Guest Relations Manager – Luxury Hotel

About the role

We are looking for an experienced Guest Relations professional to join our 4‑star Millennium Hotel in Knightsbridge, London. The role combines operational leadership of the Front Office with a strong focus on delivering memorable experiences for all guests, including VIPs.

Key responsibilities

• Act as the primary point of contact for guests and VIPs, managing feedback, complaints and service recovery.
• Lead the Front Office during assigned shifts and act as Manager on Duty when required.
• Supervise Front Office, Concierge and Host teams, ensuring brand standards and operational procedures are met.
• Collaborate with Housekeeping, Food & Beverage, Maintenance and Events teams to guarantee seamless operations and room readiness.
• Conduct shift briefings, coach staff and foster a guest‑focused culture.
• Ensure compliance with health, safety, licensing and emergency procedures, handling incidents and operational decisions during shifts.

Required profile

• Previous experience in a hotel reception or guest relations role.
• Ability to multitask, work flexible shifts (including evenings, weekends and public holidays) and remain calm under pressure.
• Professional appearance, strong interpersonal and communication skills.
• Excellent organisational detail, problem‑solving and teamwork orientation.

Required skills

• Proficiency with Opera Cloud (property management system).