Guest Relations Manager

Senior Guest Relations Manager At Park Plaza, we believe in providing a hotel experience that is tailored to the individual and their needs. As our Senior Guest Relations Manager, you will play a pivotal role in shaping and elevating the guest experience. You will ensure the Guest Relations team consistently delivers service that goes beyond expectations, while maintaining and strengthening relationships with our VIPs, Radisson Rewards members and regular guests. You will also act as a key leader within the Front of House team, driving service standards, supporting service recovery, and embedding a culture of continuous improvement across the department. As a Senior Guest Relations Manager, you will receive: Heavily discounted hotel rates in Europe (extends to the Radisson Hotel Group and family & friends) F&B discounts at our restaurants and bars (for your whole party) Two wellness days per year, meaning all team members start with 30 days of holiday per year – including bank holidays, increasing with years of service! Two free meals per day including days off if you wish to come i­n! Recommend a friend scheme – up to £750 Vitality at work scheme with great gym discounts & more Ride to Work scheme & free cycling lessons Benefit Hub – Discounted prices at hundreds of stores, supermarkets, major retailers, attractions, restaurants, and cinemas. Annual Staff parties and events Company pension plan & award-winning training We are looking for a Senior Guest Relations Manager who will: Lead the Guest Relations team day-to-day, ensuring exceptional service delivery aligned with Park Plaza Brand Standards Act as a senior point of contact for VIPs and key guests, managing complex requests and service recovery with confidence and professionalism Work closely with Front of House leadership and wider hotel teams to deliver strong guest satisfaction, colleague engagement and commercial performance Support wider departmental management including recruitment, rota planning, training, performance management and succession planning Act as part of the wider management team, contributing to operational and strategic decisions and supporting duty management responsibilities where required Drive upselling opportunities and promote hotel services, amenities and loyalty programmes Ensure compliance with company policies, procedures and health & safety regulations Renowned for creating memorable moments, Park Plaza caters to both leisure and business travellers with stylish guest rooms and versatile meeting facilities which are perfectly complemented by award-winning restaurants and bars.