Guest Relations Manager, Fraser Suites

Frasers Hospitality, a member of Frasers Property Group, is a global hospitality leader. As the world’s leading brand in serviced apartments and hotel residences, we deliver gold standard hospitality in cities across Asia, Australia, Europe, the Middle East and Africa.

What you’ll be doing as a Guest Relations Manager:

• To maintain levels of service that consistently exceeds the expectations of our guests and ensure we are giving positive memorable experiences for our guests.
• Provide leadership and support to all members of the Front Office team, ensuring they are equipped to fulfil their duties whilst being the Management representative during these hours.
• To build a culture of feedback sharing and improvements with all teams.
• To understand the importance of music, lighting, temperature, flowers, cleanliness and language in the department to ensure the correct ambience is maintained at all times.
• To ensure all Front office meets targets.
• To support the Front of House Manager in achieving all set targets and budgets through the year.
• To ensure billing and control of revenues are maintained at all times.
• To explore all sales opportunities through up‑selling techniques and working with our Senior Sales Manager.

What you need:

• You have proven experience in a similar role.
• Excellent attention to detail and time management skills.
• You are an enthusiastic individual with a passion for customer service.
• You enjoy working as part of a team who all share the same passion – to create memories that our guests will remember.
• You would like to build upon your leadership and team management skills.
• To ensure effective daily communication with Front of House, Maintenance and Housekeeping along with the senior Management Team.
• You have a hands‑on attitude with attention to detail and experience in working in the Front Office Department.
• If you are an excellent communicator and problem solver this role will help you develop these skills further, bridging communication between customer and management.

To prioritise and elevate the guest ‘customer’ experience across all levels of the hotel. You’ll be responsible for ensuring all staff are offering world class service to our guests and maintaining the ‘Frasers Standard’ across all departments in the property.

In addition to competitive rates of pay we offer:

• Heavily discounted Staff & Friends and Family Rates at Frasers Hospitality.
• Fully funded Apprenticeship programmes that support you in developing your career.
• High Street Discounts on a range of high street shops, experiences, holidays and much more.
• Cycle to work scheme – save up to 40% on a wide range of bikes.
• Healthcare Cash Plans - dental, optical, medical and more available from £5 per month.
• Referral schemes that pay up to £1500.
• Uniforms are provided.
• Wellness & National Campaign Days which promotes and encourages different activities throughout the year.
• Employee Assistance Programme – free, confidential advice available 24/7 to you and your family.
• Additional day off for your birthday.

Our Sustainability Goals:

• 100% of our electricity is generated using renewable energy.
• We recycle, have removed single use plastic from our day‑to‑day operation.
• We have moved to a chemical free cleaning system in our properties with an enzyme based eco‑friendly system for apartment kitchens.
• Volunteer to work for sustainable charities 2 days per year on full pay instead of your normal workplace.

Frasers Hospitality is an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.