Millennium Hotels UK/EU - Careers
Guest Relations Manager
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Guest Relations Manager
Guest Relations Manager – The Chelsea Harbour Hotel
About the Role
The Chelsea Harbour Hotel is seeking a dynamic and energetic Guest Relations Manager, responsible for the overall operation of the front office while elevating guest experiences through personalised service, attention to detail, and a passion for creating memorable moments.
Responsibilities
Guest Experience & VIP Care
- Lead high service levels to achieve superior guest satisfaction, loyalty, and repeat custom, serving as the primary point of contact for all guests, particularly VIPs
- Be the pre-, during-, and post-stay catalyst for seamless guest engagement
- Nurture relationships with guests, boosting VIP programme retention and custom
- Manage expectations and entertain VIPs, fostering long-term loyalty
Guest Management & Feedback
- Analyse and respond to guest feedback (internal/external and social media) within 48 hours, identifying improvement opportunities
- Monitor and follow up on complaints, ensuring prompt resolution
- Maintain and update guest profiles with accurate information for personalised service
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Front Office Support
- Oversee the hotel lobby aesthetics and service standards
- Assist with check-in/out during peak periods
- Conduct and support hotel showrounds for guests
Guests Relating & Performance Excellence
- Track and drive the hotel’s VIP/general guest return ratio
- Continuously review and refresh VIP programme quality and performance
- Promote hotel amenities effectively across guest experiences
Requirements
Essential Skills
- Multitasking ability under pressure
- Proficiency in Opera PMS (property management software)
- Strong communication and guest service expertise
- Flexible, personable, calm, and approachable demeanour
- Qualifications in hospitality, experience among _preferred (not enforced) qualifications
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Benefits Package
- Exceptional Social Events & Team Activities
- Training & career development opportunities
- Cash Health Plan cover option
- Pension Salary Sacrifice Scheme
- Season Ticket Loan (interest-free)
- 1 Fully Paid Volunteer Day per year (on top of leave)
- Complimentary meals from our chefs
- Holiday scheme tied to length of service
- 50% Food & Beverage outlet discounts and worldwide accommodation discounts
- Life Assurance
- Refer-a-Friend bonus scheme
Job Information
- Salary: Up to £32,000 p.a.
- Location: SW10 0XG, Chelsea Harbour Hotel
About The Group
Millennium Hotels & Resorts operates over 120 properties globally across brands including:
- Len’s Collection
- M Social Collection
- Millennium Collection
- Copthorne Collection
- The Biltmore
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