Millennium Hotel and Resorts UK
Guest Relations Manager
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Guest Relations Manager
Guest Relations Manager
Location: SW10 0XG Salary: Up to £32,000 per annum
About the Role
The Chelsea Harbour Hotel is seeking a dynamic and energetic Guest Relations Manager responsible for leading the front office operations and delivering exceptional guest experiences with a focus on personalised service and VIP management. This role demands energy, diplomatic skills, and acute attention to detail to elevate the guest experience across all levels.
Key Responsibilities
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Guest Engagement:
- Drive high levels of service satisfaction and loyalty, positioning yourself as the key contact for all guests—especially VIPs.
- Serve as the proactive pre-, during-, and post-stay liaison for every guest.
- Build lasting relationships with VIPs, suites, and long-stay guests, fostering repeat business.
- Host meetings with guests and VIPs, including showrounds and pipeline events.
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Guest Satisfaction & Feedback:
- Respond to social media, internal reviews, and external feedback within 48 hours in a professional manner.
- Track, analyse, and escalate guest complaints with decisive action.
- Maintain and update guest profiles with accurate information, including travel preferences and history.
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Loyalty & VIP Programs:
- Monitor and report on the hotel’s guest return ratio and loyalty metrics.
- Refresh and enforce VIP programme standards, reviewing performance regularly.
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Front-Office Support:
- Oversee the look, feel, and service standards of the hotel lobby.
- Assist Front Office during peak check-in and check-out periods.
- Promote the hotel’s amenities to visitors and guests.
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Operational Impact:
- Effectively liaise with all departments to ensure seamless, cross-team communications for guests.
Required Skills & Experience
- Must-haves:
- Proven experience in guest relations or front office management in hospitality.
- Comprehensive knowledge of Opera PMS (Property Management System).
- Strong communication skills with exceptional guest service DNA.
- Ability to multitask efficiently in fast-paced environments.
- Natural calm under pressure, flexibility, and a highly-personable demeanour.
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Clubhouse Benefits
Millennium Hotels & Millennium Group offer a comprehensive benefits package:
- Social & Team Events – Expenses waived at all UK hotels in the M Social Collection.
- Wellbeing, training, and development support.
- Healthcare options, including cash plans and salon-use benefits.
- Further enhanced benefits at The Biltmore’s London flagship:
- Pension Salary Sacrifice Scheme.
- Interest-free Season Ticket Loan.
- 1 paid Volunteer Day annually; reduced-discounted amenities.
- Complimentary meals and concierge services.
- Discounts on global stays and hospitality outlets (50% off food and beverage).
- Discounts for partner referrals (Recommends a Friend Scheme).
About the Group
Millennium Hotels & Resorts operates over 120 properties globally, spanning markets from Legnor’s Collection (Luxury) to The Biltmore (Lifestyle). This role offers clear development pathways across the collections.
How to Apply
Priority consideration for internal staff at Chelsea Harbour. Interested? Contact:
CHHCaterer
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