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Assistant Guest Relations Manager
Arora Group
Ensuring outstanding guest relations & VIP services in a 5‑star hotel.
2d ago
Junior (1-3 years), Experienced (8-12 years), Expert & Leadership (13+ years), Intermediate (4-7 years)
Full Time
London, England, United Kingdom
Office Full-Time
Company Size
3,000 Employees
Service Specialisms
Hospitality
Hotel operations
Hotel management
Property construction
Property portfolio asset management
Healthcare workforce solutions
Government contract healthcare services
Support services
Sector Specialisms
Healthcare
Government Healthcare
Defense Health
Aviation
Transportation
Education
Commercial
High-Rise
Role
What you would be doing
vip management
guest feedback
loyalty check-in
satisfaction metrics
lobby oversight
team coaching
- Prepare for VIP arrivals by managing the daily VIP list, allocating suitable rooms, coordinating amenities with Housekeeping and Room Service, and physically checking rooms.
- Handle guest feedback and complaints effectively, providing timely resolutions and compensation where appropriate, ensuring guest satisfaction and loyalty.
- Support loyalty programmes by ensuring proper check-in procedures for IHG Rewards and Ambassador members, tracking loyalty visits, and managing Club Lounge upselling targets.
- Assist in maintaining strong guest satisfaction metrics (e.g. Medallia and TripAdvisor), responding to feedback and ensuring follow-up actions are taken.
- Oversee and ensure a seamless arrival and departure experience for all guests, with proactive lobby management and consistent, brand-aligned service delivery.
- Promote team development by sharing knowledge, coaching Guest Relations Executives (GREs), and ensuring accurate guest profiling and preference recording.
- Collaborate with Reception and Housekeeping to ensure a smooth and cohesive guest experience across departments.
- Maintain regular contact with VIPs and returning guests throughout their stay, ensuring personalised service and offering a warm farewell upon departure.
- Support Guest Relations operations by covering shifts when required, assisting with front desk duties, and managing the lobby team in the absence of the Guest Relations Manager (GRM).
- Uphold high standards of customer service through thorough training, product knowledge, and awareness of local events, while participating in wider hotel operations and duty management as required
What you bring
leadership
5‑star hotel
opera pms
microsoft office
brand standards
communication
- Strong leadership and motivational abilities.
- Proven track record in a similar position within a 5-star hotel.
- Ability to remain calm under pressure.
- Experience of working with brand standards.
- Confidence and professionalism when interacting with high profile guests.
- Proven experience in managing, coaching and developing teams.
- Exceptional attention to detail and drive to maintain high standards.
- Proficiency in Opera PMS and Microsoft Office.
- A smart and professional appearance.
- Strong communication, interpersonal and organisational skills.
- Excellent problem-solving and decision-making skills.
- Excellent standard of English, both written and spoken.
- Employee assistance programme.
- Food and beverage discounts.
- Free limited shuttle service between the hotel and Heathrow Terminal 5 and Egham Station.
- Christmas gifts and employee parties.
- Life assurance scheme.
- Wage stream.
- Complimentary on-site parking is available whilst on duty.
- UK attraction discounts @ Merlin Entertainments.
- Free meals on duty.
- Arora star employee recognition.
- Long service recognition award.
- Discounted employee friends & family rates at Arora Hotels.
- Cycle 2 work scheme.
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
- Committed to delivering high-quality construction and engineering solutions.
- Specializes in large-scale projects across infrastructure, residential, and commercial sectors.
- Operates at the intersection of construction, engineering, and design, emphasizing excellence and innovation.
- Renowned for delivering complex and sustainable projects efficiently.
- Successfully manages major transport networks, residential developments, and energy infrastructure.
- Distinguished for its ability to lead multi-disciplinary teams and complete projects on time and within budget.
- Continuously evolves by integrating cutting-edge technology with deep industry expertise.
- Designing for the future, building for success.
- Our people are family: respect each other’s abilities and qualities; open doors and honest conversations.
- Our guests are treated like royalty: uphold highest quality standards and deliver our best in every moment.
- Our achievements are made possible by ownership: encouraged to push ourselves and explore talents; accountability brings learning and achievement.
5% annually
Greenhouse Gas Emissions Reduction Target
The company aims to reduce its greenhouse gas emissions by 5% each year, demonstrating a commitment to sustainability and climate action.
0 metric tons
Scope 1 Emissions
The company achieved zero Scope 1 emissions in the last calendar year, showcasing significant progress in reducing direct emissions.
- Scope 2 emissions: 5.989661 metric tons CO₂‑e last calendar year.
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