About the Role...
From the moment a guest steps into one of our hotels, your warm welcome sets the tone for a genuinely memorable stay. As Guest Relations Manager, you’ll lead the guest services team during your shift, creating a welcoming, seamless and standout experience. You’ll be the go-to person for our guests, ensuring everything from check-in to check-out runs smoothly. With oversight of the front-of-house and support across departments, you’ll also act as Duty Manager, assisting with guest enquiries and resolving any issues swiftly and professionally.
Key Responsibilities Include:
* Leading and supporting the guest services team on shift
* Delivering exceptional customer service and resolving challenges promptly
* Acting as Duty Manager across various departments
* Handling guest feedback with empathy and professionalism
* Contributing to smooth day-to-day hotel operations
About You…
* Proven leadership experience and a passion for team development
* Strong interpersonal and customer relations skills
* Calm, flexible, and solution-focused under pressure
* Excellent communication across various platforms
* Detail-oriented with great time management for yourself and others
* Confident in resolving complaints and enhancing the guest journey
Why Join Us?
At Cairn Group, we pride ourselves on delivering unforgettable experiences – not just for our guests, but for our team too. With supportive leadership, a collaborative environment and a chance to make a visible impact every day, this is your opportunity to lead with passion and purpose.
Ready to step into a role where your leadership shines and your passion for hospitality makes a difference? Apply today and become a key part of our guest journey!
About Us:
Cairn Group is a leading UK hospitality company with over 60 years of expertise in hotel acquisition, ownership, management, investment, and development. Our journey has been shaped by successful partnerships with global brands and a commitment to creating thriving, guest-focused properties.
At Cairn Group, our values - Respect, Integrity, Sustainability, and Excellence (RISE) - are at the heart of everything we do. We respect our team and guests, act with integrity, and invest in our people to build a sustainable future - for our business, our communities, and the planet. Every day, we work to deliver excellence, going the extra mile to create outstanding experiences for our guests.
Benefits:
* Service Excellence Bonus: Your hard work pays off. Service charge tips and gratuities add a well-earned boost to your pay check,
* Get Paid in Real-Time with Wagestream: Take control of your earnings. Track your pay live, access funds when needed, and get expert financial tips—all in real-time,
* Stay, Relax and Recharge: Enjoy discounted stays across our all our venues. Treat yourself or bring your friends and family along for a well-earned break,
* Delicious Discounts: Indulge a little with 50% off food and drinks across our hotels, bars and restaurants,
* Spa Discounts: Self-care matters! Treat yourself with exclusive wellness offers at our spas and leisure clubs,
* Retail, Cinema & Fun Discounts: Enjoy exclusive access to savings on shopping, cinemas trips and fun days out,
* Rise with Us: From apprenticeships to leadership programs, our development team is here to help you grow and reach your career goals,
* Superstar Awards: Your hard work deserves the spotlight! Each month we celebrate and reward our team members who showcase our values and bring hospitality to life,
* Long-Service Awards: Celebrate key milestones with us, starting from just one year of service—plus enjoy extra annual leave as a thank-you for your commitment.
* Recommend a Friend: Bring great people into the team and earn a bonus when they join!
* 24/7 Support: We’re committed to your wellbeing. Access our confidential Employee Assistance Programme anytime, anywhere.
* Pension Scheme: Plan for your future with our pension plan, designed to help you build long-term security.
* Year-Round Incentives: Enjoy fun incentives, exciting challenges, and surprise perks throughout the year!
* Bereavement Leave – When life gets tough, we ensure you have the time and support you need to be with your loved ones.
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