About The Lanesborough
The Lanesborough is one of London’s most distinguished luxury hotels, occupying a neoclassical landmark at Hyde Park Corner and welcoming guests since 1991. Renowned for its Regency-inspired interiors, dedicated butler service and refined dining, the hotel combines British heritage with highly personalised hospitality. As an employer, it brings together professionals across accommodation, culinary arts, wellness and guest services, united by discretion, precision and an intuitive understanding of individual preferences. Its exacting service culture offers a distinctive setting for those who value craftsmanship, collaborative excellence and the art of creating memorable experiences for an international clientele.
The Lanesborough is seeking a Guest Relations Manager to support the Front Office Manager and Executive Head of Rooms Divisions, lead guest recognition and service recovery, manage VIP and corporate relationships, and coordinate arrivals across hotel departments. The role also includes Hotel Duty Manager responsibilities as required and requires previous experience in a similar role at a five-star establishment, with luxury London market experience preferred.
Role & Responsibilities
- Support the Front Office Manager and Executive Head of Rooms Divisions in establishing and maintaining marketing objectives, operating criteria, programming, budgeting, VIP guest relations, associate relations and staff training.
- Create a friendly, pleasant environment for guests, keeping guest recognition at the forefront of service.
- Act as The Lanesborough’s ambassador and contact for business, embassies and corporate accounts.
- Handle guest enquiries and complaints courteously and effectively, resolving issues to guests’ full satisfaction.
- Anticipate arrivals and prepare the hotel for guests’ stays, liaising with Butlers, Housekeeping, Front Office and Food & Beverage Heads of Department.
- Deliver exceptional guest service while maximizing room revenue, productivity and team development.
- Assume the responsibilities of Hotel Duty Manager as required.
Qualifications
- Previous experience in a similar role in a five-star establishment is essential; experience in the luxury London market is preferred.
- Knowledge of driving standards, with acute attention to detail and the delivery of business strategies.
- Good verbal and written communication skills, including complaint handling and resolution.
- Immaculate grooming standards.
- Availability, flexibility and willingness to work a 24-hour roster when required.
- Extensive knowledge of the Opera system is essential.
- Must be eligible to live and work in the UK, with documented evidence of eligibility required during recruitment.
Skills
Experience
Previous experience in a similar role in a five-star establishment is essential; experience in the luxury London market is preferred.
Workplace
This position is based in London, England, UK.
Explore jobs in England or in the UK.
Benefits
Season ticket loan; enhanced pension scheme; life insurance; complimentary dry cleaning; safety shoes; retail discounts around Victoria, Westminster, Whitehall and the Northbank area; complimentary meals on duty; Cycle to Work scheme; flu vaccinations; discounted chiropodist and massage treatments; sustainability initiatives; social and sports activities; Employee Assistance Programme; internal transfer and promotion opportunities; cross-departmental exposure; training with industry-leading providers; internal learning gateway; free access to an e-learning platform offering job-specific training and personal development courses; subsidised professional qualifications and certified training programmes; financial incentives through the Recommend-A-Friend scheme; award programmes with prizes; long-service awards; preferential room rates at The Lanesborough for the employee and their family; 50% discount on food and beverage and Club & Spa treatments; social events; celebrations of personal milestones; retirement parties. Terms and conditions apply to all benefits.
Culture
The Lanesborough’s workplace culture is rooted in the traditions of British hospitality, with an emphasis on discretion, meticulous attention to detail and highly personalised service. Within its distinguished London setting, collaboration across hotel teams and pride in professional craftsmanship underpin the seamless guest experience, reflecting an environment where exacting standards and thoughtful human connections go hand in hand.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.