Guest Relations Manager

  • Claridge's
  • Front office
  • Full time

We are seeking an exceptional Guest Relations Manager who strives for service perfection, and the ultimate in luxury guest experience.

Set in the heart of Mayfair, Claridge’s is an art deco icon and a byword for understated elegance. Since the 1850s, Claridge’s has excelled at the finer things in life: glamorous design, inspiring dining, impeccable service. There are many 5-star hotels in London but nowhere quite like Claridge’s. The hotel is a unique combination of splendour and charm with long-standing connections with royalty that have led to it sometimes being referred to as “annexe to Buckingham Palace”. Claridge’s has a famous all-day dining and Afternoon Tea restaurant the ‘Foyer & Reading Room’, L’Epicerie that offers a culinary theatre of the kitchen, and three bars: Claridge’s Bar, the intimate Fumoir and effortlessly elegant Painter’s Room. 

Main duties & responsibilities

As Guest Relations Manager you will be responsible for:

  • Creating renowned memorable experiences for all our VIP guests, ensuring the seamless running of their entire stay, from pre- arrival through to departure and post departure follow up.
  • Ensuring that a comprehensive guest history is maintained and utilised throughout all departments.
  • Reaching all targets, including, service standards, guest profiling, payroll, revenue, upselling and cross-selling.
  • Leading and developing a successful team, including all training and performance management.
  • Management of guest amenity, VIP and loyalty programs.

Entry Requirements

Successful candidates for our Guest Services Manager opportunity will:

  • Provide intuitive service, with absolute understanding of our guests needs to create exceptional service experiences, that result in lasting memories
  • Demonstrate genuine dedication to Claridge’s and show a commitment to consistent quality in our product and service
  • Be able to motivate and lead a team, is adaptable and has exceptional interpersonal and communication skills.
  • Immaculate personal presentation
  • Ability to deal with high profile guests in a professional manner

This is an exciting role for a talented individual who is looking for a new challenge and wants to join a fast paced and high performing hotel team renowned for their approach and delivery of unparalleled service.

 

Benefits package

  • Competitive salary
  • Preferential room rates for yourself and family across Maybourne Hotel Group
  • 50% food & beverage discount across Maybourne Hotel Group
  • Vast range of learning and development programmes, for colleagues and managers at all levels
  • Opportunities for transfer and promotion across Maybourne Hotel Group
  • Social events & activities
  • Wellbeing events & activities
  • Critical illness cover
  • Season ticket loan
  • Additional benefits & initiatives may be available in local properties

Terms & conditions apply to all benefits

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.

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