Guest Relations Manager - Luxury Hotel

Guest Relations Manager
Luxury 5 Star Boutique Hotel - County Durham
JWR is recruiting for an exceptional opportunity for a passionate and service-driven Guest Relations Manager to join a prestigious 5-star boutique hotel set along the stunning Durham coastline.
This elegant, destination-led property is renowned for its rich heritage, refined interiors and commitment to delivering truly memorable guest experiences. This role offers the chance to take full ownership of the front office function within a high-end environment where attention to detail and personalised service are everything.

Package
* Up to £33k+ Service charge
* Comprehensive in-house training
* Meals on duty
* Staff discounts & wellness benefits
* Ongoing internal & external training opportunities
* Career progression within a luxury hospitality environment
* Free parking

The Role
As Guest Relations Manager, you will take full responsibility for leading the Reception and Reservations teams, ensuring a seamless and personalised guest journey from pre-arrival through to departure.
You will:
* Lead and inspire the front office team to deliver exceptional, intuitive service
* Oversee the full guest journey, ensuring consistency and attention to detail at every touch-point
* Manage guest feedback and complaints with professionalism and effective service recovery
* Drive guest satisfaction through review analysis and continuous improvement
* Ensure VIP experiences are delivered to the highest possible standard
* Oversee daily front office operations, ensuring efficiency, accuracy and SOP compliance
* Manage rotas, payroll and departmental cost control
* Work closely with finance and operations teams to support revenue strategy and up-selling initiatives
* Act as Duty Manager when required, representing the hotel at a senior level
* Collaborate with Housekeeping, F&B, Spa and Maintenance teams to ensure seamless service delivery

Requirements
* Proven experience within a hotel Reception or Front Office leadership role
* Background in a 4 or 5-star environment is essential
* Strong knowledge of Opera PMS and reservations systems
* A natural leader with a passion for developing and coaching teams
* Calm under pressure with excellent problem-solving and communication skills
* Commercially aware with an understanding of forecasting and cost control (desirable)
* Passionate about delivering exceptional, personalised guest experiences

This is a rare opportunity to join a highly regarded luxury hotel where you can truly shape the guest journey while developing your career within an inspiring and supportive environment. Send your CV today