Assistant Guest Relations Manager

Job description

Assistant Guest Relations Manager – Front Office

About us

Hyatt Regency London – The Churchill is conveniently tucked away in upmarket Marylebone, located in the heart of London's West End, featuring views over the charming gardens of Portman Square. With 440 sophisticated guestrooms including 50 suites, many which have been recently refurbished, plus 11 distinctive meeting spaces, the hotel offers a full range of services tailored to serve the needs of business and leisure travellers alike. Dining options include seasonal British dishes at The Montagu, snacks and cocktails at award-winning Churchill Bar & Terrace or Michelin-starred Italian fine-dining at Locanda Locatelli.

Desired profile

Qualifications :

About you

The Guest Personalisation Team is responsible for managing and coordinates the arrival and departure experience of our guests creating a personalised stay guest experience. The Team cooperates closely with all the other departments within the hotel and ensure that all guests' preferences are noted in order to provide an overall stay that reflects their particular needs. In addition, the Guest Personalisation Team will look for ways in which guests' arrival, stay and departure experience can be enhanced.

As Assistant Guest Relations Manager you will be responsible for all duties of the guest relations and Regency Club which includes: staff training, inter-department communications, and staff scheduling. Some of the key processes include but are not limited to:

·  Manage the team in line with business needs and guest expectations
·  Ensure all operations and cash handling at the Regency Club are done per policies and procedures
·  Ensure that check in / check out standards are adhered to as well as all F&B standards are maintained in the lounge
·  Analyze, investigate, and resolve guest complaints
·  Review the arrival lists and organize the amenities and ensure that special requests are honored whenever possible.
·  Work with the Front Office Manager to optimize our room allocations
·  Analyze our Medallia results to identify possible areas for improvements
·  Ensure that regular guests are recognized and that their preferences are honored

You have experience in a similar role, preferably in a 5* environment. Excellent communication skills and the ability to remain calm whilst working under pressure are key for this role.

With your intuition and dedication to people, you are always striving to deliver a great service for our guests. If you are a motivated with experience in Hotels or premium restaurants, who likes a challenge, we would love to meet you.

Being part of Hyatt Regency London – The Churchill also means, joining the Hyatt family which has over 679 hotels in over 54 different countries, also recognised as a UK Great Place to Work Company !

What is in it for you?




Continuous learning and development is paramount to us. As such, we pride ourselves on developing and supporting all our colleagues. You will have access to various learning opportunities both online and in our dedicated training room.

·  12 free nights per year of service across Hyatt Hotels worldwide
·  Employee and Friends & Family rates across Hyatt Hotels worldwide
·  Discounts of up to 50% in our Hyatt UK restaurants & bars
·  Uniform provided and laundered complimentary
·  Complimentary meals on duty
·  Refer a friend bonus £500 per colleague introduced
·  Cycle 2 work scheme
·  Busy social calendar including annual summer & Christmas celebrations
·  Workplace pension scheme
·  Annual season ticket loan
·  Team member & performance rewards system redeemable in various forms complimentary such as gift cards

Are you ready for a dynamic environment where you can truly shine?

Please be sure to be eligible to work and live in the UK before applying.