Guest Relations Manager

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

Benefits offered by this job

12 complimentary nights a year across

Discounted hotel stays across Hyatt

Free meals on duty

Uniform provided and laundered

Headspace membership

50% discount on food and beverages

Learning & development opportunities

Job summary

Hyatt Regency London Stratford and Hyatt House London Stratford seek a Guest Relations Manager to enhance guest experiences in a luxury setting. You will coordinate amenity requests, optimize room allocations with the Front Office Manager, and act on Medallia insights to drive improvements.

You will ensure returning guests are recognized and preferences recorded, collaborating across teams to maintain high standards of service and personalization in one of London’s dynamic Stratford venues.

Qualifications

• Previous experience in hotel front office within the luxury segment is preferred.
• Strong organisational and multitasking abilities.
• Excellent communication skills and guest service orientation.

Responsibilities

• Review the arrival lists and organize the amenities and ensure that special requests are honored whenever possible.
• Work with the Front Office Manager to optimize our room allocations
• Analyze our Medallia results to identify possible areas for improvements
• Ensure that regular guests are recognized and that their preferences are honored
• Work with all teams to collect GEM notes and that our TOP50 gem guests all have their preferences recorded

Skills

Excellent communication skills

Strong organisational skills

Multitasking abilities

Job description

"Hyatt is a place of learning – similar to a university. The company offers so many ways for me to learn and grow, both professionally and personally."

Hyatt Regency London Stratford and Hyatt House London Stratford are located in the vibrant Stratford area of East London within Westfield Stratford City, one of Europe’s largest urban shopping and entertainment destinations.

Together, the hotels offer 350 contemporary guestrooms and suites along with 14 versatile meeting and event spaces. The property welcomes a diverse mix of business and leisure travellers and is within walking distance of Queen Elizabeth Olympic Park and the London Stadium.

Dining experiences include Elondi Restaurant & Bar, offering modern British dishes influenced by the vibrant spirit of East London and made with locally sourced ingredients. Colleagues work in a dynamic and fast paced environment supporting both short stay and extended stay guest experiences in one of London’s most vibrant and fast evolving neighbourhoods.

Duties and responsibilities related to the Guest Relations Manager role

Review the arrival lists and organize the amenities and ensure that special requests are honored whenever possible.

Work with the Front Office Manager to optimize our room allocations

Analyze our Medallia results to identify possible areas for improvements

Ensure that regular guests are recognized and that their preferences are honored

Work with all teams to collect GEM notes and that our TOP50 gem guests all have their preferences recorded About Hyatt Hotels London Stratford

About you

You are a warm and personable individual with excellent communication skills and a genuine passion for creating memorable guest experiences. You excel at anticipating guest needs, providing personalised service, and ensuring every visitor feels valued and welcomed. Previous experience in hotel front office within the luxury segment is preferred. Strong organisational and multitasking abilities skills are required. You ensure exceptional guest service and champion team culture.

Benefits you will enjoy as a Guest Relations Manager

• 12 complimentary nights a year across Hyatt Hotels worldwide
• Discounted hotel stays across Hyatt not just for you but also your family and friends from the day you start!
• Free meals on duty in our colleague restaurant
• Uniform provided and laundered complimentary
• Headspace membership and access to our Employee Assistance Programme
• 50% discount on food and beverages when you dine as a guest at selected Hyatt Hotels
• Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide

At Hyatt, our purpose is to care for people so they can be their best. Guided by our values of Empathy, Integrity, Respect, Inclusion, Experimentation and Wellbeing, we create an environment where colleagues feel supported and empowered to grow.

With more than 1,450 hotels and all-inclusive resorts across over 80 countries, Hyatt offers opportunities to build your career within a global hospitality company featured in Fortune’s 100 Best Companies to Work For.

At Hyatt, we open doors and turn jobs into careers. Here, individuality is celebrated, people are supported to thrive, and everyone is empowered to make a meaningful impact.