We’re looking for a warm, confident and naturally welcoming Senior Guest Relations Manager to join our team at the Bloomsbury hotel and help create exceptional experiences for every guest across our hotel.
This is a hands-on leadership role, combining Guest Relations, Duty Management and exceptional service, with a focus on delivering the personalised, intuitive experience expected of a Forbes-standard hotel.
The role operates on a 4 days on / 4 days off shift pattern, with overnight coverage required when needed. Flexibility around night shifts is therefore essential.
Key responsibilities:
-
Leading and supporting the Guest Relations team, creating a warm, welcoming and world-class guest experience.
-
Acting as the senior management presence on Duty Management shifts, ensuring the smooth running of the hotel.
-
Being a visible and approachable point of contact for guests, colleagues and VIPs, anticipating needs and resolving issues quickly and thoughtfully.
-
Overseeing VIP arrivals, departures and in-house stays, ensuring every detail has been considered.
-
Taking ownership of guest feedback, complaints and service recovery, turning challenges into positive experiences.
-
Working closely with Front Office, Food & Beverage and all hotel departments to ensure a seamless guest journey.
-
Monitoring daily arrivals, departures, events and special requests, ensuring the hotel is fully prepared to exceed guest expectations.
-
Coaching and developing the Guest Relations team, leading by example and maintaining the highest standards of service and presentation.
-
Taking responsibility for hotel security, health & safety and emergency procedures during Duty Management shifts.
-
Identifying opportunities to up-sell and maximise revenue while always keeping the guest experience at the heart of what you do.
-
Maintaining strong knowledge of the hotel, our guests and our competitors, always looking for ways to improve the experience we offer.
We’re looking for someone who is passionate about hospitality, naturally warm and confident leading from the front.
The Perks of working for The Bloomsbury Hotel:
-
Generous service charge on top of your salary
-
Holiday allowance increasing with length of service up to 25 days
-
Free meals on duty
-
50% discount when dining with The Doyle Collection
-
Discounted rates when staying in our hotels
-
Training dedicated to personal development
-
Cycle to work scheme
-
Discounts in selected stores and online shops
-
Life Insurance and Company Pension
-
Complimentary uniform and dry cleaning
-
One paid volunteering day per year
-
Free access to the Employee Assistance Programme
-
Hotel Incentives and rewards
-
Staff summer parties, Christmas parties and regular team get togethers
-
Refer a Fri
