Guest Relations Manager – King Street Townhouse Hotel & Spa
We are looking for an experienced and passionate Guest Relations Manager to become the face of the hotel, shaping the guest journey from arrival through to departure at King Street Townhouse Hotel, a luxury boutique hotel in Manchester.
What You’ll Be Doing
* Deliver exceptional, personalised guest experiences at every touchpoint.
* Act as the main point of contact for VIPs, regular guests, and special arrivals.
* Meet and greet guests during peak periods and maintain a strong presence across the hotel.
* Handle guest enquiries, requests, and complaints with professionalism, empathy, and efficiency.
* Anticipate guest needs and proactively resolve issues before they arise.
* Build strong guest relationships to encourage loyalty and repeat business.
* Maintain detailed guest profiles and preferences to support tailored service delivery.
* Manage proposal and celebration packages from enquiry through to completion.
* Work collaboratively with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless operations.
* Drive upselling opportunities across bedrooms, packages, and hotel services.
* Encourage direct bookings and support guest retention strategies.
* Monitor and respond to guest feedback across TripAdvisor, Expedia, Booking.com, and other reputation platforms.
* Analyse guest and colleague feedback to identify opportunities for continuous improvement.
* Support, coach, and motivate the Front of House team to consistently deliver luxury service standards.
* Represent the hotel brand professionally and become a recognised ambassador for the property.
* Complete Duty Manager shifts as required.
What We’re Looking For
* Previous experience within luxury hospitality, guest relations, or front office management.
* A genuine passion for delivering exceptional customer experiences.
* Strong knowledge of Manchester city centre, including restaurants, nightlife, and hospitality venues.
* Excellent communication and interpersonal skills.
* A calm, confident, and solutions‑focused approach.
* Strong organisational skills with the ability to multitask in a fast‑paced environment.
* Experience handling VIP guests and high‑pressure situations professionally.
* A proactive mindset with exceptional attention to detail.
* Confidence leading, coaching, and supporting teams.
* Flexibility to work evenings, weekends, and Duty Manager shifts when required.
Why Join King Street Townhouse
This is an opportunity to join one of Manchester’s most recognised luxury hotels and become part of a team passionate about hospitality, creativity, and delivering unforgettable guest experiences. You’ll have the chance to make a genuine impact within a unique and fast‑paced environment where service excellence is at the heart of everything we do.
Equal Opportunity and Disability Confidence
THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.
#J-18808-Ljbffr