Gordon Ramsay Restaurants
Guest Reputation & Support Executive
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Gordon Ramsay Restaurants
Gordon Ramsay Restaurants is the restaurant business of internationally renowned, multi-Michelin starred chef Gordon Ramsay. Gordon Ramsay Restaurants operate a string of successful restaurants and dining destinations globally from Michelin stars to relaxed all day dining, from the UK and France to Dubai, Singapore and the United States.
An amazing opportunity has arisen to join the Guest Relations Team as a Guest Reputation & Support Executive at Gordon Ramsay Restaurants Global.
The Guest Reputation & Support Executive will play a key role in protecting and enhancing the reputation of Gordon Ramsay Restaurants, managing online guest feedback across multiple platforms and ensuring every guest receives a thoughtful, personalised and brand-aligned response.
Alongside online reputation management, the role will support the Guest Relations, Reservations and Guest Experience teams during busy periods, helping to manage guest enquiries, complaints, service recovery, gift voucher queries and claims administration.
Key Accountabilities
- Manage and respond to guest reviews across platforms including Google, TripAdvisor, OpenTable and delivery platforms, ensuring timely, personalised and on-brand communication
- Monitor guest feedback and sentiment, identifying trends and recurring themes and sharing insights with operational teams
- Support the Guest Relations Manager with guest enquiries, complaints, refunds, goodwill gestures and service recovery
- Assist with Accident, Food Poisoning and Personal Injury (AFP) claims administration, ensuring accurate records and supporting documentation
- Manage guest enquiries relating to gift vouchers and provide support to Reservations and Guest Experience during peak periods
- Produce regular reporting on review volumes, response rates, guest sentiment and platform performance
- Confidently use AI-assisted tools to support efficiency whilst ensuring all guest communication remains personal and human-led
- Exceptionally organised and detail-oriented, with the ability to manage multiple guest interactions and priorities in a fast-paced environment
- Customer-first, proactive and solution-focused, with excellent communication skills and the ability to handle sensitive or challenging situations professionally
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About you
- Previous experience in Guest Relations, Customer Service, Hospitality, Reputation Management or a similar role
- Excellent written and verbal communication skills, with a strong eye for tone and detail
- Passionate about delivering an exceptional guest experience and resolving issues effectively
- Highly organised with the ability to manage multiple priorities and meet deadlines
- Previous hospitality experience advantageous
- Comfortable working with digital platforms, reporting tools and AI-assisted technology
What’s in it for you
- Competitive Pay Rate
- A fantastic 50% staff discount on food and drink in Restaurants and on Gordon Ramsay Academy classes & courses
- 30% discount for your Friends & Family in Restaurants and on Gordon Ramsay Academy classes & courses
- Employees can instantly access up to 50% of basic wages earned before payday via Stream
- Refer a Friend Scheme - earn between £250 to £1000 when referring a friend to work with us (T&Cs apply)
- Access to our world-class training & development opportunities globally
- Progress your career through a multi-site and multi-brand, best in class global restaurant group
- Work with and learn from extraordinary culinary and front-of house talent in a diverse, energising and professional restaurant environment
- Preferential Room Rates at Gordon Ramsay Restaurants partner hotel
- MYNDUP - our wellbeing partner where our teams can access up to 2 hours anonymous support a month, fully funded by GRR, for everything from mental health & wellbeing, to counselling or therapy sessions, life & career coaching and more
- Meals on duty
Get help with your application
Your very own career expert that helps elevate your application to the next level.
At Gordon Ramsay Restaurants, we are driven to be an inclusive employer, we are devoted to creating an environment where our amazing teams can thrive, and our aim is to put people at the heart of everything we do. We want our teams to be their authentic self and we truly celebrate diversity in every sense.
We are successful at what we do by cultivating talented teams with diverse skills & backgrounds. Everyone is welcome in our Gordon Ramsay Restaurants family. As we continue to grow and build the business, we are committed to putting diversity, equality, and inclusion at the forefront.
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