Senior Guest Relations Manager

Park Plaza; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Discounted European hotel rates

F&B discounts for you and your party

Two wellness days per year + 30 days'+

Two free meals per day on duty

Wagestream—early access to earned pay

Recommend a friend bonus up to £750

Vitality at work gym discounts

Ride to Work scheme & cycling lessons

Benefit Hub discounts across retailers

Free dry cleaning for work uniform

Annual staff parties and training

Company pension plan

Job summary

Park Plaza Waterloo Hotel in London is seeking a Senior Guest Relations Manager to lead the Guest Relations team and elevate the guest journey. You will mentor the team, manage VIP requests, and strengthen relations with Radisson Rewards members and returning guests.

You will own guest feedback platforms (including Review Pro), translating insights into improvements across departments and working closely with Front of House leadership to drive guest satisfaction and commercial performance.

Qualifications

• Lead the Guest Relations team day-to-day to deliver service aligned with Park Plaza Brand Standards.
• Act as a senior point of contact for VIPs and key guests, handling complex requests with professionalism.

Responsibilities

• Lead the Guest Relations team day-to-day, ensuring exceptional service delivery aligned with Park Plaza Brand Standards.
• Act as a senior point of contact for VIPs and key guests, managing complex requests and service recovery with confidence and professionalism.
• Build, maintain and grow relationships with VIPs, Radisson Rewards members and returning guests.
• Take full ownership of guest feedback platforms (including Review Pro), analysing trends and driving continuous improvement across departments.
• Work with Front of House leadership and hotel teams to deliver high guest satisfaction, engaging colleagues and boosting commercial performance.
• Lead by example, coaching and developing team members to create a high-performing culture.
• Support recruitment, rota planning, training, performance management and succession planning.
• Contribute to operational and strategic decisions and support duty management when required.
• Drive up-selling opportunities and promote hotel services, amenities and loyalty programmes.
• Ensure compliance with company policies, procedures and health & safety regulations.

Job description

At Park Plaza, we believe in providing a hotel experience that is tailored to the individual and their needs. At the friendly face of the 494 bedrooms at Park Plaza Waterloo Hotel, you will do more than just welcome our guest, you will do more than just welcome our guests.

As our Senior Guest Relations Manager, you will play a pivotal role in shaping and elevating the guest experience. You will ensure the Guest Relations team consistently delivers service that goes beyond expectations, while maintaining and strengthening relationships with our VIPs, Radisson Rewards members and regular guests. You will also act as a key leader within the Front of House team, driving service standards, supporting service recovery, and embedding a culture of continuous improvement across the department.

You will take ownership of guest feedback platforms, including Review Pro, ensuring insights are shared with senior stakeholders and translated into meaningful actions that enhance the overall guest journey.

As a Senior Guest Relations Manager, You Will Receive

• Salary: Highly competitive with great benefits
• Heavily discounted hotel rates in Europe (extends to the Radisson Hotel Group and family & friends)
• F&B discounts at our restaurants and bars (for your whole party)
• Two wellness days per year, meaning all team members start with 30 days of holiday per year – including bank holidays, increasing with years of service!
• Two free meals per day including days off if you wish to come i¬n!
• Access to 40% of your pay before payday through Wagestream
• Recommend a friend scheme – up to £750
• Vitality at work scheme with great gym discounts & more
• Ride to Work scheme & free cycling lessons
• Benefit Hub – Discounted prices at hundreds of stores, supermarkets, major retailers, attractions, restaurants, and cinemas.
• Free dry cleaning for work uniform
• Annual Staff parties and events
• Company pension plan & award-winning training

We are looking for a Senior Guest Relations Manager who will:

• Lead the Guest Relations team day-to-day, ensuring exceptional service delivery aligned with Park Plaza Brand Standards
• Act as a senior point of contact for VIPs and key guests, managing complex requests and service recovery with confidence and professionalism
• Build, maintain and grow relationships with VIPs, Radisson Rewards members and returning guests
• Take full ownership of guest feedback platforms (including Review Pro), analysing trends and driving continuous improvement across departments
• Work closely with Front of House leadership and wider hotel teams to deliver strong guest satisfaction, colleague engagement and commercial performance
• Lead by example, inspiring, coaching and developing team members to create a high-performing and engaged team culture
• Support wider departmental management including recruitment, rota planning, training, performance management and succession planning
• Act as part of the wider management team, contributing to operational and strategic decisions and supporting duty management responsibilities where required
• Drive up selling opportunities and promote hotel services, amenities and loyalty programmes
• Ensure compliance with company policies, procedures and health & safety regulations

Renowned for creating memorable moments, Park Plaza caters to both leisure and business travellers with stylish guest rooms and versatile meeting facilities which are perfectly complemented by award-winning restaurants and bars.

Park Plaza. Be part of it.