Guest Relations Manager

About the role

The Guest Relations Manager will lead the delivery of personalised experiences for VIP guests at Glenlo Abbey Hotel and Estate, ensuring every touch‑point exceeds expectations. This senior hospitality role focuses on building lasting loyalty through proactive service and continuous improvement of guest‑facing processes.

Key responsibilities

• Develop and maintain a VIP treatment plan, coordinating with all departments before guest arrival.
• Welcome repeat and high‑value guests, fostering strong relationships and anticipating their preferences.
• Collect and analyse guest feedback from all channels, identifying trends and driving corrective actions.
• Lead the hotel’s upselling and incremental revenue programmes, training new staff on best practices.
• Participate in the Quality Management team, implementing process improvements across front‑office operations.
• Set departmental goals, monitor performance, and conduct internal audits to ensure standards are met.

Required profile

• Proven experience in guest relations or VIP services within a luxury hotel environment.
• Strong understanding of hospitality operations and cross‑departmental collaboration.
• Excellent communication skills and a passion for creating memorable guest experiences.
• Ability to analyse feedback data and translate insights into actionable improvements.

Required skills

• Guest‑feedback management systems
• Upselling and revenue‑generation techniques
• Quality assurance and audit procedures

What we offer

• Competitive salary
• Meals while on duty in the employee restaurant
• Complimentary uniform provision
• Employee discount across MHL Hotels and SLH Worldwide
• Health & wellness benefits, recognition awards, and career progression opportunities
• Travel and Bike‑to‑Work tax‑saving scheme