Guest Relations Manager

Crimson Hotels Group; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Crimson Hotels Group seeks an experienced Guest Relations Manager to enhance guest satisfaction and loyalty. This role involves overseeing guest services, building lasting relationships, and ensuring luxury standards across interactions. Ideal candidates will have 2-3 years in similar roles, excellent communication skills, and a charismatic personality.

Benefits

Discounted room rates through GoHilton

Exclusive set room rates

In-house training and development

Opportunities for promotion within Hilton Family

Recommend a Friend bonus

5 unpaid wellbeing days

Paid Birthdays off

Private health care insurance

2 paid days for wedding/civil partnership

Qualifications

• Minimum 2-3 years relevant experience.
• Natural flair and very well presented.
• Can-do attitude and detail-oriented.

Responsibilities

• Drive high levels of service and guest satisfaction.
• Lead communication with guests across departments.
• Monitor and handle guest complaints effectively.

Skills

Excellent command of the English language

Excellent communication skills

Interpersonal skills

High attention to detail

Charismatic personality

Education

2-3 years as Guest Relations Manager or Assistant in a 4* Hotel

Job description

We’re searching for an experienced, caring and creative Guest Relations Manager to join Crimson Hotels, who will drive high level of service, satisfaction and loyalty among our guests.

Responsible for the Guest Relations department with the support of their team, this role will be the main point of contact for guest services and act as the hotel’s guest ambassador ensuring the highest of luxury standards are delivered with a feeling of comfort, warmth and friendliness.

The Role

• Drive high levels of service, satisfaction and loyalty amongst guests and be the “go to” department for guests where everything will happen
• Be the proactive point of contact for guests, pre, during and post stay
• Effectively lead the communication pertaining to guests throughout the hotel, liaising professionally and timely with all departments
• Be the caretaker for suite guests, special occasion guests, and long stay guests
• Meet and entertain guests and VIP’s, building relationships with them encouraging repeat custom
• Analyse, review and respond to Social Media and guest internal and external feedback platforms within 48 hours in a professional manner and gain an understanding on where and how improvements can be made
• Monitor, communicate and follow-up guest complaints
• To maintain and update guest’s history and profiles with accurate information
• Track and drive the hotel’s guest return ratio, building a loyalty of guests
• Refresh and drive the VIP programme and standards and constantly review performance of it
• Coordinate and implement the children’s and family program across all departments
• Coordinate and implement the guest preferences program across all departments
• Responsible for the look, feel and service of the hotel lobby and library
• Assist Front Office with check-in and check-out during busy periods
• Promote the hotel’s facilities to all guests and visitors
• Assist with hotel showarounds

The Person

• 2-3 years in an Guest Relations Manager or Assistant Guest Relations Manager role in a reputable 4* Hotel.
• Excellent command of the English language
• Charismatic personality
• Natural flair
• High attention to detail.
• Can do and anything possible attitude
• Very well presented
• Excellent communication and interpersonal skills.

Benefits

• GoHilton – you and your friends and family can explore the world with discounted room rates through our renowned international travel programme with more than 12 brands under the Hilton Family
• Exclusive set room rates across the Crimson Hotels portfolio
• Learning and development opportunities – from our lots of in-house training courses and programmes and over 1,000 training courses available on our ‘Training University’
• Opportunities for promotion and transfer across departments, Hilton Family group on a national and international level
• Recommend a Friend incentive – bring your friends on board and receive a bonus after they’ve been with us for 6 months
• 5 unpaid wellbieng days
• Paid Birthdays off
• Private health care insurance
• 2 Days wedding/civil partnership days paid

Eligibility

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

Crimson Hotels is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.