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About the Role

The Guest Relations Manager (GRM) is responsible for the guest experience through the planning and delivery of the highest levels of hospitality and service. The GRM oversees the Guest Experience department, including Concierge and luggage porters, and leads the hotel's VIP program from pre-arrival to departure. This role is also a key leader within the rooms division and supports the duty management program.

Responsibilities

Elevate key touch points for VIP guests, tailoring experiences to Renaissance core values.
Support the duty management program and lead the Front Office department in the absence of the FOM.
Manage day-to-day operations, ensuring quality, standards, and customer expectations are met.
Display outstanding hospitality skills and empower employees to provide excellent customer service.
Observe employee service behaviors and provide feedback.
Maintain high visibility in public areas during peak times and provide immediate guest assistance.
Interact with customers to obtain feedback on product quality, service levels, and satisfaction.
Handle complaints, settle disputes, resolve grievances, and negotiate with others.
Utilize interpersonal and communication skills to lead, influence, and encourage others.
Build mutual trust, respect, and cooperation among team members.
Serve as a role model for appropriate behaviors.
Supervise and manage employees, understanding their duties well enough to perform them if needed.
Develop specific goals and plans to prioritize, organize, and accomplish work.
Provide services that exceed customer expectations for satisfaction and retention.
Improve service by communicating guest needs, providing guidance, feedback, and coaching.
Intervene in guest/employee situations to maintain property integrity, guest satisfaction, and employee well-being.
Set a positive example for guest relations.
Record guest issues in the guest response tracking system and review feedback with employees.
Emphasize guest satisfaction in departmental meetings and focus on continuous improvement.
Oversee Concierge/Guest Experience operations, ensuring reservations and cancellations are handled.
Lead the GuestVoice program, ensuring all complaints and issues are addressed and followed up on.
Proactively engage with regular guests to ensure their needs are met and exceeded.
Manage relationships with Tour Operators and serve as the point of contact for new requests.
Train the team on all Concierge related tasks, including booking restaurants, tours, and transport.
Identify developmental needs of others and provide coaching and mentoring.
Provide guidance and direction to subordinates, setting performance standards and monitoring performance.
Assist in interviewing and hiring employees with appropriate skills.
Provide information to supervisors, co-workers, and subordinates via various communication channels.
Analyze information and evaluate results to solve problems.
Inform and update executives, peers, and subordinates on relevant information.
Maintain strong working relationships with all departments to support property operations and goals.
Communicate variations to established norms to the appropriate department.
Participate in the investigation of employee and guest accidents.
Perform Front Desk duties during high demand times.
Perform all technical/procedural requirements of the job.
Demonstrate understanding of how a department and/or property operates.
Promote safety and security of co-workers.
Actively listen and ask questions of customers to assess satisfaction and prevent problems.
Regularly monitor customer satisfaction and take personal responsibility to ensure it.
Proactively demonstrate hospitality in all customer interactions.
Follow through on customer inquiries.
Take personal responsibility for correcting customer service problems.
Lead action plans to improve standards and processes.
Act independently to improve and increase skills and knowledge.
Demonstrate awareness of personal strengths and areas for improvement.
Seek feedback on performance and modify behavior as appropriate.
Keep up-to-date on resources to better serve customers and improve organizational performance.
Share learnings, innovations, and best practices with ambassadors.
Be willing to learn from others.
Give timely and specific performance feedback to ambassadors.
Assist ambassadors and provide specific, detailed follow-up.
Consider the impact of personal/departmental actions on other parts of the organization.
Work to meet goals without disadvantaging other ambassadors or groups.
Solicit and use other ambassadors’ ideas and opinions to resolve issues.
Help and support ambassadors in solving problems and accomplishing work objectives.
