Guest Relations Manager

• Deliver an elegant personalised welcome for every guest ensuring a flawless first impression
• Oversee the entire guest journey from prearrival planning to poststay followup
• Manage VIP repeat and specialattention guests ensuring bespoke touches and curated experiences
• Maintain a strong polished presence in the lobby acting as the primary point of contact for guest needs
• Lead inspire and develop the Guest Relations team to uphold Fairmonts luxury service standards
• Resolve guest concerns with discretion confidence and a commitment to exceptional service recovery
• Collaborate closely with Front Office Housekeeping Spa F&B and Events to ensure seamless communication and guest satisfaction
• Monitor guest feedback channels and support continuous improvement initiatives
• Maintain detailed guest profiles and preferences to deliver highly personalised service
• Support the management of arrivals departures and lobby flow during peak periods
• Coordinate special occasions celebrations and bespoke inhouse experiences
• Conduct daily briefings to share VIP updates guest preferences and operational priorities
• Ensure all guest interactions reflect Fairmonts brand values tone and luxury positioning
• Maintain accurate records of guest incidents preferences and followup actions
• Support training initiatives to elevate service culture across all guestfacing departments
• Uphold all health safety and security procedures in line with UK legislation and Fairmont standards
• Represent the hotel with grace confidence and a guestfirst mindset at all times

Qualifications :

• Minimum 2 years experience in Guest Relations Front Office or luxury hospitality
• Previous supervisory or managerial experience in a guestfacing environment
• Exceptional communication and interpersonal skills with a refined polished presence
• Experience managing VIPs highprofile guests or luxury clientele
• Knowledge of hotel systems such as Opera PMS desirable
• Strong servicerecovery and problemresolution skills
• Excellent organisational ability and meticulous attention to detail
• Understanding of UK hospitality standards health & safety and GDPR requirements
• Additional languages advantageous for an international luxury clientele

Additional Information :

What is in it for you

• Exclusive Discounts:
  • Fairmont Cheshire The Mere Spa and Golf discount
  • Fairmont Raffles and Accor Hotels (friends and family rates are included)
  • 20% off food and beverage in on-site restaurants
• Colleague restaurant
• Being part of The Mere Team our culture is unique!
• You will benefit from training and development opportunities
• Competitive salary and benefits including pension
• 28 days of holiday including public holidays
• 1-5 days service award based on length of service
• Special rates for Fairmont Cheshire The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• And last but not least you will get to work with a team of EXTRAORDINARY people

Remote Work :

No

Employment Type :

Full-time