Guest Relations Manager

Nammos Mayfair Limited Enterprise; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Birthday Day Off

Meals on Duty

Employee discounts

Company Events

28 days annual leave

Job summary

NAMMOS LONDON is seeking a motivated Restaurant Guest Relations Manager to join our luxury venue in London. You will greet guests, identify VIPs, and coordinate with Reservations, Reception, Events, and Service teams to deliver unforgettable experiences.

You will manage guest profiles in CRM, handle feedback, and contribute to VIP events and loyalty programs. The role requires elite guest service, strong communication, and the ability to maintain poise under pressure in a fast-paced, luxury

Qualifications

• Experience in guest relations or similar in luxury hospitality.
• Proven track record delivering exceptional guest experiences, handling VIP clientele.
• Strong organizational and communication skills; impeccable personal presentation.

Responsibilities

• Greet, welcome, and engage guests throughout their visit.
• Identify VIPs and regulars and tailor experiences accordingly.
• Maintain guest profiles in the CRM, ensuring privacy and accuracy.
• Coordinate with Reservations, Reception, Events, and Service teams for special occasions.
• Address feedback and complaints promptly, ensuring satisfaction and recovery.
• Monitor guest satisfaction and report trends to management.
• Support guest recognition programs and loyalty initiatives.
• Build relationships with local luxury partners to enhance experiences.
• Assist in planning VIP events and exclusive experiences.

Skills

Interpersonal skills

Communication

Guest service

CRM proficiency

Multitasking

Problem solving

Professional appearance

Attention to detail

Fluent in English

Tools

CRM software

Job description

NAMMOS LONDON

From the iconic shores of Mykonos to some of the world’s most celebrated destinations, Nammos has become synonymous with elevated Mediterranean cuisine, vibrant energy, and refined hospitality. What started as a beachfront restaurant in 2003 has evolved into a globally recognised lifestyle brand known for exceptional food, atmosphere, and unforgettable experiences.

Nammos has now arrived in London, bringing its signature style and culinary excellence to one of the city’s most exciting locations. Following our successful opening in May 2026, we continue to build an exceptional team dedicated to delivering unforgettable guest experiences.

We are currently looking for a motivated and? Restaurant Guest Relations Manager. We are seeking someone who thrives in a fast-paced environment, takes pride in supporting a high-performing team, and is eager to contribute to the smooth operation of a busy luxury hospitality venue.

At Nammos London, you will be part of an international brand, working within a beautifully designed venue and an ambitious, supportive team. We offer a competitive salary, excellent development opportunities, and the chance to grow within a globally expanding group.

If you are ready to be part of an exciting chapter and help shape the future of Nammos in London, we would love to hear from you.

KEY RESPONSIBILITIES:

• Greet, welcome, and engage with all guests throughout their visit, ensuring each guest feels valued and recognized.
• Proactively identify VIPs, regulars, and special guests, ensuring their preferences and requirements are anticipated and met.
• Maintain and update guest profiles, preferences, and history in the CRM system, ensuring data privacy and accuracy.
• Liaise with the Reservations, Reception, Events, and Service teams to coordinate special occasions, group bookings, and bespoke experiences.
• Handle guest feedback, concerns, and complaints promptly and professionally, following up to ensure complete satisfaction and service recovery.
• Monitor guest satisfaction through direct interaction, feedback forms, and online reviews, and report insights to management
• Organize and support guest recognition programs, loyalty initiatives, and personalized follow-up communications.
• Build relationships with local businesses, concierge partners, and luxury service providers to enhance the guest experience.
• Assist in the planning and execution of VIP events, private dining, and exclusive experiences.
• Ensure the guest relations desk/area is always immaculate, welcoming, and reflective of the Nammos brand.
• Prepare and present regular reports on guest feedback, loyalty, and service trends to management.
• Perform all reasonable tasks designated by the General Manager, Restaurant Manager, or management team.
• Able to create spend and visit reports for VIP bookings.

SKILLS, AND EXPERTISE:

• Exceptional interpersonal and communication skills, with a natural ability to connect with people from diverse backgrounds.
• Strong knowledge of luxury hospitality standards and guest service best practices
• High level of emotional intelligence, discretion, and diplomacy in guest interactions
• Proficiency in guest management and CRM systems
• Ability to multitask, prioritize, and remain calm under pressure.
• Excellent problem-solving and conflict resolution skills
• Professional appearance and demeanor, reflecting the Nammos brand.
• Attention to detail, organization, and reliability.
• Fluent in English; additional languages are an advantage.

QUALIFICATIONS:

Essential:

• Previous experience in guest relations, guest services, or a similar role in a luxury restaurant, hotel, or hospitality environment
• Proven track record of delivering exceptional guest experiences and handling VIP clientele.
• Good command of English, both spoken and written
• Excellent organizational and communication skills
• Immaculate personal presentation and professionalism
• Reliable timekeeping and punctuality

Desirable:

• Experience with CRM and guest management software
• Additional language skills
• Experience organizing high-profile events or working with luxury brands.
• Formal qualification in hospitality, customer service, or business administration

WHAT YOU WILL GET:

• Competitive Salary
• Company Pension scheme
• 28 days of annual leave (including Bank Holidays)
• Birthday Day Off
• Meals on Duty
• Employee discounts
• Company Events
• Referral Bonuses