Senior Guest Relations Manager – 4* Hotel in London

Salary: £36,500 + Upselling Incentives

Are you a passionate hospitality professional who thrives on creating exceptional guest experiences and building genuine relationships? We are looking for an experienced and commercially minded Senior Guest Relations Manager to join the team at a stylish 4* hotel in London.

This is a fantastic opportunity for someone who combines a genuine passion for service with a strong commercial mindset. Alongside delivering a first-class guest journey, you will have the opportunity to maximise revenue through upselling rooms, upgrades and hotel services, with additional earning potential available.

As Senior Guest Relations Manager, you will be a key face of the hotel, ensuring every guest receives a warm, personalised and memorable experience from arrival through to departure.

You will lead by example, supporting the Front Office and Guest Relations teams while proactively identifying opportunities to enhance the guest experience and drive additional revenue.

Responsibilities:

• Leading and motivating the Guest Relations team to deliver consistently high service standards.
• Building strong relationships with guests and creating personalised experiences.
• Handling guest feedback and resolving any issues professionally and efficiently.
• Working closely with Front Office, Reservations, F&B and other departments to ensure a seamless guest journey.
• Proactively identifying upselling opportunities, including room upgrades, packages and hotel services.
• Driving commercial performance while maintaining a genuine and guest-focused approach.
• Supporting VIP and special occasion arrangements.
• Monitoring guest satisfaction and identifying opportunities to continually improve the experience.
• Coaching and developing team members to deliver exceptional service.
• Acting as a senior point of contact for guests and colleagues.

Requirements:

• Has previous experience in a Guest Relations, Front Office or similar senior hospitality role within hotel.
• Has excellent communication and interpersonal skills.
• Is confident dealing with discerning guests and handling challenging situations.
• Has a natural ability to build rapport and create memorable guest experiences.
• Is commercially aware and motivated by upselling and achieving revenue targets.
• Leads by example and enjoys developing others.
• Is highly organised, proactive and calm under pressure.
• Has a genuine passion for hospitality and consistently high standards.