Guest Relations Manager

Four Seasons Hotel and Resorts Gruppe; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in luxury hospitality seeks a Guest Relations Manager to elevate guest experiences at their prestigious London location. This role involves leading service standards, engaging with VIP guests, and ensuring every interaction reflects the brand's commitment to luxury. Ideal candidates will have management experience in a similar setting and possess excellent communication skills. Join a team that values personal connections and offers a range of benefits including competitive remuneration and opportunities for career development. Be part of a culture that celebrates exceptional service and creates lasting impressions.

Benefits

Competitive remuneration package plus bonus scheme

Excellent Training and Career Development opportunities

Up to 20 complimentary nights at any Four Seasons Hotels

Free meals while on duty

Holiday entitlement increases with years of service

Free Life Insurance while on duty

Season Ticket Loan & cycle to work scheme

Free dry cleaning

Employee Experience events

Access to Wagestream – salary advance benefit

Qualifications

• 1-2 years management experience in luxury hotel.
• Fluent spoken and written English; additional languages preferred.

Responsibilities

• Manage service standards for guests daily.
• Engage with VIPs and ensure memorable stays.
• Resolve guest concerns promptly and professionally.

Skills

Management experience

Excellent communication skills

Organisational skills

Customer service

Fluent English

Multitasking

Job description

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Surrounded by the capital’s greenery and most coveted shopping streets, Four Seasons Hotel London at Park Lane seamlessly balances award-winning design with the city’s high notes. Take in views of Hyde Park from sun-drenched rooms and our rooftop spa, enjoy a leisurely meal on our one-of-a-kind al fresco terrace, then stroll to explore London’s famous sights.

Four Seasons Hotel London at Park Lane is looking to recruit a Guest Relations Manager to join the team.

Responsibilities:

The Guest Relations Manager will manage and oversee the exceptional service standards that we provide to our guests on a daily basis. Reporting to the Front Office Manager, this position will be the leader in ensuring that all guests experience the highest levels of luxury service throughout their stay.

What you will do:

• Personally engage with VIPs, repeat guests, and those celebrating special occasions, ensuring a personalized and memorable stay.

• Actively liaise with all departments (Housekeeping, Concierge, Food & Beverage, Spa) to ensure guest preferences are communicated and honored.

• Handle and resolve guest concerns promptly and professionally, ensuring complete satisfaction and retention.

• Support the Front Office Manager in developing and implementing service initiatives to continuously improve the guest experience.

• Maintain a strong presence in the lobby and public areas, assisting with arrivals, departures, and guest inquiries.

• Coordinate pre-arrival arrangements and special requests for VIP guests.

• Uphold the Four Seasons brand standards and values in every interaction.

What we are looking for:

• 1-2 years management experience in a similar role within a luxury hotel

• Excellent communication skills with fluent spoken and written English, additional languages preferred but not required

• Strong organisational skills with the ability to multi task

• The ability to act as the principal contact for our well-travelled international guests and the proven ability to anticipate guest needs and go the extra mile

• Flexible schedule with the ability to work all shifts, weekends and holidays

• MUST possess the legal right to work in the UK

Just some of the benefits Four Seasons Hotel London at Park Lane employees enjoy:

• Competitive remuneration package plus bonus scheme.

• Excellent Training and Career Development opportunities.

• Up to 20 complimentary nights at any Four Seasons Hotels or Resort around the world with years of service.

• Free meals at Zest while on duty including fruits, coffee/tea and ice cream available throughout the day.

• Holiday entitlement increases with years of service up to 33 days off.

• Free Life Insurance while on duty.

• Opportunities to build a successful career with global potential.

• Season Ticket Loan & cycle to work scheme.

• Free dry cleaning.

• Employee Experience: Annual Themed Employee Party and many social, charitable and sporting events throughout the year.

• Access to Wagestream – a salary advance benefit.

• Employee Recognition Programmes.

• & many, many more surprises to discover!

We look forward to receiving your application!