Guest Relations Manager

The NoMad Hotel London; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading hotel in London is seeking a Guest Relations Manager to enhance guest experiences through exceptional service and collaboration across departments. The role involves managing guest relations, coordinating with high-profile guests, and ensuring high service standards. Opportunities for growth and a supportive work environment are part of the package.

Benefits

£750 Refer a Friend Scheme

50% Employee discount in F&B outlets

Pension Scheme

Complimentary family meal and quality drinks on duty

Opportunities for growth with training and progression

Paid breaks and annual leave

Good work/life balance

Wagestream

Birthday off (paid) after one year of service

Hotel discount

Private Health Care

Experience Stay with breakfast included

Five days of paid sick leave annually

Additional holiday for each completed year of service

Qualifications

• Desire to learn and develop.
• Innate ability to coach others.

Responsibilities

• Build relationships with guests through active presence.
• Coordinate arrival experience for high-profile guests.
• Manage guest complaints and feedback promptly.

Skills

Leadership

Coaching

Communication

Job description

THE NOMAD WAY

Hospitality is at the core of what we do and who we are. It’s more than just a job; it’s a path to a career in our industry. Many of us at NoMad have grown from within these walls, and we pride ourselves on providing these opportunities. We strive to achieve our vision of being a thriving hotel that combines the best of New York hospitality with London charm. Our values connect us; our behaviors guide us; and our non-negotiables drive us.

Welcome to NoMad London

OVERVIEW OF ROLE

Reporting directly to the Front of House Manager, the Guest Relations Manager is an essential part of Front of House operations. Collaborating closely with all hotel departments, the Guest Relations Manager will lead, inspire, and ensure the delivery of authentic and timeless service. With a desire to learn and develop, and an innate ability to coach others, the Guest Relations Manager will represent NoMad London positively to all internal and external stakeholders.

EXPECTATIONS

The Guest Relations Manager is expected to:

• Be a positive ambassador of The NoMad throughout your professional career with us.
• Adhere to company policies and procedures, including H&S policies and the employee handbook.
• Role model The NoMad values, bringing them to life through every interaction.

MAIN DUTIES & RESPONSIBILITIES

The main responsibilities of the Guest Relations Manager include, but are not limited to:

• Build relationships with guests through active lobby presence, pre- and post-stay communications, and supporting front office operations.
• Coordinate the arrival experience for high-profile guests, ensuring excellent service.
• Manage the Guest Relations mobile to ensure 24-hour coverage for high-profile guests.
• Manage the Guest Relations inbox.
• Find creative, out-of-the-box solutions to impress guests.
• Act as a service standards role model, encouraging the team to update guest profiles with preferences and dislikes.
• Work closely with the Food and Beverage Guest Relations Manager, including weekly catch-ups, feedback meetings, arrival meetings, and joint projects.
• Attend morning operations and arrivals meetings.
• Collaborate with other managers to ensure smooth communication across departments, enhancing guest service levels.
• Continuously review and improve the guest experience to uphold high standards.
• Provide support and cover for the Duty Manager when needed.
• Log guest issues and update profiles accordingly.
• Handle guest complaints and feedback promptly, reporting to relevant managers.
• Respond to online guest reviews and inquiries via Tabitha inbox.
• Manage guest amenities with creativity and elegance.
• Ensure guest profiles on Opera reflect accurate amenities sent.
• Set up in-room amenities for arrivals or special occasions upon guest request.
• Manage amenities budget, including ordering, tracking expenditure, and reporting.
• Create a positive, encouraging, and fun working environment for the team.
• Recognize and reward individual and team performance, and identify areas for improvement.
• Introduce training and mentoring to ensure high service standards aligned with the NoMad brand.
• Uphold health and safety standards for staff and guests.
• Maintain the ambiance in terms of music and lighting, in line with the NoMad brand.

WHAT WE OFFER

• £750 Refer a Friend Scheme
• 50% Employee discount in F&B outlets
• Pension Scheme
• Complimentary family meal and quality drinks on duty
• Opportunities for growth with training and progression
• Paid breaks and annual leave
• Good work/life balance
• Wagestream
• Birthday off (paid) after one year of service
• Hotel discount
• Private Health Care
• Experience Stay with breakfast included
• Five days of paid sick leave annually
• Additional holiday for each completed year of service

Note: We appreciate all applications; however, only shortlisted candidates will be contacted.