Guest Relations & Guest Experience Manager

About the role

The Guest Relations & Guest Experience Manager owns the complete guest journey at Sloane, from the first enquiry through post‑stay follow‑up. Reporting to the General Manager, you will work closely with all department heads and act as the senior on‑site representative when the GM is absent.

Key responsibilities

• Engage with guests before, during and after their stay, building personalised relationships and maintaining a record of preferences.
• Manage VIP arrivals, welcome cards and bespoke amenities, and resolve complaints promptly.
• Develop and execute the hotel’s visibility strategy in partnership with Sales, Marketing and PR, turning guest insights into referrals and word‑of‑mouth promotion.
• Inspect guest‑facing areas daily, log service defects, conduct VIP room inspections and track feedback across review platforms.
• Curate guest lists, vet group bookings, and organise intimate guest events.
• Brief and train front‑of‑house teams on service standards, contribute to recruitment, and represent the guest experience in daily operations meetings.
• Assume overall hotel operation responsibilities in the General Manager’s absence.

Required profile

• Proven track record in guest relations or guest experience within luxury hotels or upscale food & beverage outlets.
• High emotional intelligence with the ability to read guests quickly and adapt communication style.
• Natural relationship‑builder comfortable engaging with both regular guests and high‑profile visitors.

Required skills