Guest Relations Manager

Four Seasons Hotels Ltd; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Guest Relations Manager in the heart of London, where you will lead a team dedicated to providing exceptional luxury service. This role offers the opportunity to engage with guests personally, ensuring their stays are memorable and tailored to their needs. You will coordinate with various departments to uphold the highest service standards while enjoying a vibrant work culture that values growth and recognition. With competitive benefits and a focus on career development, this position is perfect for those passionate about hospitality and guest experience.

Benefits

Competitive salary plus bonus scheme

Training and career development opportunities

Up to 20 complimentary nights at Four Seasons hotels

Free meals while on duty

Holiday entitlement increases with service

Free life insurance during duty hours

Season Ticket Loan & cycle to work scheme

Free dry cleaning

Annual employee parties and events

Access to Wagestream salary advance service

Qualifications

• 1-2 years management experience in a luxury hotel role.
• Fluent in spoken and written English; additional languages are a plus.

Responsibilities

• Engage with VIPs and repeat guests to ensure memorable stays.
• Coordinate with departments to honor guest preferences.
• Handle and resolve guest concerns promptly.

Skills

Management experience in luxury hotels

Excellent communication skills

Organizational skills

Multitasking ability

Anticipating guest needs

Fluency in English

Education

1-2 years management experience

Job description

Four Seasons Hotel London at Park Lane - Guest Relations Manager

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, our purpose is to create impressions that will stay with you for a lifetime, stemming 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.

About the role:

We are seeking a Guest Relations Manager to join our team. You will manage and oversee the exceptional service standards we provide to our guests daily. Reporting to the Front Office Manager, you will be a leader in ensuring that all guests experience the highest levels of luxury service throughout their stay.

Responsibilities:

• Engage personally with VIPs, repeat guests, and those celebrating special occasions to ensure a personalized and memorable stay.
• Coordinate with all departments (Housekeeping, Concierge, Food & Beverage, Spa) to communicate and honor guest preferences.
• Handle and resolve guest concerns promptly and professionally to ensure satisfaction and retention.
• Assist the Front Office Manager in developing and implementing service initiatives to enhance the guest experience.
• Maintain a strong presence in the lobby and public areas, assisting with arrivals, departures, and inquiries.
• Arrange pre-arrival and special requests for VIP guests.
• Uphold the Four Seasons brand standards and values in every interaction.

Qualifications:

• 1-2 years management experience in a similar luxury hotel role.
• Excellent communication skills with fluent spoken and written English; additional languages are a plus.
• Strong organizational skills with the ability to multitask.
• Ability to anticipate guest needs and go the extra mile for well-travelled international guests.
• Flexible availability to work all shifts, including weekends and holidays.
• Legal right to work in the UK.

Benefits:

• Competitive salary plus bonus scheme.
• Training and career development opportunities.
• Up to 20 complimentary nights at Four Seasons hotels worldwide based on tenure.
• Free meals while on duty, including fruits, coffee/tea, and ice cream.
• Holiday entitlement increases with service, up to 33 days.
• Free life insurance during duty hours.
• Opportunities for global career growth.
• Season Ticket Loan & cycle to work scheme.
• Free dry cleaning.
• Annual employee parties, social, charitable, and sporting events.
• Access to Wagestream salary advance service.
• Employee recognition programs and more surprises!

We look forward to receiving your application! Join us in our mission to perfect the travel experience through continual innovation and the highest standards of hospitality, and build a lifelong career with global potential and pride in your work.