Location
London, SW10 0XG

Hours
Full Time

Salary
Up to £32,000 per annum

About the Role
The Chelsea Harbour Hotel is seeking a dynamic and energetic Guest Relations Manager responsible for the overall operation of the front office and assuming responsibility for the hotel. This role requires a passion for creating memorable moments, attention to detail, and personalised guest service. You will drive high levels of service, satisfaction, and loyalty amongst guests and act as the “go to” person, particularly for VIPs. You will be the proactive point of contact for guests before, during, and after their stay, ensuring seamless communication with all hotel departments.

Key responsibilities include being the caretaker for suite guests, special occasion guests, and long-stay guests; meeting and entertaining guests and VIPs to build lasting relationships and encourage repeat business; analysing and responding to social media and guest feedback within 48 hours professionally; monitoring and following up on guest complaints; maintaining and updating guest histories and profiles; tracking and driving the hotel’s guest return ratio; refreshing and driving the VIP programme and standards; overseeing the look, feel, and service of the hotel lobby; assisting Front Office with check-in and check-out during busy periods; promoting the hotel’s facilities to all guests and visitors; and assisting with hotel showrounds.

Benefits
We offer a comprehensive benefits package including social events, wellbeing and team activities, training and development, cash health plan cover option, pension salary sacrifice scheme, career development and salary reviews, interest-free season ticket loan scheme, 1 fully paid volunteer day per year in addition to annual leave, complimentary meals prepared by our chefs, length of service related holiday scheme, discounts on accommodation worldwide and 50% off food and beverage outlets, life assurance, and a recommend a friend scheme.

Experience
Proven experience in guest relations or front office management is preferred. Knowledge of Opera system is essential.

About you
You are personable, flexible, calm under pressure, approachable, focused, and possess excellent communication and guest service skills. The ability to multitask effectively and lead communication across departments is crucial.

Qualifications
Relevant hospitality qualifications are advantageous but not mandatory. A passion for delivering exceptional guest experiences and a professional attitude are essential.