
• Complimentary meals prepared daily by our chefs
• Two fully paid Study Days per year (in addition to annual leave)
• Two fully paid Volunteer Days per year (in addition to annual leave)
• Career Progression, we’re committed to coaching and supporting your internal development within Pan Pacific Hotels Group
• Additional perks through YuLife
• Dedicated discounts with local eateries

ABOUT PAN PACIFIC HOTELS GROUP

Operated by Pan Pacific Hotels Group, Pan Pacific Hotels and Resorts is a global luxury brand with nearly 30 hotels and serviced suites across 22 cities in Asia Pacific, North America, and Europe—including seven new openings by 2025. Known for sincere and graceful service, Pan Pacific is the trusted choice for guests seeking refined, memorable experiences.

JOIN OUR FAMILY IN THE HEART OF THE CITY

• Hotel of the Year – Group (2023) | Catey Awards
• Hotel of the Year – London (2022/2023) | AA Hospitality Awards
• Forbes Five‑Star Rating | 2022/2023
• Forbes Five‑Star Rating | 2023/2024
• Forbes Five‑Star Rating | 2024/2025
• Forbes Four‑Star Rating – SENSORY Wellbeing | 2023/2024
• Forbes Four‑Star Rating – SENSORY Wellbeing | 2024/2025

All applicants for the role of Guest Relations Manager must have the legal right to live and work in the UK without any restrictions. Proof of eligibility will be required from all candidates at the interview stage.

Compensation: Competitive salary