Guest Relations Manager

At RBH we believe our people are our biggest assets…

At RBH, we understand the value of putting our people first.
Our approach to diversity in the workplace, health & wellbeing,
sustainability, and individuality sets us apart from our competitors and is one
of the reasons we are proudly recognised as one of the Top 30 Best Places to
Work in Hospitality.

At RBH, we don’t just offer jobs. We offer opportunities to
grow, succeed, and be part of a team that is passionate about creating
exceptional guest experiences. Join us and discover why our people truly are at
the heart of everything we do.

We are now looking for an exceptional Guest Service Manager
to join the team at Hyatt Place London City East.

This is an exciting opportunity for a guest-focused
hospitality professional who thrives on creating memorable experiences,
developing high-performing teams, and delivering operational excellence.
Working as a key member of the Front Office leadership team, you will play a
vital role in ensuring every guest receives outstanding service from arrival
through to departure.

OUR HOTEL

Located in the heart of East London, Hyatt Place London City
East is a contemporary lifestyle hotel featuring 280 stylish guest rooms and
suites, modern meeting and event facilities, and one of the capital's most
exciting rooftop destinations, PocketSquare Skyline Bar & Terrace.

Perfectly positioned between the City of London, Shoreditch,
and Brick Lane, the hotel attracts a diverse mix of business and leisure
travellers from across the globe. As part of the world-renowned Hyatt brand and
managed by RBH Hospitality Management, we are committed to delivering
exceptional guest experiences whilst creating an environment where our people
can thrive and grow.

THE ROLE

As Guest Service Manager, you will be responsible for
supporting the day-to-day operation of the Front Office department, ensuring
that every guest receives a seamless, personalised and memorable experience.

You will lead by example, supporting the Front Office
Manager in delivering exceptional service standards, driving guest
satisfaction, developing colleagues and maintaining operational excellence
throughout the guest journey.

This is a fantastic opportunity for an experienced Front
Office Supervisor, Duty Manager or Guest Services professional looking to take
the next step in their hospitality career.

A DAY IN THE LIFE OF A GUEST SERVICE MANAGER

Delivering Exceptional Guest Experiences

Lead the Front Office team to deliver outstanding guest
service at every touchpoint.

Ensure check-in and check-out procedures are delivered
efficiently and in line with brand standards.

Personally engage with guests to create memorable and
personalised experiences.

Ensure VIP and returning guests receive appropriate
recognition and tailored service throughout their stay.

Review daily arrivals and ensure all guest preferences,
requests, and amenities are organised and delivered.

Resolve guest feedback, concerns, and complaints
professionally, ensuring positive outcomes.

Leading and Developing the Team

Support, coach, and motivate front office colleagues to
achieve exceptional standards.

Conduct daily briefings and regular team communications.

Deliver ongoing training and development to keep teams
focused on guest service excellence.

Conduct regular performance conversations and provide
constructive feedback.

Foster a culture of engagement, recognition, and continuous
improvement.

Support recruitment, onboarding, and colleague development
initiatives.

Driving Operational Excellence

Ensure all Front Office procedures, systems, and cash
handling processes are completed accurately and in line with company policies.

Work closely with the Front Office Manager to optimise room
allocations and maximise guest satisfaction.

Monitor guest feedback and identify opportunities for
service improvement.

Ensure all brand standards and operational procedures are
consistently maintained.

Collaborate with Housekeeping, Maintenance, Food &
Beverage, and other departments to ensure seamless guest experiences.

Health, Safety & Compliance

Maintain compliance with all hotel policies, health and
safety procedures, and security standards.

Promote safe working practices throughout the department.

Ensure operational controls and hotel assets are protected
at all times.

Support compliance with Hyatt and RBH brand standards.

THE IMPACT YOU’LL HAVE

You will be at the heart of the guest experience, ensuring
every stay exceeds expectations. Your leadership, attention to detail, and
passion for service will help drive guest satisfaction, colleague engagement,
and the overall success of the hotel.

Through your ability to motivate others and create memorable
guest interactions, you will help strengthen Hyatt Place London City East's
reputation as one of East London's most exciting hospitality destinations.

WHAT WE NEED FROM YOU

To succeed in the role of Guest Service Manager, you will
bring:

Previous experience within a Front Office, Guest Services,
or Duty Management role.

A passion for delivering exceptional guest experiences.

Strong leadership and people management skills.

Excellent communication and interpersonal abilities.

Experience handling guest feedback and resolving issues
effectively.

Strong organisational skills with excellent attention to
detail.

A proactive and positive approach to problem-solving.

The ability to work effectively in a fast-paced environment.

Knowledge of hotel systems and Front Office operations.

Flexibility to work shifts, including evenings, weekends,
and holidays.

WHY YOU’LL LOVE THIS ROLE

This is the perfect opportunity for someone looking to
develop their hospitality leadership career within a globally recognised brand.

You’ll gain exposure to a busy city-centre operation, work
with a talented team, and play a key role in creating memorable guest
experiences whilst developing your leadership skills in a supportive and
ambitious environment.

WHAT WE OFFER

You will have access to a benefits package we believe truly
works for our people:

Competitive salary.

Discounted hotel room rates for you and your friends &
family.

Pension scheme.

Enhanced family-friendly benefits.

Employee Assistance Programme.

Wagestream – choose how and when you get paid.

Meals on duty.

Learning and development opportunities.

Career progression opportunities across RBH's growing
portfolio.

Social and wellbeing events throughout the year.

…and much more.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer.
We believe in hiring a diverse workforce and sustaining an inclusive,
people-first culture. If at any point throughout our recruitment process you
require reasonable adjustments, please let us know.