Pre-Arrival Manager / Guest Relations Manager

Company Description Since 1756, Cambridge House has been the home where the Great and the Glorious gather. The storied Mayfair townhouse reawakens in 2026. The centuries old landmark, which has welcomed tastemakers and world shapers throughout its rich history, will be the capital’s most magnetic and vibrant gathering place and experience-driven luxury hotel. The imaginative renewal of this historic property at 94 Piccadilly will capture the spirit of London like no other, providing a captivating new Mayfair destination for Londoners and international visitors alike. Set in the historic building which formerly housed the iconic In and Out military club, the 18th Century Georgian mansion and Grade 1-listed Palladian-style townhouse will be brilliantly reimagined as a 102-room hotel. Preserving its rich heritage while offering a harmonious blend of luxuriously private and vibrant social spaces replete with unique dining destinations and Auberge spa. It will also be home to an exclusive members club set to define the new pulse of modern London life. For more information: auberge.com/cambridgehouse/ Follow Cambridge House, Auberge Collection on Instagram and Facebook @CambridgeHouseAuberge Job Description As the Pre-Arrival Manager for Cambridge House, you will be leading a dedicated team of Itinerary Designers / Guest Relations Executives whilst upholding the highest standards of service and communication. Working closely with Reservations, Concierge, Housekeeping, Food & Beverage, and Butler teams, you will deliver exceptional and memorable stays for our guests that reflect the refinement and elegance of Cambridge House. From the moment a reservation is confirmed through to arrival at the House, the Pre-Arrival Manager is responsible for curating thoughtful, seamless and highly personalised pre-arrival experiences, ensuring every guest feels anticipated, recognised, and genuinely cared for ahead of their stay. Key Responsibilities: Proactively oversee and manage all pre-arrival guest engagement , delivering personalised communication via email, telephone and preferred guest channels to ensure a seamless luxury experience prior to arrival. Curate bespoke welcome experiences by gathering, maintaining and actioning detailed guest preferences, including dietary requirements, special occasions, travel arrangements, stay purpose and personalised requests within Opera Cloud. Manage and maintain guest profiles within Opera Cloud, ensuring all information is accurate and up to date. Collaborate closely with Housekeeping, Concierge, Butler, Spa, Food & Beverage and Reservations teams to ensure all guest requirements, room preferences and special requests are executed to the highest luxury standards. Conduct detailed guest profiling and research using previous stay history, preferences and guest insights to deliver intuitive, highly personalised service for both first-time and returning guests. Handle sensitive guest information with the utmost discretion, maintaining GDPR compliance and operational standards. Contribute to daily pre-arrival briefings and prepare reports to align operational teams on upcoming arrivals and priorities. Coordinate room inspections, suite spot checks and operational readiness to ensure presentation, amenities and service standards consistently reflect the House’s luxury positioning. Support the House’s upselling strategy through thoughtful recommendations of accommodations, dining venues, wellness offerings and curated local experiences during pre-arrival engagement. Champion intuitive and personalised service delivery that enhances guest satisfaction, strengthens loyalty and positively contributes to overall NPS performance. Contribute to the development, implementation, and continuous improvement of pre-arrival standard operating procedures, service standards, and quality assurance processes through regular audits and ongoing service enhancement initiatives. Qualifications Previous managerial experience within a luxury hospitality environment, ideally in Guest Experience, Guest Relations or Front Office. Strong knowledge of Opera Cloud or similar PMS. Proven experience managing high-profile clientele. Excellent communication and interpersonal skills, both written and verbal, with a polished and engaging manner. Strong understanding of the London market. Collaborative leadership style with the ability to build strong cross-departmental relationships. Flexible availability, including weekends and public holidays. Additional Information Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. For more information: auberge.com Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge

Job Type: Management