About this role
We are looking for "Guest Relations Manager" with the qualifications below:
- Minimum 3 years of previous experience in Guest Relations, Front Office, or a similar hospitality management position.
- Excellent communication and interpersonal skills.
- Strong problem-solving and complaint-handling abilities.
- Professional appearance and a genuine passion for hospitality.
- Excellent organizational skills and attention to detail.
- Ability to remain calm and professional under pressure.
- Strong leadership and team-management skills.
- Fluency in English; additional languages are an advantage.
- Experience with hotel PMS systems is must.
Job Description
- Manage pre-arrival arrangements for VIP and special-segment guests, ensuring preferences and expectations are accurately recorded and communicated.
- Provide personalized welcomes and farewells, maintain regular guest contact, and ensure a high level of guest satisfaction throughout their stay.
- Coordinate guest requests, complaints and service recovery processes with relevant departments to ensure timely and effective resolution.
- Conduct VIP room inspections and work closely with Housekeeping, Engineering and Front Office to ensure brand and service standards are met.
- Maintain a visible presence in key guest areas, proactively engage with guests, collect feedback and identify opportunities to improve the guest experience.
- Monitor and respond to guest reviews across OTA platforms, including Booking.com, Expedia and Tripadvisor, supporting improvements in guest satisfaction and online ratings.
- Train, guide and supervise the Guest Relations team, including shift planning, performance follow-up and effective handovers.
- Coordinate room blocking, upgrades, guest amenities and special arrangements, and perform Manager on Duty responsibilities when required.
- Prepare guest feedback and activity reports, support event operations, and ensure compliance with Health & Safety and sustainability standards.
About the company
Soho House
Hospitality · Public · London, UK
Stage & Valuation
Public · $1.8B
Key Investors
Yucaipa Companies, MCR Hotels, Goldman Sachs Asset Management
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Soho House operates an international network of private members' clubs and hotels focused on the creative industries. The company provides exclusive spaces for networking, dining, and wellness across its global locations.