Guest Relations Manager

We are looking for a Guest Relations Manager to support the Rooms Division Manager in fostering a positive and welcoming environment for guests, to ensure their satisfaction and comfort, contributing to the reputation of the Hotel.

The Guest Relations Manager is responsible for ensuring that guests have an exceptional and memorable experience during their stay. They will manage guest interactions from pre-arrival to departure, addressing their needs, and maintain a high level of customer satisfaction.



About The Stafford London

Situated just off Piccadilly, in the heart of historic St James’s, Mayfair, The Stafford London is one of the finest luxury hotels in the Capital. Alive with English character, it holds 5 AA Red Stars for its excellence.

The Stafford London is home to the renowned American Bar, a London institution and The Game Bird, 2 Rosette Restaurant which celebrates contemporary British cooking. Under the direction of celebrated Michelin-starred Chef Lisa Goodwin-Allen, The Game Bird is inspired by great seasonal British produce and the bustle of historic St James’s.



Our Benefits include:



· Salary of up to £46,000 per year (amount inclusive of basic salary and service charge)

· Referral Scheme: £1000 for referring a Chef, (terms and conditions applies)

· 28 days holiday with increase after 1st year of service, capped at 33 days

· Private Healthcare

· Life Insurance

· Childcare Vouchers

· A choice of rewards and lifestyle benefits

· Employee recognition programme

· Training and development opportunities

· Interest free season ticket loan

· 50% Food and Beverage discount in our venues





What will I be doing?


· Addressing guest inquiries, concerns, and requests in a prompt and courteous manner.

· Ensuring a warm and personalized welcome to our guests.

· Maintaining a positive and professional demeanor while engaging with guests.

· Anticipating and fulfilling guest needs to enhance their overall experience.

· Handling guest complaints or issues, striving to resolve them to the guests' satisfaction.

· Acting as a liaison between guests and various departments to ensure seamless service.

· Building and maintaining strong relationships with regular guests, providing a personalized experience.

· Developing and maintaining a valued amenities program and guest recognition programs

· Coordinating special arrangements for VIP guests, including room preferences, amenities, and reservations.

· Supervising and training Assistant Guest Relations Manager to deliver exceptional customer service.

· Analyzing customer feedback and providing strategic direction to continuously improve overall rating


If you have a passion for hospitality, the drive to deliver only the best results, a keen eye for detail and first-class service skills then this may be the place for you.

If that sounds like something you would enjoy doing and you are excited about our hotel and the team than we would love to get to know you!

Please apply now, we are looking forward to receiving your application.

The successful candidate must already have eligibility to work in the UK.

What we are looking for:



· Previous experience in guest relations in a luxury hotel working with a PMS (Opera) system is essential

· At least 1 years’ experience in a supervisory role

· Excellent interpersonal and communication skills, both written and verbal.

· Professional and dynamic who shares the passion for delivering an outstanding guest service

· Strong problem-solving abilities and the ability to handle difficult situations gracefully.

· Ability to create strong working relationships with both colleagues and guests

· Highly organized, multitasking individual with a positive attitude & a team player

· Ability to work flexible hours

· Ability to manage varying needs and prioritizing to ensure the best business results

· Excellent communication skills are essential as is the observance of discretion at all times due to the high sensitivity of the information handled