Job Description
* 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
Qualifications
* 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
Additional Information
What is in it for you?
* Exclusive Discounts:
o Fairmont Cheshire, The Mere, Spa and Golf discount
o Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
o 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