Guest Relations Manager

Benefits

Additional Information

Deliver an elegant, personalised welcome for every guest, ensuring a flawless first impression Oversee the entire guest journey, from pre‑arrival planning to post‑stay follow‑up Manage VIP, repeat, and special‑attention guests, ensuring bespoke touches and curated experiences Maintain a strong, polished presence in the lobby, acting as the primary point of contact for guest needs Lead, inspire, and develop the Guest Relations team to uphold Fairmont's luxury service standards Resolve guest concerns with discretion, confidence, and a commitment to exceptional service recovery Collaborate closely with Front Office, Housekeeping, Spa, F&B, and Events to ensure seamless communication and guest satisfaction Monitor guest feedback channels and support continuous improvement initiatives Maintain detailed guest profiles and preferences to deliver highly personalised service Support the management of arrivals, departures, and lobby flow during peak periods Coordinate special occasions, celebrations, and bespoke in‑house experiences Conduct daily briefings to share VIP updates, guest preferences, and operational priorities Ensure all guest interactions reflect Fairmont's brand values, tone, and luxury positioning Maintain accurate records of guest incidents, preferences, and follow‑up actions Support training initiatives to elevate service culture across all guest‑facing departments Uphold all health, safety, and security procedures in line with UK legislation and Fairmont standards Represent the hotel with grace, confidence, and a guest‑first mindset at all times Minimum 2 years' experience in Guest Relations, Front Office, or luxury hospitality Previous supervisory or managerial experience in a guest‑facing environment Exceptional communication and interpersonal skills with a refined, polished presence Experience managing VIPs, high‑profile guests, or luxury clientele Knowledge of hotel systems such as Opera PMS desirable Strong service‑recovery and problem‑resolution skills Excellent organisational ability and meticulous attention to detail Understanding of UK hospitality standards, health & safety, and GDPR requirements Additional languages advantageous for an international luxury clientele What is in it for you? Exclusive Discounts: Fairmont Cheshire, The Mere, Spa and Golf discount Fairmont, Raffles, and Accor Hotels (friends and family rates are included) 20% off food and beverage in on-site restaurants Colleague restaurant Being part of The Mere Team - our culture is unique! You will benefit from training and development opportunities Competitive salary and benefits including pension 28 days of holiday including public holidays 1-5 days service award based on length of service Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide And last but not least you will get to work with a team of EXTRAORDINARY people

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