Guest Relations Manager

The Chelsea Harbour Hotel is looking for a dynamic and energetic Guest Relations Manager, who is responsible for the overall operation of the front office and assumes responsibility for the hotel, with a passion for creating memorable moments, attention to detail, and personalised guest service.

• Drive high levels of service, satisfaction and loyalty amongst guests and be the “go to” person for guests and particularly VIP’s.
• Be the proactive point of contact for guests, pre, during and post stay.
• Effectively lead the communication pertaining to guests throughout the hotel, liaising professionally and timely with all departments.
• Be the caretaker for suite guests, special occasion guests and long stay guests.
• Meet and entertain guests and VIP’s, building relationships with them encouraging repeat custom.
• Analyse, review and respond to Social Media and guest internal and external feedback platforms within 48 hours in a professional manner and gain an understanding on where and how improvements can be made.
• Monitor, communicate and follow‑up guest complaints.
• Maintain and update guest’s history and profiles with accurate information.
• Track and drive the hotel’s guest return ratio, building a loyalty of guests.
• Refresh and drive the VIP programme and standards and constantly review performance of it.
• Responsible for the look, feel and service of the hotel lobby.
• Assist Front Office with check‑in and check‑out during busy periods.
• Promote the hotel’s facilities to all guests and visitors.
• Assist with hotel show rounds.

• Ability to multitask
• Knowledge of Opera
• Skill in communication, guest service
• Personable
• Flexible
• Calm under pressure
• Approachable
• Focused

We offer a benefits package including:

• Social Events, Wellbeing and Team Activities
• Training and development
• Cash Health Plan cover option available
• Pension Salary Sacrifice Scheme
• Career development and salary reviews
• Interest free Season Ticket Loan Scheme
• 1 Volunteer Days per year (fully paid and in addition to your annual leave)
• Complimentary meals prepared for you by our chefs
• Length of Service related holiday scheme
• Discount on Accommodation worldwide and 50% Food and Beverage Outlets
• Life Assurance
• Recommend a Friend Scheme

• Salary: upto £32000 pa
• Address: SW10 0XG

Millennium Hotels and Resorts owns and operates a portfolio of over 120 hotels worldwide. Properties under the group are placed into collections:
Leng’s Collection, M Social Collection, Millennium Collection, Copthorne Collection and The Biltmore. Each collection has its own distinct personality, character and clearly defined hotel brands within it, as well as real opportunities to develop and gain promotion within the industry.