Approach own work with a sense of urgency and purpose.
Ensure desired results are achieved efficiently while maintaining or improving service quality.
Allocate time and resources effectively when faced with competing demands.
Track activities in progress and/or completed activities to ensure objectives are accomplished.
Try new approaches to overcome obstacles or accomplish challenging objectives.
Anticipate potential obstacles and develop contingency plans.
Seek full understanding of new procedures or methods resulting from change.
Understand and communicate reasons for change.
Show willingness to learn new methods, procedures, techniques, or systems.
Take action to make changes work rather than identifying why they won’t work.
See change as an opportunity rather than a problem.
Lead The Chambers operation with dedication and care.
Demonstrate commitment to the organization and its vision, mission, and ambassadors.
Establish measurable and achievable expectations of results.
Hold self and other ambassadors accountable for achieving results.
Make decisions and commit to a course of action with available information.
Address conflicts in a timely manner.
Encourage others to share their points of view.
Openly and accurately report errors, mistakes, and unintended outcomes.
Actively listen and respond to ambassadors.
Share relevant, timely information to help others understand and support business objectives.
Speak clearly and articulately with individuals and groups.
Deliver constructive feedback with sensitivity.
Facilitate group discussions.
Prepare and deliver presentations tailored to the audience.
Write clear and effective memoranda, letters, etc.
Lead team to ensure an unrivalled five-star experience.
Be attentive to guests' requests, including arranging outside bookings.
Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
Send required reports to all departments daily.
Ensure compliance with all policies, standards, and procedures.
Review staffing levels to meet guest service, operational needs, and financial objectives.
Create effective rosters for the Guest Experience team, Chambers, and butler service.
Observe ambassador service behaviors and ensure proper attire and grooming.
Devise and implement all Guest Experience Executives, Chambers Club, and Private Butler Standards.
Understand and comply with loss prevention policies and procedures.
Participate in and be responsible for staff training within the Chambers Club and Guest Experience team.
Set a positive example for guest relations.
Ensure ambassadors understand expectations and parameters.
Effectively respond to and handle guest problems and complaints.
Track all guest issues from various sources and report results.
Identify trends for resolution.
Participate in the development and implementation of corrective action plans.
Lead GXP Empower, ensuring all departments record issues and complaints.
Be responsible for interviewing and hiring team members with appropriate hospitality skills.
Support departmental orientation and new hire training.
Ensure ambassadors are cross-trained to support daily operations.
Use on-the-job training tools and conduct training when appropriate.
Communicate performance expectations in accordance with job descriptions.
Perform all performance reviews/career discussions.
Participate in the ambassador performance appraisal process.
Participate in ambassador progressive discipline procedures.
Ensure hotel policies are administered fairly and consistently.
Ensure regular, ongoing communication with ambassadors about business objectives and expectations.
Celebrate successes and publicly recognize team member contributions.
Participate in an ongoing ambassador recognition program.
Comprehend budgets, operating statements, and payroll reports.
Lead the management of controllable expenses to achieve or exceed budgeted goals.
Understand the impact of department operations on overall hotel financial goals.
Build and maintain positive relationships with Tour Operators and third-party companies.
Have extensive knowledge of the London, Bar & Restaurant scene, with contacts to build relationships.
Lead the Renaissance Navigator program, curating bespoke guides and recommendations.
Supply guests with information regarding property amenities, services, room features, and local areas of interest.
Respond to guest requests for special arrangements or services by making arrangements or identifying appropriate providers.
Contact appropriate individuals outside the hotel or department as necessary to meet guest requests.
Manage the Brands Navigator program, ensuring all standards are met.
Ensure five-star service is delivered throughout all areas of responsibility.
Ensure team members use initiative and a proactive approach to provide unique and fabulous options for guests.

