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- Tasks: Lead the Reception team to create unforgettable guest experiences in a luxury hotel.
- Company: Seaham Hall, a prestigious 5-star boutique hotel on the stunning Durham coast.
- Benefits: Structured development programme, mentorship, meals on duty, wellness benefits, and staff discounts.
- Why this job: Join a dynamic team and elevate your career in luxury hospitality.
- Qualifications: Experience in hotel reception, strong leadership skills, and a passion for guest service.
- Other info: Opportunity for career growth in a supportive and collaborative environment.
The predicted salary is between 30000 - 40000 £ per year.
Department: Front Office/Reservations and Reception
Reports To: General Manager / Operations Manager
Location: Seaham Hall Hotel
Salary: To be discussed at interview
Contract Type: Full-time, Permanent, Shift-Work
About Seaham Hall
Seaham Hall is a luxurious 5-star boutique hotel on the Durham coast, renowned for its rich history, elegant interiors, and exceptional guest service. We pride ourselves on creating warm, memorable experiences for every guest, from the moment they arrive to the moment they leave.
Position Summary
We are seeking a dynamic and service-focused Guests Relation Manager to lead and inspire our Reception and Reservations team. This pivotal role is ideal for a hospitality professional ready to take full operational and strategic control of the front office in a luxury setting. The successful candidate will undergo a comprehensive 6-month management development program focused on leadership, guest experience, departmental strategy, and team development.
Key Responsibilities
- Guest Experience & Operations
- Lead the Reception and Reservations to deliver a seamless and personalised guest journey, from pre-arrival, check-in to check-out.
- Handle guest feedback and complaints with professionalism, focusing on service recovery and long-term improvement.
- Oversee VIP guest preparation and delivery, ensuring exceptional standards.
- Monitor and improve guest satisfaction via feedback, reviews, and service analysis.
- Team Leadership
- Manage, motivate, and develop the Reception and Reservations team through regular 1:1s, appraisals, and ongoing coaching.
- Plan and deliver team meetings and ensure clear communication across shifts.
- Lead performance management including probation reviews, training plans, and career development.
- Departmental Management
- Oversee daily operations of the reception desk and reservations ensuring SOP compliance, consistency, and efficiency.
- Manage departmental rota, payroll submissions, and forecasting with attention to cost control.
- Maintain accurate records of financial and shift reconciliations.
- Strategic Input
- Contribute to broader hotel strategy through active HOD participation.
- Set departmental goals aligned with guest satisfaction, team development, and revenue targets.
- Work with Assistant Financial Controller to support rate strategies and drive upselling performance.
- Work closely with the Operations Manager to ensure seamless coordination between reservations, front-of-house operations, staffing, and daily service delivery.
- Cross-Departmental Collaboration
- Build strong working relationships with Housekeeping, F&B, Spa, and Maintenance to ensure joined-up service delivery.
- Participate in Duty Management rota, acting as the hotel’s senior representative when required.
Candidate Profile
Essential:
- Proven experience in a hotel reception or front office supervisory/assistant manager role, preferably in a 4 or 5-star environment.
- Excellent communication and leadership skills.
- Strong understanding of PMS Opera, reservations systems, and guest service standards.
- Flexible, calm under pressure, and passionate about delivering luxury hospitality.
- Keen interest in leadership development and coaching.
Desirable:
- Prior exposure to departmental forecasting, cost control, and basic revenue management.
- Experience leading or training small teams.
- Conflict resolution and guest complaint training.
What We Offer
- A structured 6-month onboarding and development program designed for long-term career success.
- Bi-weekly mentorship and monthly milestone reviews.
- Access to internal and external leadership training.
- Meals on duty, wellness benefits, staff discounts, and more.
- A chance to grow your career in one of the North East’s most prestigious hospitality environments.
Guest Relations Manager - Seaham Hall - Hotel Reception employer: Seaham Hall
Contact Detail:
Seaham Hall Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager - Seaham Hall - Hotel Reception
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry, especially those who have worked at luxury hotels. They might have insider info on openings or even put in a good word for you.
✨Tip Number 2
Show off your personality! When you get that interview, let your passion for guest relations shine through. Share stories about how you've turned a guest's experience around – it’s all about making that personal connection.
✨Tip Number 3
Research Seaham Hall! Familiarise yourself with their values and guest service standards. This will help you tailor your responses during the interview and show that you're genuinely interested in being part of their team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Guest Relations Manager - Seaham Hall - Hotel Reception
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for the hospitality industry shine through. Share specific experiences that highlight your commitment to exceptional guest service and how you’ve gone above and beyond in previous roles.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the Guests Relation Manager position. Highlight relevant skills and experiences that align with the job description, especially your leadership abilities and experience in a luxury setting.
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate well-structured applications that get straight to the heart of your qualifications and experiences.
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 this exciting opportunity at Seaham Hall. Don’t miss out!
How to prepare for a job interview at Seaham Hall
✨Know Your Guest Experience
Before the interview, dive deep into what makes Seaham Hall special. Familiarise yourself with their guest experience philosophy and think about how you can enhance it. Be ready to share your ideas on creating memorable moments for guests.
✨Showcase Your Leadership Skills
As a potential Guests Relation Manager, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've motivated teams in the past, handled conflicts, or improved service standards. This will show that you're ready to inspire the Reception and Reservations team.
✨Understand the Operations
Brush up on your knowledge of hotel operations, especially around front office management and reservations systems like PMS Opera. Being able to discuss operational strategies and how you would ensure efficiency will impress the interviewers.
✨Prepare for Scenario Questions
Expect questions about handling guest complaints or improving guest satisfaction. Think of specific scenarios from your past experiences where you successfully resolved issues or enhanced service. This will highlight your problem-solving skills and commitment to luxury hospitality.