Guest Relations Manager

Oetker Hotels; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Complimentary meals on duty

Season ticket loan

Life Insurance

Retail discounts in London

Employee Assistance Programme

Job summary

The Lanesborough, a five-star luxury hotel on Hyde Park, is seeking a Guest Relations Manager to lead the guest experience and act as the ambassador for business, embassies and corporate accounts.

You will support the Front Office Manager and Executive Head of Rooms Divisions, build rapport with guests, manage VIP services, coordinate with departments, and drive service excellence while maintaining the highest standards of presentation and professionalism.

Qualifications

• Previous experience in a similar role in a 5* establishment.
• Experience in the luxury London market preferred.
• Strong communication skills, verbal and written, including complaint handling.

Responsibilities

• Ensure a friendly and pleasant environment for all guests with guest recognition at the forefront of service.
• Act as The Lanesborough’s contact (Ambassador) for business, embassies and corporate accounts.
• Handle all guest inquiries and complaints courteously and effectively, ensuring issues are resolved to guest satisfaction.
• Be proactive with upcoming arrivals and prepare the hotel by liaising with butlers, housekeeping, front office and F&B HODs.
• Provide exceptional service while maximizing room revenue, productivity and development within the team.
• Fulfill the role of Hotel Duty Manager as required.

Skills

Guest relations

Communication skills

VIP handling

Opera system knowledge

Tools

Opera system

Job description

Guests Relations Manager

We have an exceptional opportunity to join our Front Office Team at The Lanesborough.

Awarded No. 1 Hotel in London in the Travel + Leisure World's Best Awards, on the doorstep of Hyde Park, just a short walk from Harrods, Harvey Nichols and London’s most exclusive shopping district; Sloane Street and Knightsbridge, this grand luxury mansion has undergone an inspired renovation by the famed interior designer Alberto Pinto. The hotel is home to 93 luxurious suites and bedrooms, modern British dining at The Lanesborough Grill, the vibrant Library Bar and Garden Room and the magnificent Lanesborough Club & Spa.

Oetker Hotels

Masterpiece Collection

Oetker hotels are true masterpieces located in the world’s most desirable destinations. Each property is a landmark and a timeless icon of elegance. With deep devotion to local culture and community, our Hosts of Choice preserve a tradition of legendary European hospitality and genuine family spirit that began in 1872.

Candidate Profile

As Guest Relations Manager, you will have a real pride and passion for what you do, with the ability to build rapport and long‑term relationships with our guests. In this role, you will support the Front Office Manager and the Executive Head of Rooms Divisions to establish and maintain marketing objectives, operating criteria, programming, budgeting, VIP guests, associate relations and staff training.

Responsibilities & Duties Include

• Ensure a friendly and pleasant environment for all guests ensuring that Guest Recognition is at the forefront of service.
• To act as The Lanesborough’s contact (Ambassador) for business, Embassies and Corporate accounts
• Handle all guest enquiries and complaints in a courteous and effective manner, ensuring all issues are rectified to the guest’s full satisfaction.
• Be proactive with upcoming arrivals and prepare the hotel for stays including liaising with Butlers, Housekeeping, Front Office, and F&B HODs
• Be responsible for providing all guests with exceptional service while maximizing room revenue, productivity and development within the team
• Assume the roles and responsibilities of Hotel Duty Manager as required.

Key Requirements

• Previous experience in a similar role in a 5* establishment is essential and experience in the luxury London market would be preferred.
• Knowledge of driving standards with acute attention to detail and delivery of business strategies.
• You will be required to possess good communication skills, both verbal and written, including complaint handling and resolution.
• Immaculate grooming standards
• Be available, flexible and willing to work a 24h roaster when required
• Extensive knowledge of Opera system is essential

Benefits

We believe in recognising and valuing the contributions of our team members. To support your wellbeing and growth, we provide a robust reward and benefits package, including:

Financial Wellbeing

• Season ticket loan
• Enhanced Pension Scheme
• Life Insurance
• Complimentary dry cleaning
• Safety shoes
• Retail discounts around Victoria, Westminster, Whitehall and the Northbank area

Health & Wellness

• Complimentary meals on duty
• Cycle to Work scheme
• Flu vaccinations
• Discounted chiropodist and massage treatments
• Substantiality initiates
• Social and sports activities (e.g. football games, running club, yoga & pilates, etc.)
• EAP – Employee Assistance Programme

Career Growth & Personal Development

• Internal transfer and promotion opportunities
• Cross-departmental exposure
• Partnered with industry-leading training providers
• Internal learning gateway
• Free access to e-learning platform offering job-specific training and personal growth courses
• Subsidised professional qualifications and certified training programmes
• Financial incentives for bringing talents to The Lanesborough via ‘Recommend-A-Friend’ scheme

Recognition & Social Initiatives

• Award programmes throughout the year with generous prizes
• Long service awards
• Preferential room rate at The Lanesborough for you and your family
• 50% discount on F&B and Club & Spa treatments
• Social events (e.g. Annual Party, Recognition Celebrations, Children's Christmas Party, Departmental Appreciation Day, pub quiz, etc.)
• Celebrating your important moments (birthdays, anniversaries, weddings, newborns, etc.)
• Retirement parties
• Terms and conditions apply to all benefits.

Eligibility

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Oetker Hotels

Oetker Hotels are true masterpieces located in the world’s most desirable destinations. Each property is a landmark and a timeless icon of elegance. With deep devotion to local culture and community, our Hosts of Choice preserve a tradition of legendary European hospitality and genuine family spirit that began in 1872.

The collection includes Le Bristol Paris, Brenners Park-Hotel & Spa in Baden-Baden, Hôtel du Cap-Eden-Roc in Antibes, Château Saint-Martin & Spa in Vence, The Lanesborough in London, L’Apogée Courchevel, Eden Rock-St Barths, Jumby Bay Island in Antigua, Palácio Tangará in São Paulo, Hotel La Palma in Capri, The Vineta Hotel in Palm Beach, and more than 150 private villas around the globe. In 2027, a new masterpiece will be opening in Saint-Tropez.