Guest Relations - Manager

As a Guest Relations Manager, you’ll be at the heart of creating memorable experiences for every guest who walks through our doors. From the very first interaction to the moment they leave, you’ll ensure each guest feels truly valued and cared for.

Working closely with our wider team, you’ll help deliver a seamless service that feels effortless, while always looking for ways to elevate the guest experience even further.

Our team are the heart and soul of all we do. Here’s what you’ll be up to:

• Be the primary point of contact for guest inquiries, requests, and feedback, handling each with professionalism and genuine care.
• Foster guest satisfaction and loyalty by creating a warm and welcoming atmosphere where every guest feels special and well cared for.
• Resolve guest concerns quickly and proactively, always aiming to exceed expectations.
• Work collaboratively with all departments to ensure smooth, five-star service at every stage of the guest journey.
• Continuously look for opportunities to enhance the guest experience and bring fresh ideas to improve service delivery.

We're looking for someone who combines strong guest service leadership with a passion for creating exceptional guest experiences.

You'll bring:

• Strong knowledge of guest service excellence.
• Previous supervisory or management experience within a Front Office or Guest Relations department, ideally in a luxury hotel.
• Excellent leadership, coaching and team development skills, with a track record of building engaged, high-performing teams.
• Strong communication, organisational and problem-solving abilities.
• A genuine passion for delivering exceptional guest experiences.
• A flexible, hands-on approach, with the ability to work a variety of shifts, including weekends and bank holidays.

We live by our values – and we’d love you to bring them to life every day:

• Open - If you believe that great work starts with great relationships, you’ll feel right at home here.
• Nimble - We’re a nimble organisation our independence empowers us to make bold decisions quickly and create meaningful change.
• Brilliant - We’re looking for someone who’s passionate about doing great work and always looking for ways to improve.
• Honest - We’re looking for someone who’s passionate about doing great work and always looking for ways to improve.

Bring your personality, positivity and passion for people and we’ll give you the training and support to shine.

When you join Splendid, you will enjoy a reward package to support your lifestyle, wellbeing and career. Here are just some of the benefits on offer

• Employee Assistance Programme (EAP) - confidential wellbeing support whenever you need it with 24/7 access to remote GP appointments.
• Hotel Room Discounts - stay with us or our partner hotels at special team rates including discounted rates for friends and family.
• Food & Beverage Discounts - enjoy meals and drinks at reduced prices across our hotels.
• Life Assurance - peace of mind for you and your loved ones.
• Salary Sacrifice - Car Scheme: our team members can enjoy the ultimate benefit of driving a brand new, full insured and maintained car for a fixed monthly amount taken from their salary.
• Stream - access your earned wages up to 50% whenever you need them giving you financial flexibility and Highstreet discounts available.
• Pension - auto enrolment into the company pension scheme.
• Learning & Development - opportunities available to progress your skills and career.