Guest Relations Manager

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

Benefits offered by this job

Discounted hotel rates across Europe

Food & beverage discounts

Wellness days and extended holiday

Free meals on shifts

Wagestream pay access

Refer a friend bonus

Gym discounts

Ride to Work scheme

Staff events and parties

Job summary

Park Plaza County Hall London is seeking a Guest Relations Manager to lead the guest relations team and ensure service excellence for VIPs and regular guests. You will foster a culture of hospitality, resolve issues promptly, and drive guest satisfaction across all touchpoints.

Based at Park Plaza County Hall London, the role requires hands-on leadership and collaboration with Front of House teams. Proficiency in Opera and MS Office, plus a passion for superb guest experiences, are essential.

Qualifications

• Guest relations or hospitality experience required.
• Strong communication and problem-solving skills.
• Ability to lead a diverse team and manage VIP guests.

Responsibilities

• Ensure the smooth running of the department on a day-to-day basis with effective communication.
• Liaise with Front of House teams to ensure guest satisfaction and financial targets.
• Lead and inspire the Guest Relations team through coaching and example.
• Maintain proficiency in Microsoft Office and Opera.
• Uphold company values: Trust, Respect, Teamwork, Enthusiasm, Commitment, Care.
• Prior experience as Guest Relations Manager or Duty Manager in a hotel.

Skills

Customer service excellence

Team leadership

Effective communication

Tools

Opera PMS

Microsoft Office

Job description

Location: Park Plaza County Hall London, United Kingdom

Salary: Highly competitive with great benefits

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 399 guestrooms Park Plaza County Hall Hotel, you will do more than just welcome our guests. The key role for you as our Guest Relations Manager will 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 a Guest Relations Manager you will receive:

• Salary: Competitive with great benefits
• 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 a Guest Relations Manager who 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 a Guest Relations Manager or Duty Manager in 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.