Guest Relations Manager

DoubleTree by Hilton Harrogate Majestic; Harrogate; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join Cairn Group as a Guest Relations Manager at DoubleTree by Hilton Harrogate Majestic and lead a dedicated team to create memorable guest experiences. This role combines leadership with a focus on service excellence, offering frequent opportunities for learning and development in a thriving environment.

Benefits

Service Excellence Bonus

Get Paid in Real-Time with Wagestream

Discounted stays across all venues

50% off food and drinks

Exclusive wellness offers at spas

Retail, Cinema & Fun Discounts

Apprenticeships and leadership programs

Superstar Awards for outstanding team members

Long-Service Awards and extra annual leave

Employee Assistance Programme

Pension Scheme

Qualifications

• Proven leadership experience and a passion for team development.
• Strong interpersonal and customer relations skills.
• Calm and solution-focused under pressure.

Responsibilities

• Leading and supporting the guest services team on shift.
• Delivering exceptional customer service and resolving challenges.
• Acting as Duty Manager across various departments.

Skills

Leadership

Interpersonal Skills

Customer Relations

Time Management

Job description

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Hospitality Starts Here – Build Your Future with Cairn Group

Are you ready to grow your career in hospitality? At Cairn Group, we believe work should be rewarding, exciting, and full of opportunities to learn and develop. Whether you're creating unforgettable guest experiences or supporting your team, you'll be part of a friendly, supportive environment where your contributions are valued. With the opportunity to learn, develop, and be recognised, Cairn a place where you can build a career, you’re proud of.

About the Role...

From the moment a guest steps into one of our hotels, your warm welcome sets the tone for a genuinely memorable stay. As Guest Relations Manager, you’ll lead the guest services team during your shift, creating a welcoming, seamless and standout experience.

You’ll be the go-to person for our guests, ensuring everything from check-in to check-out runs smoothly. With oversight of the front-of-house and support across departments, you’ll also act as Duty Manager, assisting with guest enquiries and resolving any issues swiftly and professionally.

Key Responsibilities Include:

• Leading and supporting the guest services team on shift
• Delivering exceptional customer service and resolving challenges promptly
• Acting as Duty Manager across various departments
• Handling guest feedback with empathy and professionalism
• Contributing to smooth day-to-day hotel operations

About You…

• Proven leadership experience and a passion for team development
• Strong interpersonal and customer relations skills
• Calm, flexible, and solution-focused under pressure
• Excellent communication across various platforms
• Detail-oriented with great time management for yourself and others
• Confident in resolving complaints and enhancing the guest journey

Why Join Us?

At Cairn Group, we pride ourselves on delivering unforgettable experiences – not just for our guests, but for our team too. With supportive leadership, a collaborative environment and a chance to make a visible impact every day, this is your opportunity to lead with passion and purpose.

Ready to step into a role where your leadership shines and your passion for hospitality makes a difference? Apply today and become a key part of our guest journey!

About Us:

Cairn Group is a leading UK hospitality company with over 60 years of expertise in hotel acquisition, ownership, management, investment, and development. Our journey has been shaped by successful partnerships with global brands and a commitment to creating thriving, guest-focused properties.

At Cairn Group, our values - Respect, Integrity, Sustainability, and Excellence (RISE) - are at the heart of everything we do. We respect our team and guests, act with integrity, and invest in our people to build a sustainable future - for our business, our communities, and the planet. Every day, we work to deliver excellence, going the extra mile to create outstanding experiences for our guests.

• Service Excellence Bonus: Your hard work pays off. Service charge tips and gratuities add a well-earned boost to your pay check,
• Get Paid in Real-Time with Wagestream: Take control of your earnings. Track your pay live, access funds when needed, and get expert financial tips—all in real-time,
• Stay, Relax and Recharge: Enjoy discounted stays across our all our venues. Treat yourself or bring your friends and family along for a well-earned break,
• Delicious Discounts: Indulge a little with 50% off food and drinks across our hotels, bars and restaurants,
• Spa Discounts: Self-care matters! Treat yourself with exclusive wellness offers at our spas and leisure clubs,
• Retail, Cinema & Fun Discounts: Enjoy exclusive access to savings on shopping, cinemas trips and fun days out,
• Rise with Us: From apprenticeships to leadership programs, our development team is here to help you grow and reach your career goals,
• Superstar Awards: Your hard work deserves the spotlight! Each month we celebrate and reward our team members who showcase our values and bring hospitality to life,
• Long-Service Awards: Celebrate key milestones with us, starting from just one year of service—plus enjoy extra annual leave as a thank-you for your commitment.
• Recommend a Friend: Bring great people into the team and earn a bonus when they join!
• 24/7 Support: We’re committed to your wellbeing. Access our confidential Employee Assistance Programme anytime, anywhere.
• Pension Scheme: Plan for your future with our pension plan, designed to help you build long-term security.
• Year-Round Incentives: Enjoy fun incentives, exciting challenges, and surprise perks throughout the year!
• Bereavement Leave – When life gets tough, we ensure you have the time and support you need to be with your loved ones.