Guest Relations Manager

PPHE Hotel Group; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hotel discounts

F&B discounts

Holiday entitlement 30 days

Free meals

Wagestream access

Refer a friend bonus

Gym discounts

Ride to Work

Discount hub

Free dry cleaning

Staff parties

Job summary

Park Plaza Waterloo Hotel is seeking a Guest Relations Manager to lead the guest relations team, ensuring exceptional service and memorable experiences for guests. You will manage daily operations, resolve issues, and maintain strong relationships with VIPs and regulars.

The role requires hands-on leadership, excellent communication, and proficiency with Opera and Microsoft Office to support a high-standard hospitality environment.

Qualifications

• Experience leading guest relations teams.
• Experience in hotel guest services.
• Strong communication skills.

Responsibilities

• Oversee day-to-day operations of the guest relations department.
• Coordinate with Front of House teams to ensure guest satisfaction.
• Motivate, train, and inspire Guest Relations staff.
• Ensure high standards with Opera PMS and MS Office.

Skills

Leadership

Customer service

Communication

Tools

Microsoft Office

Opera

Job description

Guest Relations Manager

At Park Plaza, we believe in providing a hotel experience that is tailored to the individual and their needs.As the friendly face of the 494 bedrooms at Park Plaza Waterloo Hotel, you will do more than just welcome our guests. The key role for you as ourGuest Relations Managerwill be to ensure that the service provided by the guest relations team is beyond the normal guest experience that would be expected by our guests. You will be expected to maintain and grow the relationship between the hotel and our VIPs and regular guests and support the guests in resolving any issues that may arise.

As aGuest Relations Manager,you will receive:

• Heavily discounted hotel rates in Europe (extends to the Radisson Hotel Group and family & friends)
• F&B discounts at our restaurants and bars (for your whole party)
• Two wellness days per year, meaning all team members start with 30 days of holiday per year - including bank holidays, increasing with years of service!
• Two free meals per dayincluding days off if you wish to come in!
• Access to 40% of your pay before payday through Wagestream
• Recommend a friend scheme - up to £750
• Vitality at work scheme with great gym discounts & more
• Ride to Work scheme & free cycling lessons
• Benefit Hub - Discounted prices at hundreds of stores, supermarkets, major retailers, attractions, restaurants, and cinemas.
• Free dry cleaning for work uniform
• Annual Staff parties and events

We are looking for aGuest Relations Managerwho will:

• Ensure the smooth running of the department on a day-to-day basis with effective communication.
• Liaise with relevant Front of House teams to ensure guest satisfaction, colleague satisfaction, financial goals and responsible business targets are met.
• Play a hands-on role leading by example, and taking opportunities to motivate, train and inspire the Guest Relations team members
• Proficient with Microsoft Office and excellent knowledge of Opera
• Share our values: Trust, Respect, Teamwork, Enthusiasm, Commitment, Care
• Has previous experience as aGuest Relations ManagerorDuty Managerin a hotel

Renowned for creating memorable moments, Park Plaza caters to both leisure and business travellers with stylish guest rooms and versatile meeting facilities which are perfectly complemented by award-winning restaurants and bars.