About the Hotel
Coming soon to the heart of Mayfair, The St. Regis London marks the brand’s prestigious debut in the United Kingdom. This is a destination where history and modernity meet, where the energy of the city is palpable, and where every arrival feels personal. With signature butler service, refined interiors by Richmond International, and an unmatched Bond Street address, The St. Regis London embodies ‘Live Exquisite’ — a celebration of London’s pioneering and glamorous lifestyle for the Luminaries of the world.
The Opportunity
We are seeking apoised and guest-centric Guest Relations Managerto lead the delivery of exceptional service across the property. This is a pivotal role for a hospitality professional with a minimum of three years’ experience in guest relations, who is attuned to the nuances of luxury service and committed to creating unforgettable moments. You will oversee lobby operations, manage service recovery, and act as a trusted liaison between guests and hotel departments. With a refined approach and intuitive leadership, you will elevate every touchpoint of the guest journey.
Key Responsibilities
1. Lead daily guest relations operations, ensuring seamless and personalized service
2. Manage the flow of guest inquiries and direct guests throughout the property with confidence and elegance
3. Support the resolution of service issues and ensure timely, thoughtful follow-up
4. Maintain high visibility in public areas during peak periods to anticipate guest needs
5. Implement and communicate guest recognition and loyalty programs
6. Conduct regular property inspections for appearance, safety, and staffing
7. Ensure compliance with brand standards, policies, and emergency protocols
8. Record and track guest feedback, comment cards, and satisfaction metrics
9. Empower and coach team members to deliver anticipatory and intuitive service
10. Handle guest complaints with diplomacy and resolve issues promptly
11. Collaborate with all departments to support property operations and guest satisfaction
12. Perform front desk duties during high-demand periods
What We’re Looking For
We are looking for a confident and emotionally intelligent leader who embodies the spirit of luxury hospitality. You should bring elegance, precision, and a deep understanding of guest service excellence.
You should have:
13. Minimum 3 to 5 years of experience in guest relations or front-of-house leadership roles
14. Strong interpersonal and communication skills
15. Proven ability to lead, coach, and inspire a team
16. Calm and composed in high-pressure guest-facing situations
17. Knowledge of hotel operations, safety protocols, and service recovery best practices
18. Passion for creating memorable guest experiences in a luxury setting
Why Join Us
19. Be part of a historic opening and a globally renowned luxury brand
20. Lead a flagship guest relations team in one of London’s most iconic locations
21. Enjoy competitive compensation, benefits, and career development opportunities
22. Shape the future of luxury hospitality in the UK
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.