Guest Relations Manager

Overview

Manager serves as the hotel's most visible ambassador, ensuring every guest feels recognised, valued, and personally cared for. Through anticipatory service, impeccable attention to detail, and seamless coordination across departments, this role elevates each stay into a memorable Fairmont moment.

• Deliver an elegant, personalised welcome for every guest, ensuring a flawless first impression
• Oversee the entire guest journey, from pre-arrival planning to post-stay follow-up
• Manage VIP, repeat, and special-attention guests, ensuring bespoke touches and curated experiences
• Maintain a strong, polished presence in the lobby, acting as the primary point of contact for guest needs
• Lead, inspire, and develop the Guest Relations team to uphold Fairmont's luxury service standards
• Resolve guest concerns with discretion, confidence, and a commitment to exceptional service recovery
• Collaborate closely with Front Office, Housekeeping, Spa, F&B, and Events to ensure seamless communication and guest satisfaction
• Monitor guest feedback channels and support continuous improvement initiatives
• Maintain detailed guest profiles and preferences to deliver highly personalised service
• Support the management of arrivals, departures, and lobby flow during peak periods
• Coordinate special occasions, celebrations, and bespoke in-house experiences
• Conduct daily briefings to share VIP updates, guest preferences, and operational priorities
• Ensure all guest interactions reflect Fairmont's brand values, tone, and luxury positioning
• Maintain accurate records of guest incidents, preferences, and follow-up actions
• Support training initiatives to elevate service culture across all guest-facing departments
• Uphold all health, safety, and security procedures in line with UK legislation and Fairmont standards
• Represent the hotel with grace, confidence, and a guest-first mindset at all times

• Minimum 2 years' experience in Guest Relations, Front Office, or luxury hospitality
• Experience managing VIPs, high-profile guests, or luxury clientele
• Knowledge of hotel systems such as Opera PMS desirable
• Strong service-recovery and problem-resolution skills
• Excellent organisational ability and meticulous attention to detail
• Understanding of UK hospitality standards, health & safety, and GDPR requirements
• Additional languages advantageous for an international luxury clientele

Location:

On-site in Knutsford, Cheshire, North-West England (not remote) Fairmont Cheshire, The Mere is one of the North West's most distinguished luxury destinations. Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont's world-renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities.

Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5-star luxury hospitality.

Your purpose will be:
To curate an exceptional and effortlessly luxurious guest experience that reflects the heritage, elegance, and service philosophy of Fairmont Hotels & Resorts. The Guest Relations hospitality

Previous supervisory or managerial experience in a guest-facing environment

Exceptional communication and interpersonal skills with a refined, polished presence

Experience managing VIPs, high-profile guests, or luxury clientele

Knowledge of hotel systems such as Opera PMS desirable

Strong service-recovery and problem-resolution skills

Excellent organisational ability and meticulous attention to detail

Understanding of UK hospitality standards, health & safety, and GDPR requirements

Additional languages advantageous for an international luxury clientele

What is in it for you?

• Exclusive Discounts:
  Fairmont Cheshire, The Mere, Spa and Golf discount
• Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
• 20% off food and beverage in on-site restaurants
• Colleague restaurant being part of The Mere Team
• Training and development opportunities
• Competitive salary and benefits, including pension
• 28 days of holiday including public holidays
• 1-5 days service award based on length of service
• Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• Opportunity to work with a team of extraordinary people

Job-Category:
Rooms

Job Type: Permanent

Job Schedule:

Full-Time