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

Guest Relation Manager

About the role