Guest Relations Manager

Our Guest Relations team are a constant warm presence around the operation and are the faces of outstanding hospitality for our VIPs during their visit or stay.

As Guest Relations Manager, you will lead the small but mighty team that anticipates VIP’s needs and collaborates with all departments to provide a tailored experience perfect for that guest.

What’s the role?

About The Ned: The Ned and Ned’s Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time. The Ned launched in 2017 in the heart of the City, in the former Midland Bank headquarters. The Ned City of London houses Ned’s Club - a private members’ space, gym and rooftop - alongside a public spa, a whole floor of event spaces, ten restaurants and bars and 250 hotel bedrooms.

Reporting into the Front Office Manager and as the leader of the Guest Relations Team you will:

• Oversee the day-to-day guest relations operation, leading your team to be the ambassadors of outstanding hospitality for our VIPs.
• Be the guardian of outstanding hospitality at The Ned, whether that is coaching and guiding the team to deliver memorable experiences every time, or tackling glitches and complaints head on to find a solution for the guest.
• Support with all people leadership tasks - including team recruitment, development and performance chats, onboarding new starters.
• Closely monitor commercial performance, supporting your Head of Department by providing direction and making decisions where needed to protect and drive profitability.
• Collaborate with all other relevant departments to provide a seamless experience for every VIP.
• Build rapport with regular guests over time, learning their preferences and what makes for an amazing experience.

What The Ned can give you:

• Salary of up to £40,000 per year, including service charge.
• Complimentary meals in our friendly team restaurant, Neddy’s.
• Exclusive rates at The Ned for staying and eating for you, your family and friends.
• Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping and cinema discounts.
• Your birthday off, after a year of service and more holiday after five years of service.
• Paid volunteer day.
• Refer a friend scheme.
• Regular social events, including an annual pool party.
• Employee assistance program – 24/7 advice and support.
• Reward and recognition initiatives.

What you can bring to the role:

• Previous leadership experience with a proven track record of delivering outstanding guest experiences and people management.
• An organised and detailed manner is non-negotiable, able to manage multiple priorities and a busy operation at the same time.
• A commercial mindset is needed in all our leaders.
• A calm demeanour and a genuine passion for providing exceptional hospitality is essential.
• A desire to learn and progress is preferred, but not essential.

At The Ned, we don’t just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programme is central to making that vision a reality.

Please let us know of any specific needs you may have during your interview. All candidates must have the right to work in the UK to be considered for this role. Apply today and join us as a Reception Manager.