Requirements

Must have experience in managing guest experience and front desk operations.
Requires strong leadership, influence, and interpersonal skills.
Must be able to develop specific goals and plans to prioritize, organize, and accomplish work.
Requires the ability to provide services that are above and beyond for customer satisfaction and retention.
Must be able to improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Requires the ability to intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
Must be able to set a positive example for guest relations.
Requires the ability to empower employees to provide excellent customer service.
Must be able to observe service behaviors of employees and provide feedback to individuals.
Requires high visibility in public areas during peak times.
Must be able to provide immediate assistance to guests as requested.
Requires the ability to interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Must be able to record guest issues in the guest response tracking system.
Requires the ability to review comment cards and guest satisfaction results with employees.
Must be able to emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
Requires oversight of Concierge/Guest Experience operations to ensure the team take and confirm reservations and cancellations for guest requests for internal and external services.
Must be able to lead the GuestVoice program ensuring all complaints and issues are replied to and follow up with.
Requires proactive engagement with regular guests to ensure their needs are met and exceeded.
Must be able to manage the relationship with Tour Operators & be the point of contact for all new requests.
Requires training the team on all Concierge related tasks, booking restaurant, tours, transport.
Must be able to identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Requires providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Must be able to assist as needed in the interviewing and hiring of employee team members with the appropriate skills.
Requires providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Must be able to analyze information and evaluating results to choose the best solution and solve problems.
Requires informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
Must be able to maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Requires communicating any variations to the established norms to the appropriate department in a timely manner.
Must be able to participate as needed in the investigation of employee and guest accidents.
Requires performing Front Desk duties in high demand times.
Must be able to perform all technical/procedural requirements of the job.
Requires demonstrating understanding of how a department and/or property operates.
Must be able to promote safety and security of co-workers.
Requires actively listening and asking questions of customers to assess the level of satisfaction with the service being provided and to prevent problems from occurring.
Must be able to regularly monitor customer satisfaction and take personal responsibility to ensure it.
Requires proactively demonstrating hospitality in all customer interactions.
Must be able to follow through on customer inquiries.
Requires taking personal responsibility for correcting customer service problems.
Must be able to lead action plans relating opportunities to improve standards and processes.
Requires acting independently to improve and increase skills and knowledge.
Must be able to demonstrate an awareness of personal strengths and areas for improvement.
Requires seeking feedback from others on performance and modifying behavior as appropriate.
Must be able to keep up-to-date on available resources that can help to better serve customers’ needs and to improve organizational performance.
Requires sharing learnings, innovations, and best practices with ambassadors.
Must be willing to learn from others.
Requires giving timely and specific performance feedback to ambassadors.
Must be able to take time to assist ambassadors and to provide specific, detailed follow-up.
Requires considering the impact of personal /departmental actions on other parts of the organization/property.
Must be able to work to meet goals in a manner that does not disadvantage other ambassadors or groups.
Requires soliciting and using other ambassadors’ ideas and opinions to resolve issues.
Must be able to help and support ambassadors in solving problems and accomplishing work objectives.
Requires approaching own work with a sense of urgency and purpose.
Must be able to ensure that desired results are achieved in the most efficient manner while maintaining or improving the quality of service.
Requires allocating time and resources effectively when faced with competing demands.
Must be able to track activities in progress and/or completed activities to ensure stated objectives are accomplished.
Requires trying new approaches to overcome obstacles or to accomplish challenging objectives.
Must be able to anticipate potential obstacles and develop contingency plans to overcome them.
Requires seeking full understanding of new procedures or methods resulting from change.
Must be able to understand and communicate reasons for change.
Requires showing willingness to learn new methods, procedures, techniques, or systems resulting from departmental or organizational-wide change.
Must be able to take action to make changes work rather than only identifying why changes won’t work.
Requires seeing change as an opportunity rather than a problem.
Must be able to lead The Chambers operation like they would lead their own home with visiting guests.
Requires demonstrating commitment to the organization and its vision, mission, and ambassadors.
Must be able to establish measurable and achievable expectations of results.
Requires holding self and other ambassadors accountable for achieving results.
Must be able to make decisions and commit to a course of action with information available.
Requires addressing conflicts in a timely manner.
Must be able to encourage others to share their points of view.
Requires openly and accurately reporting errors, mistakes, and unintended outcomes without rationalizing them.
Must be able to actively listen and respond to ambassadors.
Requires sharing relevant, timely information to help others understand and support business objectives.
Must be able to speak clearly and articulately with individuals and groups.
Requires delivering constructive feedback with sensitivity to others’ feelings.
Must be able to facilitate group discussions.
Requires preparing and delivering presentations tailored to the audience.
Must be able to write memoranda, letters, etc. that are clear and effective with few, if any, spelling or grammatical errors.
