At a Glance
- Tasks: Lead a team to create unforgettable pre-arrival experiences for luxury hotel guests.
- Company: Join the historic Cambridge House, a vibrant new luxury hotel in Mayfair.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on exceptional service and guest satisfaction.
- Why this job: Be part of a reimagined landmark and shape memorable guest experiences.
- Qualifications: Experience in luxury hospitality and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
Company Description: Since 1756, Cambridge House has been the home where the Great and the Glorious gather. The storied Mayfair townhouse reawakens in 2026. The centuries-old landmark, which has welcomed tastemakers and world shapers throughout its rich history, will be the capital’s most magnetic and vibrant gathering place and experience-driven luxury hotel. The imaginative renewal of this historic property at 94 Piccadilly will capture the spirit of London like no other, providing a captivating new Mayfair destination for Londoners and international visitors alike.
Set in the historic building which formerly housed the iconic In and Out military club, the 18th Century Georgian mansion and Grade 1-listed Palladian-style townhouse will be brilliantly reimagined as a 102-room hotel. Preserving its rich heritage while offering a harmonious blend of luxuriously private and vibrant social spaces replete with unique dining destinations and Auberge spa. It will also be home to an exclusive members club set to define the new pulse of modern London life.
Job Description: As the Pre-Arrival Manager for Cambridge House, you will be leading a dedicated team of Itinerary Designers / Guest Relations Executives whilst upholding the highest standards of service and communication. Working closely with Reservations, Concierge, Housekeeping, Food & Beverage, and Butler teams, you will deliver exceptional and memorable stays for our guests that reflect the refinement and elegance of Cambridge House. From the moment a reservation is confirmed through to arrival at the House, the Pre-Arrival Manager is responsible for curating thoughtful, seamless and highly personalised pre-arrival experiences, ensuring every guest feels anticipated, recognised, and genuinely cared for ahead of their stay.
- Proactively oversee and manage all pre-arrival guest engagement, delivering personalised communication via email, telephone and preferred guest channels to ensure a seamless luxury experience prior to arrival.
- Curate bespoke welcome experiences by gathering, maintaining and actioning detailed guest preferences, including dietary requirements, special occasions, travel arrangements, stay purpose and personalised requests within Opera Cloud.
- Manage and maintain guest profiles within Opera Cloud, ensuring all information is accurate and up to date.
- Collaborate closely with Housekeeping, Concierge, Butler, Spa, Food & Beverage and Reservations teams to ensure all guest requirements, room preferences and special requests are executed to the highest luxury standards.
- Conduct detailed guest profiling and research using previous stay history, preferences and guest insights to deliver intuitive, highly personalised service for both first-time and returning guests.
- Handle sensitive guest information with the utmost discretion, maintaining GDPR compliance and operational standards.
- Contribute to daily pre-arrival briefings and prepare reports to align operational teams on upcoming arrivals and priorities.
- Coordinate room inspections, suite spot checks and operational readiness to ensure presentation, amenities and service standards consistently reflect the House’s luxury positioning.
- Support the House’s upselling strategy through thoughtful recommendations of accommodations, dining venues, wellness offerings and curated local experiences during pre-arrival engagement.
- Champion intuitive and personalised service delivery that enhances guest satisfaction, strengthens loyalty and positively contributes to overall NPS performance.
- Contribute to the development, implementation, and continuous improvement of pre-arrival standard operating procedures, service standards, and quality assurance processes through regular audits and ongoing service enhancement initiatives.
Qualifications: Previous managerial experience within a luxury hospitality environment, ideally in Guest Experience, Guest Relations or Front Office. Strong knowledge of Opera Cloud or similar PMS. Proven experience managing high-profile clientele. Excellent communication and interpersonal skills, both written and verbal, with a polished and engaging manner. Strong understanding of the London market. Collaborative leadership style with the ability to build strong cross-departmental relationships. Flexible availability, including weekends and public holidays.
Additional Information: Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.
Pre-Arrival Manager / Guest Relations Manager employer: Cambridge House, Auberge Collection
Cambridge House is an exceptional employer, offering a unique opportunity to be part of a historic and luxurious hotel set in the heart of Mayfair. With a commitment to excellence, employees benefit from a collaborative work culture that prioritises personal growth and development, alongside competitive remuneration and perks. The chance to curate unforgettable experiences for guests in a beautifully reimagined landmark makes this role not just a job, but a meaningful career in hospitality.
Contact Details:
Cambridge House, Auberge Collection Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Pre-Arrival Manager / Guest Relations Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry, especially those who have experience with luxury hotels. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your personality! When you get the chance for an interview or a casual meet-up, let your passion for guest relations shine through. Share stories that highlight your experience and how you create memorable stays for guests.
✨Tip Number 3
Research is key! Dive deep into Cambridge House’s history and values. Knowing the ins and outs of the hotel will help you tailor your conversations and show that you’re genuinely interested in being part of their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Cambridge House family and ready to contribute to its legacy.
We think you need these skills to ace Pre-Arrival Manager / Guest Relations Manager
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and share a bit about your passion for guest relations and luxury hospitality.
Tailor Your Application:Make sure to customise your application for the Pre-Arrival Manager role. Highlight your relevant experience in managing guest relations and any specific skills that align with our values at Cambridge House. We love seeing how you can contribute to our unique atmosphere!
Be Detail-Oriented:Attention to detail is key in this role, so make sure your application reflects that! Double-check for any typos or errors, and ensure all your information is accurate. This shows us you care about the little things, just like we do for our guests.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Cambridge House and what we stand for!
How to prepare for a job interview at Cambridge House, Auberge Collection
✨Know Your Guests
Before the interview, research Cambridge House and its unique offerings. Understand the type of guests they attract and their expectations for luxury service. This knowledge will help you demonstrate how you can enhance guest experiences and align with the hotel's values.
✨Showcase Your Communication Skills
As a Pre-Arrival Manager, communication is key. Prepare to discuss your previous experiences in managing guest relations and how you’ve effectively communicated with various teams. Use specific examples to illustrate your ability to deliver personalised service and maintain high standards.
✨Highlight Your Leadership Style
Be ready to talk about your managerial experience and how you lead teams in a luxury environment. Discuss your collaborative approach and how you build strong relationships across departments. This will show that you can effectively manage the diverse teams at Cambridge House.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle high-profile clientele. Think of examples where you’ve successfully curated bespoke experiences or resolved guest issues, showcasing your attention to detail and commitment to excellence.
