Guest Relations Manager

Hospitality Starts Here Build Your Future with Cairn Group

Are you ready to grow your career in hospitality At Cairn Group we believe work should be rewarding exciting and full of opportunities to learn and develop. Whether youre creating unforgettable guest experiences or supporting your team youll be part of a friendly supportive environment where your contributions are valued. With the opportunity to learn develop and be recognised Cairn a place where you can build a career youre proud of.

About the Role:

• Lead the delivery of exceptional guest experiences by overseeing the Guest Relations function and ensuring service standards are consistently met across the hotel.
• Act as a key point of contact for VIP guests repeat visitors corporate clients and loyalty members ensuring a personalised and memorable stay from arrival through to departure.
• Proactively monitor guest satisfaction throughout the guest journey identifying opportunities to enhance the experience and resolving any concerns quickly and professionally.
• Promote and maintain outstanding guest service standards across all departments supporting a culture of service excellence throughout the hotel.
• Manage guest feedback concerns and complaints with empathy and professionalism ensuring issues are resolved efficiently while protecting the reputation of the hotel.
• Implement effective service recovery actions and follow up with guests to ensure confidence is restored and a positive experience is delivered.
• Review guest feedback online reviews and internal reporting to identify trends and opportunities for improvement across the guest journey.
• Build strong relationships with returning guests and loyalty members to support repeat business and long-term guest loyalty.
• Coordinate VIP arrivals special occasions and key guest visits ensuring personalised touches amenities and recognition are delivered to the highest standard.
• Maintain a visible presence within guest areas particularly during busy periods supporting the team and engaging directly with guests.
• Work collaboratively with Front Office Housekeeping Food & Beverage Maintenance and Sales teams to ensure a seamless and consistent guest experience.
• Ensure guest preferences profiles and special requests are accurately recorded and communicated across relevant departments.
• Support mentor and guide Front Office and Guest Services teams to continuously deliver exceptional hospitality standards.
• Deliver training and coaching on guest engagement complaint handling and service recovery to support team development.
• Encourage a positive professional and guest-focused culture across the team where service excellence and accountability are at the heart of everything we do.
• Monitor and report on guest satisfaction scores feedback trends and service recovery outcomes providing insights and recommendations to senior management.
• Ensure compliance with all company policies brand standards health & safety requirements and operational procedures.
• Work closely with the Front of House Manager to implement initiatives that enhance guest satisfaction strengthen online reputation and drive guest loyalty.

About You:

• Hospitality Pro You have experience in hotel reception or guest services at a supervisory level and are known for your warm and attentive service.
• Team Leader Youre confident guiding training and motivating others to deliver service excellence.
• Strong Communicator You engage with guests and teams clearly and confidently through multiple channels.
• Calm & Collected You thrive in a fast-paced environment and stay composed under pressure.
• Organised & Detail-Oriented You manage your time and responsibilities efficiently and hold yourself and others to high standards.
• Adaptable Youre open to taking on varied responsibilities and adjusting to new priorities to meet guest needs.

About Us:

Cairn Group is a leading UK hospitality company with over 60 years of expertise in hotel acquisition ownership management investment and development. Our journey has been shaped by successful partnerships with global brands and a commitment to creating thriving guest-focused properties.

At Cairn Group our values - Respect Integrity Sustainability and Excellence (RISE) - are at the heart of everything we do. We respect our team and guests act with integrity and invest in our people to build a sustainable future - for our business our communities and the planet. Every day we work to deliver excellence going the extra mile to create outstanding experiences for our guests.

Benefits:

• Service Excellence Bonus: Your hard work pays off. Service charge tips and gratuities add a well-earned boost to your pay check
• Get Paid in Real-Time with Wagestream: Take control of your earnings. Track your pay live access funds when needed and get expert financial tipsall in real-time

• Stay Relax and Recharge: Enjoy discounted stays across our all our venues. Treat yourself or bring your friends and family along for a well-earned break
• Delicious Discounts: Indulge a little with 50% off food and drinks across our hotels bars and restaurants
• Spa Discounts: Self-care matters! Treat yourself with exclusive wellness offers at our spas and leisure clubs
• Retail Cinema & Fun Discounts: Enjoy exclusive access to savings on shopping cinemas trips and fun days out
• Rise with Us: From apprenticeships to leadership programs our development team is here to help you grow and reach your career goals
• Superstar Awards: Your hard work deserves the spotlight! Each month we celebrate and reward our team members who showcase our values and bring hospitality to life
• Long-Service Awards: Celebrate key milestones with us starting from just one year of serviceplus enjoy extra annual leave as a thank-you for your commitment.
• Recommend a Friend: Bring great people into the team and earn a bonus when they join!
• 24/7 Support: Were committed to your wellbeing. Access our confidential Employee Assistance Programme anytime anywhere.
• Pension Scheme: Plan for your future with our pension plan designed to help you build long-term security.
• Year-Round Incentives: Enjoy fun incentives exciting challenges and surprise perks throughout the year!
• Bereavement Leave When life gets tough we ensure you have the time and support you need to be with your loved ones.

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