Guest Relations Manager, Pre-Opening - The St. Regis London

Job description

About the Hotel

Coming soon to the heart of Mayfair, The St. Regis London marks the brand’s prestigious debut in the United Kingdom. This is a destination where history and modernity meet, where the energy of the city is palpable, and where every arrival feels personal. With signature butler service, refined interiors by Richmond International, and an unmatched Bond Street address, The St. Regis London embodies ‘Live Exquisite’ — a celebration of London’s pioneering and glamorous lifestyle for the Luminaries of the world.

The Opportunity

We are seeking a poised and guest-centric Guest Relations Manager to lead the delivery of exceptional service across the property. This is a pivotal role for a hospitality professional with a minimum of three years’ experience in guest relations, who is attuned to the nuances of luxury service and committed to creating unforgettable moments. You will oversee lobby operations, manage service recovery, and act as a trusted liaison between guests and hotel departments. With a refined approach and intuitive leadership, you will elevate every touchpoint of the guest journey.

Key Responsibilities

·  Lead daily guest relations operations, ensuring seamless and personalized service
·  Manage the flow of guest inquiries and direct guests throughout the property with confidence and elegance
·  Support the resolution of service issues and ensure timely, thoughtful follow-up
·  Maintain high visibility in public areas during peak periods to anticipate guest needs
·  Implement and communicate guest recognition and loyalty programs
·  Conduct regular property inspections for appearance, safety, and staffing
·  Ensure compliance with brand standards, policies, and emergency protocols
·  Record and track guest feedback, comment cards, and satisfaction metrics
·  Empower and coach team members to deliver anticipatory and intuitive service
·  Handle guest complaints with diplomacy and resolve issues promptly
·  Collaborate with all departments to support property operations and guest satisfaction
·  Perform front desk duties during high-demand periods

What We’re Looking For

We are looking for a confident and emotionally intelligent leader who embodies the spirit of luxury hospitality. You should bring elegance, precision, and a deep understanding of guest service excellence.

You should have:

·  Minimum 3 to 5 years of experience in guest relations or front-of-house leadership roles
·  Strong interpersonal and communication skills
·  Proven ability to lead, coach, and inspire a team
·  Calm and composed in high-pressure guest-facing situations
·  Knowledge of hotel operations, safety protocols, and service recovery best practices
·  Passion for creating memorable guest experiences in a luxury setting

Why Join Us

·  Be part of a historic opening and a globally renowned luxury brand
·  Lead a flagship guest relations team in one of London’s most iconic locations
·  Enjoy competitive compensation, benefits, and career development opportunities
·  Shape the future of luxury hospitality in the UK

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.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, 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.