Guest Relations Manager

Sutton Hotel Collection; Windsor; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join the Sutton Hotel Collection as a Guest Relations Manager, where you will be the primary liaison for guest experiences, ensuring they receive an exceptional service throughout their stay. This role requires excellent communication skills and the ability to manage guest feedback effectively, fostering a welcoming environment in a prestigious hotel setting.

Benefits

Free Hotel Breaks

Leisure Passes

Enhanced Maternity and Paternity Leave

Institute of Hospitality Membership

Learning and Development Opportunities

Confidential Support Services

Subsidised Learning Courses

Complimentary Meals on Duty

Free On-Site Parking

Social Events and Celebrations

Qualifications

• Experience in guest relations or hospitality is preferred.
• Familiarity with hotel PMS systems is advantageous.

Responsibilities

• Ensure a flawless guest experience from pre-arrival through post-departure.
• Liaise between guests and hotel departments, overseeing VIP services.
• Record and follow up on guest feedback and concerns.

Skills

Communication

Professional presentation

Problem-solving

Job description

The Castle Hotel Windsor is situated amongst some of the most historic examples of architecture in the United Kingdom. The hotel itself dates back to the 1500s and sits opposite the magnificent Windsor Guildhall, with royal attractions such as Windsor Castle and St. George’s Chapel both within easy reach for guests who are eager to immerse themselves in all that Windsor has to offer.

About Sutton Hotel Collection

The Sutton Hotel Collection is a privately-owned group of historic hotels, each situated in outstanding locations. Our brand is still young, but our vision has always been clear: to create a brand that places its people at the heart of the business, plays an active role in the local community, genuinely cares about its guests, and consistently delivers an effortless yet authentic and superior level of service.

Owned by the Sutton family, who are passionate about being an employer of choice, we are committed to developing one of the leading upper four-star hotel brands in the UK. As we continue this exciting journey, we invite you to be part of our next chapter. Being a family-owned group, our people are our family. We recognize how much our people invest in us, and in turn, we offer exceptional learning opportunities as well as best-in-class benefits for our team.

Our Benefits

We want to share the Sutton Hotel Collection’s values of generosity and kindness, contributing towards the happier lives of our team. Here are some benefits you will receive:

• Free Hotel Breaks - From the first day of service, you can benefit from two free breaks of one/two days in any Sutton Hotel Collection hotel, within a 12-month period.
• Leisure Passes - We encourage you to enjoy your time off work and will contribute £150 towards a membership at a leisure centre or with associations such as the National Trust.
• Enhanced Maternity and Paternity Leave (26 weeks at 90% for expectant mothers, four weeks at 90% for fathers)
• Institute of Hospitality - We will pay for your membership, creating avenues for learning, coaching, and mentoring.
• Learning and Development - An extensive range of training opportunities are available to facilitate your personal growth.
• Health Assured - A confidential service offering CBT therapy, support, and advice on a broad range of subjects.
• Subsidised Learning Courses - We support your learning and development by contributing to courses you wish to pursue.

Additional benefits include free nutritious meals on duty, complimentary on-site parking, uniform, social events, celebrations, and a cycle scheme.

Our Opportunity

The Guest Relations Manager ensures a flawless and memorable guest experience from pre-arrival through post-departure. This role acts as the primary liaison between guests and hotel departments, overseeing VIP services, special requests, pre-arrival communications, ticket and package coordination, luggage assistance, and guest feedback collection. The role also involves identifying and resolving guest concerns by diligently recording and following up on all entries in the Duty Manager (DM) log.

Familiarity with hotel PMS systems will be advantageous. Strong communication skills, the ability to work under pressure, professional personal presentation, and a warm personality are essential.

Our People

At the Sutton Hotel Collection, we believe work should be a place where everyone feels valued, supported, and truly belongs. We are committed to creating an environment where team members feel cared for, trusted, and empowered to be themselves. We foster an inclusive culture and welcome applicants from all backgrounds. If you need any adjustments during the application process, please contact Maxine Pierrepont at [e-mail] or call 01753 851577.

Our Ethos

We are dedicated to reducing our environmental impact through ESG initiatives and long-term sustainability efforts. Join us in building a more sustainable future.