Location
London

Hours
Full Time

Salary
£30,313 per annum

About the Role
Frasers Hospitality, part of Frasers Property Group, is a global leader in serviced apartments and hotel residences, delivering gold standard hospitality across Asia, Australia, Europe, the Middle East and Africa. With 7 properties in the UK, including Fraser Suites in London, we provide luxurious and comfortable stays for both business and leisure travellers.

As Guest Relations Manager, you will maintain service levels that consistently exceed guest expectations, ensuring memorable experiences. You will lead and support the Front Office team, acting as the Management representative during your hours. Building a culture of feedback and continuous improvement will be key, as will maintaining the correct ambience through attention to music, lighting, temperature, flowers, cleanliness, and language.

You will ensure Front Office targets are met, support the Front of House Manager in achieving budgets, and control billing and revenue. You will also explore sales opportunities through up-selling and collaborate with the Senior Sales Manager.

This role requires prioritising and elevating the guest experience across all hotel levels, leading the Front of House team to deliver world-class service and uphold the 'Frasers Standard'. You will support Heads of Department to maintain the highest service standards and foster a guest-first mentality. Managing resources, processes, and cultivating respect among staff and customers are essential aspects of this role.

Frasers Hospitality is committed to staff development, offering fully funded apprenticeship programmes, competitive pay, and a range of benefits including heavily discounted staff rates, high street discounts, cycle to work scheme, healthcare cash plans, referral schemes, uniforms, wellness initiatives, and mental health support. Additional benefits after probation include a bonus plan and life assurance.

Our sustainability goals include 100% renewable electricity, recycling, elimination of single-use plastics, chemical-free cleaning systems, and paid volunteering days for sustainable charities.

If you are passionate about hospitality and creating memorable guest experiences, we encourage you to apply.

Experience
Proven experience in a similar Guest Relations or Front Office management role with excellent communication skills and the ability to lead and inspire a team.

About you
Enthusiastic and passionate about customer service, you enjoy working as part of a team dedicated to creating memorable guest experiences. You have a hands-on attitude, strong attention to detail, and experience working within Front Office operations. You are a problem solver and excellent communicator who can effectively bridge communication between guests and management.

You are committed to maintaining high service standards and fostering a culture of feedback and continuous improvement. You are able to prioritise and elevate the guest experience across all levels of the hotel.

Eligibility to work in the UK is required.

Qualifications
Not explicitly stated, but relevant hospitality management experience and leadership skills are essential. A passion for learning and development is encouraged.