Guest Relations Manager - London

Guest Relations Manager - Shangri-La Hotel, At The Shard, London

We are very excited to be commencing the search for a Guest Relations Manager to join our Front of House team.  In collaboration with the Front Office Manager, and supported by the Executive Assistant Manager – Rooms, the Service Manager – Guest Relations, champions personalisation of all guest interactions through key touch points to ensure memorable experiences are created. The Guest Relations Manager supervises the Guest Service Supervisors and Guest Relations Officers.

With the team of Guest Relations Officers, the Guest Relations team ensures that suite paying guest’s, long stay and highlighted VIP’s, Golden Circle Jade & Diamond members, return guest’s and our special occasion guests are treated as individuals, receiving tailored experiences at Shangri-La Hotel, at The Shard, London. This is achieved through close collaboration with our Customer Sales, Front of House, Back of House and Food & Beverage teams.

Furthermore, the Guest Relations Manager ensures that the Guest Service Supervisors based at the ground floor lobby are managing the hotel arrival and departure experience whilst ensuring the safety and security of guest’s and colleagues. Through communication between the ground floor and level 35 teams’ recognition and personalization will be achieved for all of our valued customers.

By taking leadership of the guest experience through preparation, planning and execution of the hotel’s strategies the Guest Relations Manager ensures that each and every guest is reached in an individual way. Additionally, should any guest require follow up after an unforeseen event, the Guest Relations team will proactively rectify the situation to ensure maximum satisfaction and complete recovery prior to departure.

The salary for this position is very competitive whilst also providing an array of other great benefits that you would expect from an International hotel group including:  free meals from our colleague restaurant whilst on duty, free dry cleaning of your business attire, discounted stays at all Shangri-La properties around the world, private enhanced pension scheme, private health care, child care vouchers, really fun social events, discounted prices on most outlets in the London Bridge Area, and up to 50% discount at

Shangri-La food and beverage outlets in the Shard.