Guest Relations Manager

02- Front Office; Greater London; On-site; GBP 30,000 - 36,000; Full time

Job summary

A prestigious hotel in Greater London is seeking a Guest Relations Manager to lead a dedicated team in delivering exceptional service to guests. This role involves managing VIP interactions, ensuring feedback is addressed, and developing strategies to boost guest loyalty. The ideal candidate will have proven leadership experience in a 5-star hotel environment, strong problem-solving skills, and proficiency in Opera PMS. Competitive salary and benefits include 28 days of holiday and various discounts.

Benefits

28 days holiday

Free meals on duty

Discounted employee rates

Life assurance scheme

Employee assistance programme

Qualifications

• Proven experience in managing, coaching, and developing teams.
• Confidence and professionalism when interacting with high-profile guests.
• Excellent standard of English, both written and spoken.

Responsibilities

• Manage and inspire the team to provide proactive customer service.
• Coordinate with other departments to fulfill guest requests.
• Develop and implement strategies to enhance guest satisfaction.

Skills

Leadership

Attention to detail

Problem-solving

Communication

Interpersonal skills

Organisational skills

Tools

Opera PMS

Microsoft Office

Job description

About us...

Intercontinental London O2 is nestled on Greenwich Peninsula, attached to the O2, and embraces a captivating backdrop of the River Thames and Canary Wharf. Our five‑star hotel includes 453 bedrooms, a diverse dining selection, spa facilities, state‑of‑the‑art conference and meeting rooms, including the UK’s largest pillar‑free ballroom.

A bit about what you will do...

Guest Relations Managers in our luxurious hotel ensure the service provided by the Guest Relations team is consistently outstanding and exceeds guests’ expectations on all occasions.

• Manage and inspire the team to have a proactive approach to customer service which extends beyond the lobby area.
• Ensure the team accurately profiles our guests by capturing all relevant information, comments and preferences.
• Manage and prepare for all VIP and regular guest arrivals, maintaining contact throughout their stay to exceed expectations and encourage repeat business.
• Coordinate with other departments to ensure all guest requests are fulfilled in a timely and efficient manner.
• Manage guest feedback across all platforms ensuring appropriate responses and follow‑ups. Share this feedback with the wider hotel team.
• Manage the Executive Lounge and oversee service delivery.
• Coach, train, and support the team to provide consistently high standards while continually looking to improve.
• Develop and implement strategies to enhance guest satisfaction and loyalty.

More about you...

• Strong leadership and motivational abilities.
• Exceptional attention to detail and drive to maintain high standards.
• Excellent problem‑solving and decision‑making skills.
• Strong communication, interpersonal and organisational skills.
• Confidence and professionalism when interacting with high‑profile guests.
• Proven experience in managing, coaching and developing teams.
• Approachable and positive manner with a “can‑do” attitude.
• Ability to remain calm under pressure.
• A smart and professional appearance.
• Proven track record in a similar position within a 5‑star hotel.
• Proficiency in Opera PMS and Microsoft Office.
• Excellent standard of English, both written and spoken.
• Experience of working with brand standards.

What’s in it for you…

Salary – £35,700 per annum

Holiday – 28 days holiday, enhanced after 5 years of service.

But there’s more...

• Free meals on duty.
• Complimentary on‑site parking is available whilst on duty.
• Free limited shuttle service between the hotel and Heathrow Terminal 5 and Egham Station.
• Discounted employee friends & family rates at Arora Hotels.
• Food and beverage discounts.
• Christmas gifts and employee parties.
• Introduce a friend scheme.
• Cycle 2 work scheme.
• UK attraction discounts @ Merlin Entertainments.
• Taste card.
• Life assurance scheme.
• Wage stream.
• Employee assistance programme.
• Arora star employee recognition.
• Long service recognition award.

Grow with us...

We are growing rapidly, and with growth comes advancement opportunities. Being part of the Arora group offers exciting opportunities for career progression and development across our properties and brands.