Position: Guest Relations & Guest Experience Manager
Reports to: General Manager
Hours: Full-time, 48 hours per week. Evenings, weekends and bank holidays as required.
What will I be doing?
The Guest Relations & Guest Experience Manager own the guest Sloane from first enquiry to post-stay: engage with guests and build relationships that turn visitors into regulars, hold the line on presentation and service in every guest-facing area, and help raise the hotel’s profile alongside Sales, Marketing and PR. Reports to the General Manager, works alongside all Heads of Department, and steps up as the most senior person on site whenever the General Manager is away.
Key Responsibilities
Guest engagement & relationships
* Engage with guests before, during and after their stay, building a genuine relationship with each one.
* Read each guest’s personality and pitch contact accordingly — attentive and high-touch for those who want it, discreet and straight to the point for those who don’t.
* Keep a working record of guest preferences, history and key dates, and brief the relevant team before every arrival.
* Personally manage VIP arrivals, welcome cards and bespoke amenities.
* Own the response to complaints and service failures, resolving them during the stay wherever possible.
* Maintain the concierge knowledge base — dining, access, local partners — and keep Front of House fluent in it.
Visibility & profile
* Develop and drive the hotel’s visibility strategy in close partnership with Sales, Marketing and PR.
* Turn guest relationships and insight into coverage, referrals and word of mouth.
* Host press and VIP visits, representing the hotel as its lead ambassador.
* Identify high-potential restaurant and bar guests and convert them into room bookings and repeat clientele.
Standards & feedback
* Walk every guest-facing area each morning — rooms, restaurant, bar, public spaces — and log presentation or service defects with the responsible Head of Department.
* Conduct and train VIP room inspections.
* Track feedback across review platforms and in-stay and post-stay channels; report trends and agreed actions to the General Manager weekly.
Curation & events
* Curate guest lists for gatherings and vet group bookings and large F&B reservations against brand and atmosphere criteria.
* Plan and run a calendar of intimate guest events.
* Review guest-facing copy for tone and accuracy.
Team & front of house
* Brief and train front-of-house teams on service and grooming standards, and input into the recruitment of guest-facing roles.
* Represent the guest experience in daily operations meetings and agree follow-up actions with Heads of Department.
* Take charge of the hotel and its day-to-day operation in the General Manager’s absence.
What are we looking for?
* Track record in guest relations or guest experience at luxury outlets, across both Rooms and Food & Beverage.
* Emotionally intelligent — quick to read people and adapt your approach to each guest.
* A natural relationship-builder, equally at ease with regulars, VIPs and press.
* Comfortable partnering with Sales, Marketing and PR to grow the hotel’s profile.
* A sharp eye for detail and the judgement to fix issues before a guest ever notices.
* Clear, confident writing for guest correspondence, copy and team briefings.
* Working knowledge of UK Health & Safety, GDPR and data protection.
* Available to work evenings, weekends and bank holidays.
* Francophile
What will I get?
* Competitive salary based on experience.
* Service charge (£9,000–£10,000 per annum, subject to business levels).
* Discretionary bonus of up to 20% against KPIs.
* Enhanced pension scheme.*
* Enhanced annual leave.
* Enhanced maternity and paternity pay.
* Complimentary meals while on duty.
* Private Bupa Health Plan.*
* Social events and engagement programmes.
* Access to CODE App hospitality benefits.*
*Upon successful completion of the probation period
Who are we?
We are a 5-star luxury lifestyle boutique hotel located in the heart of Chelsea. Set in a 19th century building next to Sloane Square station and featuring a rooftop restaurant, an intimate cocktail bar, and thirty exceptionally designed bedrooms, the property has been elegantly restored to create unique experiences.
Within one of London’s most stylish interiors, the hotel combines the quintessentially British style of the Cadogan Estate with a unique French touch. Designed as an exceptional and inspiring destination, it highlights the distinguished and historic pedigree of the Sloane Square Conservation Area in a private and intimate setting.
Independently run, the hotel employs passionate, focused individuals with a determination to succeed. To assist us in hosting our wonderful clients, we are on the search for the ambassadors of this truly unique property. They will be given the opportunity to make their own mark while delivering an exceptional service of unparalleled quality.