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. Reporting to the General Manager, you will shape the hotel’s reputation, build lasting guest relationships and ensure flawless service across all guest‑facing areas.

Key responsibilities

• Engage with guests before, during and after their stay, maintaining detailed records of preferences and history.
• 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.
• Conduct daily walkthroughs of rooms, restaurant, bar and public spaces, logging any presentation or service defects.
• Track and analyse guest feedback across review platforms, reporting trends to the General Manager.
• Curate guest lists for events, vet large F&B reservations and run intimate guest‑focused gatherings.
• Brief and train front‑of‑house teams on service standards, participate in recruitment and represent the guest experience in daily operations meetings.
• Assume full responsibility for day‑to‑day hotel operations in the General Manager’s absence.

Required profile

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

Required skills

What we offer

• Full‑time, 48‑hour week role with evenings, weekends and bank holidays as required.
• Opportunity to shape the guest experience at a prestigious boutique hotel.
• Collaborative environment working closely with senior leadership across all departments.