Guest Relations Manager

TN United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a distinguished hotel in the heart of London as a Guest Relations Manager, where your passion for exceptional service will shine. This role offers the opportunity to create memorable experiences for guests, oversee a dedicated team, and enhance engagement scores. You will be part of a vibrant team that values close-knit relationships and employee development. With a focus on wellbeing and luxury, this position promises a rewarding career path, allowing you to grow within a prestigious hotel group known for its commitment to excellence and recognition in the hospitality industry.

Benefits

Access to Mental Health First Aiders

Extra day off for your Birthday

Cycle to Work Scheme

Seasonal Ticket Loan

Enhanced Maternity and Paternity Policy

Eye Care Voucher Scheme

Employee Assistance Programme

Discount on Food and Beverage Outlets

Complimentary meals

2 Study Days per year

Qualifications

• Experience in guest relations or hospitality management is essential.
• Strong communication skills and a passion for customer service.

Responsibilities

• Oversee VIP guest experiences and manage the hotel lobby.
• Build positive connections with departments to enhance guest engagement.

Skills

Guest Relations

Customer Service

Conflict Resolution

Communication Skills

Empathy

Education

Degree in Hospitality Management

Relevant Certifications

Job description

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Pan
Pacific London brings understated, comforting, and approachable luxury to
London’s premium Square Mile. With its elegant design juxtaposing old and new
London architecture, the hotel fuses together wellbeing innovation and
impeccable service as a hallmark across a myriad of dining and drinking
destinations. Discover a different side of London, from market stalls to
Michelin-star restaurants and iconic landmarks, all within easy reach of the
hotel.

ABOUT YOU

We are looking for a passionate and
guest-focused Guest Relations Manager to join our incredible Guest
Relations team at Pan Pacific London.

You show
confidence, empathy, and professionalism when dealing with guests and
associates alike. You are calm under pressure and you desire to
deliver the best experience for our guests.

If you
are dedicated to providing exceptional care
while demonstrating great pride and attention to detail
in your work and you put people at the heart of every decision you
make, then we would love to hear from you.

JOB SUMMARY

As a Guest Relations Manager being part of the Front of House Management
Team, you will be responsible for creating exceptional experiences for our
guests. You will oversee the Butlers Team with the support of the Guest Service Manager,
manage the hotel lobby, and the entire VIP guest’s journey at Pan Pacific
London. As the Guest Relations Manager, you will oversee day-to-day operations
and support the Front of House Management, build a liaison between other
departments and operations. Your tasks as the Guest Relations Manager will
include but not be limited to:

1. Overseeing top VIP and full rate suite guests’
   experience at Pan Pacific London.
2. Building positive connections with all departments,
   to make magic happen.
3. Improving Guest Engagement Scores & maximizing
   the revenue.

BENEFITS OF WORKING AS A GUEST RELATIONS MANAGER AT PAN PACIFIC LONDON

As a company, we pride ourselves on our close-knit
relationships, development, and wellbeing. We offer you:

1. Access to Mental Health First Aiders
2. Celebrate your Birthday with an extra day off
3. Cycle to Work Scheme
4. Seasonal Ticket Loan
5. Enhanced Maternity and Paternity Policy
6. Eye Care Voucher Scheme
7. Social & Employee Wellness Activities
8. Employee Assistance Programme including 24/7
   virtual GP and financial advisors
9. 2 Hotel-Wide Social Events a year as well as
   additional social gatherings
10. Dry cleaning for uniforms and work attire
11. Reward and Recognition – Star of the Month,
    Manager of the Quarter and Star of the Year
12. Guest Experience Programme
13. Discount on our Food and Beverage Outlets
14. Discount on Internal Spa Treatments
15. Culture Club – Focuses on Diversity and
    Inclusion
16. Friends and Family rates in our Hotel and the
    Pan Pacific Hotel Group properties
17. Complimentary meals prepared for you by our
    chefs
18. 2 Study Days per year (fully paid and in
    addition to your annual leave)
19. 2 Volunteer Days per year (fully paid and in
    addition to your annual leave)
20. Progression – our goal is to always coach and
    keep our employees helping you to develop and grow internally and within the
    PPH Group
21. Additional YuLife Perks

ABOUT PAN PACIFIC LONDON

Operated by Pan Pacific Hotels
Group, Pan Pacific Hotels and Resorts is a global brand comprising close to 30
hotels and serviced suites in 22 cities across Asia Pacific, North America and
Europe, including seven development properties to be launched by 2025. Pan
Pacific strives to deliver sincere and graceful service to every guest who
appreciates luxurious hospitality. With a passion for excellence as our
promise, Pan Pacific is the trusted and timeless choice for memorable
experiences.

Come and join our haven in the
heart of the City, a Forbes Travel Guide Five-Star Property, most recently
voted:

1. Hotel of the
   Year, Group 2023 | Catey Awards
2. Hotel of the
   Year, London 2022/2023 | AA Hospitality Awards

Our team can’t wait to welcome
you.

Please note that all applicants for the Guest
Relations Manager must be eligible to live and work in the UK, without
restrictions. Documented evidence of eligibility for the Guest Relations
Manager will be required from all candidates.