Job Summary:
JM Hospitality Management Ltd. is seeking a Guest Relations Supervisor to help create a welcoming and consistently positive experience for guests throughout their stay. This role combines front-line guest engagement with team coordination, focusing on resolving requests, supporting service standards, and ensuring guests feel valued from arrival through departure.
What You'll Do:
- Oversee daily guest relations activities and service priorities
- Welcome guests and assist with enquiries, requests, and special arrangements
- Support team members in handling more complex guest concerns
- Follow up on feedback to ensure issues are addressed appropriately
- Coordinate with reception, housekeeping, food and beverage, and other hotel teams
- Assist with VIP arrivals, group stays, and special occasions
- Monitor guest preferences and communicate relevant information to colleagues
- Help maintain consistent hospitality and customer service standards
- Record guest feedback and identify recurring service opportunities
- Provide guidance to new and existing guest-facing team members
- Support smooth communication during busy periods and shift changes
Requirements:
- Experience in hospitality, hotels, customer service, tourism, reception, guest services, or a similar customer-facing environment
- Strong communication and interpersonal skills
- Friendly, professional, and service-focused approach
- Ability to remain organised during busy periods
- Confidence handling guest enquiries and resolving concerns
- Comfortable working collaboratively with different departments
- Basic confidence using booking, customer, or general workplace systems
- Previous supervisory experience is helpful but not essential
- Transferable customer-facing experience from other industries will be considered
Why Work With Us:
- Build leadership experience within a guest-focused hospitality environment
- Work with guests from varied backgrounds and occasions
- Develop valuable customer service and problem-solving skills
- Gain exposure to different areas of hospitality operations
- Play an active role in shaping positive guest experiences
- Build experience for progression into guest services or hospitality management
Pay: £36,000.00 per year
Benefits:
- Casual dress
- Company events
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