Requires maintaining a strong working relationship with all departments.
Must be able to lead team to ensure an unrivalled five-star experience is received for both Barlow House and the Chambers Club Lounge and private butler service facilities.
Requires being attentive to guests requests including arranging outside bookings.
Must be able to conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance to ensure five-star standards are achieved.
Requires sending copy of required reports to all departments on a daily basis.
Must be able to ensure compliance with all policies, standards and procedures.
Requires reviewing staffing levels to ensure that guest service, operational needs and financial objectives are met.
Must be able to create effective rosters to ensure that the Guest Experience team, Chambers and butler service has coverage to meet the business demands depending on occupancy levels and club membership levels.
Requires observing service behaviors of ambassadors and ensuring that all uniformed ambassadors are properly attired and groomed.
Must be able to devise and implement all Guest Experience Executives, Chamber’s Club and Private Butler Standards ensuring all SOP’s and LSOP’s are adhered to at all times.
Requires participating as needed in the investigation of ambassador and guest accidents.
Must be able to understand and comply with loss prevention policies and procedures.
Requires participating and being responsible for staff training within the Chambers Club and Guest Experience team.
Must be able to set a positive example for guest relations.
Requires empowering ambassadors to provide excellent customer service.
Must be able to ensure ambassadors understand expectations and parameters.
Requires maintaining high visibility in public areas during peak times.
Must be able to provide immediate assistance to guests as requested.
Requires being highly interactive with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction.
Must be able to effectively respond to and handle guest problems and complaints.
Requires recording guest issues in the guest response tracking system.
Must be able to track all guest issues from various sources and report results.
Requires identifying trends for resolution.
Must be able to review comment cards and guest satisfaction results with ambassadors.
Requires participating in the development and implementation of corrective action plans.
Must be able to emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
Requires leading GXP Empower, for the wider hotel, ensuring all departments are recording issues and complaints.
Must be responsible for the interviewing and hiring of ambassador team members with the appropriate hospitality skills for the Guest Experience Team.
Requires supporting departmental orientation program for ambassadors to receive the appropriate new hire training to successfully perform their job.
Must be able to ensure ambassadors are cross-trained to support successfully daily operations.
Requires using all available on the job training tools for ambassadors; supervising on-going training initiatives and conducting training when appropriate.
Must be able to communicate performance expectations in accordance with job descriptions for each position.
Requires performing all performance reviews / career discussions with Chambers Club and Guest Experience teams.
Must be able to participate in the ambassador performance appraisal process, providing feedback as needed.
Requires participating in ambassador progressive discipline procedures.
Must be able to ensure hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS).
Requires ensuring that regular on-going communication is happening with ambassadors to create awareness of business objectives and communicate expectations, recognize performance, and produce desired results.
Must be able to celebrate successes and publicly recognize the contributions of team members; ensuring ambassador recognition is taking place on all shifts.
Requires participating in an on-going ambassador recognition program.
Must be able to comprehend budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
Requires leading the management of the department controllable expenses to achieve or exceed budgeted goals.
Must be able to understand the impact of department’s operation on the overall hotel financial goals and objectives and manage to achieve or exceed budgeted goals.
Requires building and maintaining positive relationships with Tour Operators and third party companies such as travel companies.
Must have extensive knowledge of the London, Bar & Restaurant scene, with contacts to build relationships with.
Requires leading the Renaissance Navigator program, and responsible for curating bespoke guides and recommendations for guests.
Must oversee the Concierge/Guest Experience operations to ensure the team take and confirm reservations and cancellations for guest requests for internal and external services.
Requires supplying guests with information regarding property amenities, services, room features, and local areas of interest and activities.
Must respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business centre services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
Requires contacting appropriate individuals outside the hotel or department ambassadors as necessary to meet guest requests.
Must manage the Brands Navigator program ensuring all standards in this are met.
Requires ensuring five star service is delivered throughout all areas of responsibility by ensuring team members use initiative and a proactive approach to ensure that the hotel always gives our guests unique and fabulous options to make the most of their time and their visit, thus making guest experiences in the hotel unique.

Skills

Hospitality
Customer Service
Leadership
Communication
Interpersonal Skills
Problem-Solving
Team Management
Operations Management
Financial Management
Concierge Services
VIP Services
Guest Relations
Human Resources Management
Training and Development
Conflict Resolution
Time Management
Organizational Skills
Change Management
Sales and Marketing (Tour Operators)

Location

London

Work Type

Full-time

Experience Level

Management
Senior Level

About the Company

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences.
Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure.
All Autograph Collection hotels look to attract The Individualist, the brand's target consumer.
The Individualist is someone who uses travel as an opportunity to add to their personal narrative.
In joining Autograph Collection, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

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.