Guest Relations & Guest Experience Manager

About the role

The Guest Relations & Guest Experience Manager owns the guest journey at Sloane, from the first enquiry through post‑stay follow‑up. Reporting to the General Manager, you will build lasting relationships, uphold service standards across all guest‑facing areas, and act as the senior on‑site representative when the GM is away.

Key responsibilities

• Engage with guests before, during and after their stay, tailoring communication to individual preferences.
• Maintain a record of guest preferences, history and key dates; brief relevant teams before arrivals.
• Personally manage VIP arrivals, welcome cards and bespoke amenities.
• Own complaint handling and resolve service failures during the stay.
• Develop and drive the hotel’s visibility strategy in partnership with Sales, Marketing and PR.
• Host press and VIP visits as the lead ambassador.
• Conduct daily walkthroughs of all guest‑facing areas, logging defects and coordinating with department heads.
• Track feedback across review platforms and report trends to the General Manager.
• Curate guest lists, vet large bookings, and plan intimate guest events.
• Brief and train front‑of‑house teams on service and grooming standards; contribute to recruitment of guest‑facing roles.
• Take charge of day‑to‑day hotel operations in the General Manager’s absence.

Required profile

• Proven track record in guest relations or guest experience at luxury hospitality outlets.

Required skills