Guest Relations Manager

Marriott International, Inc.; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global hospitality leader is seeking a Guest Relations Manager in the City of Westminster to ensure guests have memorable experiences. Key responsibilities include addressing guest complaints, managing VIP relations, and driving guest satisfaction. The ideal candidate has significant experience in guest relations, strong interpersonal skills, and a passion for hospitality. Benefits include comprehensive training, wellbeing programs, and a Marriott Discount Card for various perks.

Benefits

Comprehensive training and development programme

Marriott Discount Card with benefits for hotel rooms

20 days holiday, increasing with service

Pension & life assurance

Qualifications

• Significant experience in a similar guest-relations/customer-experience position.
• Passion for hospitality and previous experience in a guest-relations/customer-experience department or hotel front office.
• Experience supervising a team preferred.

Responsibilities

• Communicate guest complaints and follow through to all department heads.
• Monitor and control departmental expenses such as VIP gifts.
• Interact regularly with customers to obtain feedback on service levels.
• Make decisions when dealing with guests and other departments.

Skills

Interpersonal skills

Multitasking ability

Customer service orientation

Conflict resolution

Decision-making under pressure

Job description

The Guest Relations Manager should offer a high level of both proactive and reactive customer service. They are expected to support and follow up with guests' requests, proactively identify ways that the guests stay can be made memorable as well as building relationships with VIP and high-profile guests offering the highest level of customer service. They should champion customer service within the hotel, strive to make sure that every guest has a seamless experience, enjoyable stay and their expectations exceeded.

We are currently recruiting for an ambitious and passionate Guest Relations Manager who strives to provide and inspire incredible guest service that creates truly memorable experiences for our guests.

Responsibilities

• Communicate guest complaints and follow through to all department heads and the Executive Office, ensuring that guest remarks are always updated.
• Delegate work appropriately and follow up within specified timeframes.
• Monitor and control departmental expenses such as VIP gifts and stationary.
• Recognize and communicate VIP guests and Marriott Bonvoy elite guests; implement the hotel’s VIP, recognition, and upgrade programs and ensure leadership and other departments are aware of any VIP or previous‑stay challenges.
• Compile and distribute a list of anticipated services and amenities to relevant departments.
• Maintain high visibility in public areas during peak times (e.g., lobby, Executive Lounge, banqueting space).
• Interact regularly with customers throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Record guest issues in the guest response tracking system and follow up and notify others where required.
• Review comment cards and guest satisfaction results with front‑office management, identify trends and make suggestions for continuous improvement.
• Make pre‑arrival, mid‑stay, and post‑stay calls to guests to ensure their needs are met.
• Prioritize and resolve any outstanding requests or problems from the previous day, following up with guests to confirm satisfaction.
• Make decisions when dealing with guests and other departments, committing to a course of action with the information available.
• Keep up to date on available resources that can better serve customers’ needs and improve organisational performance, and suggest improvements to stay competitive.
• Drive guest satisfaction scores while being mindful of departmental expenses and hotel goals.
• Respond to requests for special arrangements or services by planning or identifying appropriate providers.

Qualifications

• Strong interpersonal skills and good people‑management ability.
• Innovative, proactive, reliable, able to work alone and within a team.
• Significant experience in a similar guest‑relations/customer‑experience position.
• Passion for hospitality and previous experience in a guest‑relations/customer‑experience department or hotel front office (essential).
• Experience supervising a team preferred.

Skills & Knowledge

• Strong verbal, written, and listening communication skills.
• Customer‑service orientation and strong interpersonal skills.
• Ability to work alone as part of a team.
• Multitasking, organisational, and time‑management skills.
• Positive demeanour.
• Good influencing, conflict‑resolution, and negotiation skills.
• Stress‑management and ability to make decisions under pressure.
• Dependability and reliability.
• Innovative and proactive mindset.

Benefits

• Team‑spirited co‑workers.
• Encouraging management.
• Wellbeing programmes.
• Comprehensive training and development programme.
• Marriott Discount Card with benefits for hotel rooms, gifts, F&B across 130 countries.
• Recognition programmes.
• Meals at work.
• Uniform.
• Enrolment of Perks at Work – access to unlimited deals at retailers and more.
• 20 days holiday, increasing with service.
• Cycle‑to‑work scheme.
• Pension & life assurance.
• Awards and recognition celebrations and many more.

Marriott International is an equal‑opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‑first culture. We are committed to non‑discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh‑so‑familiar all around the globe.