Senior Guest Relations Manager

The May Fair Hotel; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

28 days Holiday per annum including BH

Complimentary meals daily

Annual complimentary night stays

Staff discount platform

Pension scheme

Wellbeing support

Job summary

Edwardian Hotels London is recruiting for a Senior Guest Relations Manager at The May Fair Hotel. You will lead the Guest Relations team, ensuring warm, personalised service and a seamless guest journey across departments, with a focus on VIP guests and special occasions.

The role requires strong leadership, exceptional communication, and the ability to handle complex guest situations with diplomacy, while driving continuous service excellence in a luxury multi-department environment.

Qualifications

• A genuine passion for luxury hospitality and creating exceptional guest experiences.
• A warm, polished and confident presence.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills.
• The confidence to engage naturally with guests from around the world.
• Exceptional attention to detail and an instinct for anticipating what a guest may need.
• Experience handling challenging or sensitive guest situations with diplomacy and discretion.
• Strong operational awareness and an understanding of the complete guest journey.
• The ability to make sound decisions and take ownership when situations require an immediate response.
• A collaborative approach and the ability to build strong relationships across different hotel departments.
• Flexibility to work across the hotel's operation, including evenings, weekends and bank holidays.

Responsibilities

• Lead and inspire the Guest Relations team, setting the standard for warm, intuitive and personalised service.
• Be highly visible within the hotel, engaging with guests and building genuine relationships.
• Take particular care of VIPs, returning guests and guests celebrating special occasions, ensuring their experience feels thoughtful and individual.
• Anticipate guest needs and identify opportunities to create memorable experiences.
• Personally manage complex guest requests, concerns and complaints with confidence, discretion and professionalism.
• Work closely with Front Office, Housekeeping, Food & Beverage, Reservations and other departments to create a seamless guest journey.
• Ensure guest preferences and important information are communicated effectively across the operation.
• Support the planning and delivery of VIP arrivals and special guest experiences.
• Review guest feedback and identify opportunities to continuously improve the guest experience.
• Coach, support and develop Guest Relations colleagues, encouraging confidence, ownership and excellent judgement.
• Lead by example during busy periods, remaining calm, approachable and solutions-focused.
• Build strong relationships across the hotel so that guest requests are handled quickly and effectively.
• Support the wider Front of House leadership team in maintaining the exceptional service standards expected within a luxury hotel.

Skills

Guest relations

Leadership

Hospitality

VIP guest handling

Communication

Job description

Join the UK’s most dynamic collection of hotels and restaurants

At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our values: having Integrity, being Ambitious, and always Quality-Driven. Talented individuals who want to work alongside likeminded passionate people in a rewarding, fulfilling, and fun environment. We know that your unique talents and ambitions not only have the ability to exceed our guests’ exacting standards, but also propel your own career potential in a company that recognises and rewards.

At Edwardian Hotels London we are committed to being the best place to work, so much so that we have officially been recognised as a Great Place to Work. Our commitment to the wellbeing and development of our people is at the fore front of our culture.

We are currently recruiting for a Senior Guest Relations Manager for our 5 Star May Fay Fair Hotel.

Overview

• Lead and inspire the Guest Relations team, setting the standard for warm, intuitive and personalised service.
• Be highly visible within the hotel, engaging with guests and building genuine relationships.
• Take particular care of VIPs, returning guests and guests celebrating special occasions, ensuring their experience feels thoughtful and individual.
• Anticipate guest needs and identify opportunities to create memorable experiences.
• Personally manage complex guest requests, concerns and complaints with confidence, discretion and professionalism.
• Work closely with Front Office, Housekeeping, Food & Beverage, Reservations and other departments to create a seamless guest journey.
• Ensure guest preferences and important information are communicated effectively across the operation.
• Support the planning and delivery of VIP arrivals and special guest experiences.
• Review guest feedback and identify opportunities to continuously improve the guest experience.
• Coach, support and develop Guest Relations colleagues, encouraging confidence, ownership and excellent judgement.
• Lead by example during busy periods, remaining calm, approachable and solutions-focused.
• Build strong relationships across the hotel so that guest requests are handled quickly and effectively.
• Support the wider Front of House leadership team in maintaining the exceptional service standards expected within a luxury hotel.

About You

• A genuine passion for luxury hospitality and creating exceptional guest experiences.
• A warm, polished and confident presence.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills.
• The confidence to engage naturally with guests from around the world.
• Exceptional attention to detail and an instinct for anticipating what a guest may need.
• Experience handling challenging or sensitive guest situations with diplomacy and discretion.
• Strong operational awareness and an understanding of the complete guest journey.
• The ability to make sound decisions and take ownership when situations require an immediate response.
• A collaborative approach and the ability to build strong relationships across different hotel departments.
• Flexibility to work across the hotel's operation, including evenings, weekends and bank holidays.

Company Benefits

• Competitive salary
• 28 days Holiday per annum including Bank Holidays increasing with long service
• Complimentary hot meals, salad bar and unlimited beverages provided daily
• Recommend a Friend Scheme of up to £500 per friend recommended.
• Annual complimentary night stays within our hotels
• Preferential accommodation rates for all Edwardian Hotels for Hosts, their family and their friends
• Access to a discount platform for all of the most popular stores and outlets
• Auto enrolment into our company pension scheme
• Regular social events across all hotels
• Annual company recognition events held in January each year
• Wellbeing champions across all of our hotels
• Access to our company doctor for medical appointments and occupational health support
• Access for all hosts to our online learning platform Edwardian Academy
• Opportunities for promotion and a wide range of training programs to support your development

Eligibility

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

Compensation: Competitive salary