Guest Relation Manager

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

• 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