Guest Relations Manager

Crimson Hotels Group; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discounted room rates

Exclusive Crimson room rates

Training opportunities

Promotion opportunities

Refer a friend bonus

Wellbeing days (unpaid)

Birthday off

Private health care

Wedding leave

Job summary

Crimson Hotels Group is seeking an experienced Guest Relations Manager to lead the guest services team and uphold luxury standards with warmth and attentiveness. You will be the hotel’s ambassador, ensuring exceptional service from arrival to departure.

You will manage guest relations operations, handle VIPs, monitor feedback, and drive guest loyalty. The role requires strong English communication, a charismatic personality, and a detail‑oriented, proactive approach.

Qualifications

• 2–3 years in a Guest Relations Manager or Assistant Guest Relations Manager in a 4★ hotel.
• Excellent command of the English language.
• Charismatic personality with natural flair.
• High attention to detail and a can-do attitude.
• Well-presented with excellent communication and interpersonal skills.

Responsibilities

• Drive service, satisfaction and loyalty and act as the go-to department.
• Lead guest communications pre, during and post stay.
• Coordinate and implement VIP programmes and guest preferences.
• Manage and respond to guest feedback within 48 hours.
• Assist Front Office during peak periods.
• Promote the hotel facilities to guests and visitors.
• Maintain guest history and loyalty tracking.

Skills

Guest relations

VIP guest handling

English proficiency

Communication skills

Attention to detail

Can-do attitude

Professional presentation

Job description

We’re searching for an experienced, caring and creative Guest Relations Manager to join Crimson Hotels, who will drive high level of service, satisfaction and loyalty among our guests.

Responsible for the Guest Relations department with the support of their team, this role will be the main point of contact for guest services and act as the hotel’s guest ambassador ensuring the highest of luxury standards are delivered with a feeling of comfort, warmth and friendliness.

The Role

• Drive high levels of service, satisfaction and loyalty amongst guests and be the “go to” department for guests where everything will happen
• Be the proactive point of contact for guests, pre, during and post stay
• Effectively lead the communication pertaining to guests throughout the hotel, liaising professionally and timely with all departments
• Be the caretaker for suite guests, special occasion guests, and long stay guests
• Meet and entertain guests and VIP’s, building relationships with them encouraging repeat custom
• Analyse, review and respond to Social Media and guest internal and external feedback platforms within 48 hours in a professional manner and gain an understanding on where and how improvements can be made
• Monitor, communicate and follow-up guest complaints
• To maintain and update guest’s history and profiles with accurate information
• Track and drive the hotel’s guest return ratio, building a loyalty of guests
• Refresh and drive the VIP programme and standards and constantly review performance of it
• Coordinate and implement the children’s and family program across all departments
• Coordinate and implement the guest preferences program across all departments
• Responsible for the look, feel and service of the hotel lobby and library
• Assist Front Office with check-in and check-out during busy periods
• Promote the hotel’s facilities to all guests and visitors
• Assist with hotel showarounds

The Person

• 2-3 years in a Guest Relations Manager or Assistant Guest Relations Manager role in a reputable 4* Hotel.
• Excellent command of the English language
• Charismatic personality
• Natural flair
• High attention to detail.
• Can do and anything possible attitude
• Very well presented
• Excellent communication and interpersonal skills.

Benefits

• GoHilton – you and your friends and family can explore the world with discounted room rates through our renowned international travel programme with more than 12 brands under the Hilton Family
• Exclusive set room rates across the Crimson Hotels portfolio
• Learning and development opportunities – from our lots of in-house training courses and programmes and over 1,000 training courses available on our ‘Training University’
• Opportunities for promotion and transfer across departments, Hilton Family group on a national and international level
• Recommend a Friend incentive – bring your friends on board and receive a bonus after they’ve been with us for 6 months
• 5 unpaid wellbieng days
• Paid Birthdays off
• Private health care insurance
• 2 Days wedding/civil partnership days paid

Eligibility

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

Crimson Hotels is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.