Guest Relations Manager

Maybourne Group; Greater London; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Excellent salary package

Pension Scheme

Travel Season Ticket Loans

Subsidised wellbeing treatments

Birthday/Anniversary gifts

Discounts across Maybourne properties

Job summary

Claridge's is recruiting a Guest Relations Manager to serve as a trusted host for our guests, crafting bespoke touches and ensuring every stay is effortlessly exceptional.

You will lead a seasoned team, drive guest profiling and profitability targets, and oversee VIP amenities and loyalty programs, all within a five‑star, fine‑dining environment in London. The role demands intuitive service and a passion for delivering lasting memories.

Qualifications

• Experience in a similar role within a five-star or fine dining environment.
• Ability to lead, support and motivate a team.
• Skilled at managing service flow and stepping in during busy periods.
• Understanding of Forbes and LQA Standards.

Responsibilities

• Create renowned memorable experiences for VIP guests, managing their stay from pre-arrival to post‑departure follow-up.
• Maintain comprehensive guest history across departments.
• Achieve targets for service standards, guest profiling, payroll, revenue, upselling and cross-selling.
• Lead and develop a successful team with training and performance management.
• Manage guest amenities, VIP and loyalty programs.

Skills

Guest relations

Team leadership

Customer service

Upselling

Job description

We are seeking an exceptional Guest Relations Manager to join the team at Claridge's.

Maybourne operates some of the world’s most extraordinary hotels, including Claridge's, The Connaught, The Berkeley and The Emory in London, the Maybourne Beverly Hills and the Maybourne Riviera in the South of France, where exceptional experiences and stories of distinction are crafted that celebrate the design and character of every destination.

One of Maybourne's storied hotels is Claridge's, a place shaped by centuries of enduring artistry. A rich symphony of experience, where every moment unfolds with unforgettable flair. A place where tradition is treasured and history continues to inspire. For over two hundred years, those who choose Claridge's for life’s finest moments become part of its brilliant legacy.

Claridge's is a family of the best and brightest, proudly serving the best and brightest. The calibre of our staff is unparalleled, as are our esteemed guests. Our people are a manifestation of our ethos - generous, passionate and truly personal. Claridge's is a place that invites you in, embraces you, and make your spirit soar.

Guest Services

Claridge's Guest Relations department are at the centre of the hotel’s most personalised and meaningful moments. You will become a trusted host for our guests, crafting bespoke touches and ensuring every stay feels effortlessly exceptional. Our seasoned and accomplished team blend grace, intuition and genuine warmth as they discover new opportunities to elevate experiences and create stories of distinction every day for our guests.

As Guest Relations Manager you will be responsible for:

• Creating renowned memorable experiences for all our VIP guests, ensuring the seamless running of their entire stay, from pre- arrival through to departure and post departure follow up.
• Ensuring that a comprehensive guest history is maintained and utilised throughout all departments.
• Reaching all targets, including, service standards, guest profiling, payroll, revenue, upselling and cross-selling.
• Leading and developing a successful team, including all training and performance management.
• Management of guest amenities, VIP and loyalty programs.

Successful candidates for our Guest Relations Manager opportunity will:

• Have worked in a similar role, within a five star or fine dining environment.
• Be confident in leading, supporting and motivating a team.
• Be skilled at managing service flow and stepping in to support during busy periods.
• Provide intuitive service, with absolute understanding of our guests needs to create exceptional service experiences, that result in lasting memories.
• Be a team player who is an avid learner who wants to be challenged and developed.
• Have a thorough understanding of Forbes and LQA Standards.

This is an exciting role for a talented individual who is looking for a new challenge and wants to join a fast paced and high performing hotel team renowned for their approach and delivery of unparalleled service.

Here at Maybourne, we strive to reward our colleagues for the incredible work they do every single day. In return for your hard work and dedication we offer you:

Financial Stability

• Excellent salary package.
• Family Friendly company policies including enhanced Maternity and Paternity Pay.
• Holiday allowance increase after 3 and 5 years of service.
• Travel Season Ticket Loans.
• Pension Scheme*.

Health and Wellbeing Support

• Subsidised monthly Podiatrist and Masseuse treatments.
• Flu vaccination vouchers*.
• Eye test vouchers and contributions towards glasses*.
• 24-hour colleague assistance helpline.
• On and off-site Occupational Health Service.
• Death in Service salary contribution.
• Various wellbeing activities focused on mental and physical health.
• A complimentary state-of-the-art all-day dining staff restaurant serving a range of nutritious meals.

Recognition and Career Development

• Referral Scheme 'Introduce a Star' where you can earn up to £1,500*.
• Instant colleague recognition and award programme with generous prizes.
• Colleague of the month nominations with generous prizes.
• Additional paid day off to celebrate your Birthday.
• Internal transfer and promotion opportunities.
• In-house training and development team with a strong focus on career progression and personal growth.
• Long service awards.

Memorable experiences

• Preferential room rates of £50 per overnight stay for yourself or your family across Maybourne.
• Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.
• 50% Food and Beverage discount* across Maybourne.
• Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children's Party, etc.)
• Wedding and Baby gifts.
• Retirement functions.

*Terms and conditions apply to all benefits.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.