Guest Relations Manager

Guest Relations Manager

St Pancras London Autograph Collection | Autograph Collection Hotels

At the heart of one of London's most recognised landmarks, St Pancras London Autograph Collection offers a distinctive blend of architectural grandeur, contemporary luxury and exceptional hospitality. As part of Autograph Collection Hotels, we celebrate individuality, crafting experiences that are thoughtfully designed, deeply personal and reflective of our extraordinary setting.

Welcoming guests from around the world, St Pancras is more than a hotel. It is a destination renowned for its heritage, vibrant energy and commitment to remarkable service. We are seeking a dynamic and inspiring Guest Relations Manager to lead our Guest Experience function and help shape unforgettable moments for every guest who walks through our doors.

About the Role

As Guest Relations Manager, you will be responsible for the experience of all hotel guests through the planning and delivery of exceptional hospitality and service. Reporting as a key leader within the Rooms Division, you will oversee our Guest Experience operation, including Concierge, Guest Experience Associates and Luggage Porters, ensuring every interaction exceeds expectations.

This is a highly visible leadership position, accountable for elevating the hotel's VIP journey from pre-arrival through to departure. You will champion personalised service, drive guest satisfaction, lead service recovery initiatives and foster a culture where associates are empowered to create memorable experiences every day

Working collaboratively across the hotel, you will influence operational excellence, financial performance and team engagement while ensuring the unique character of the Autograph Collection brand is brought to life through every guest interaction.

Key Responsibilities

• Lead the Guest Experience team, including Concierge and Luggage Porter operations, creating a high-performing and guest-focused culture
• Oversee the hotel's VIP programme, delivering tailored and personalised experiences from pre-arrival through departure
• Drive guest satisfaction through proactive engagement, service recovery, reputation management and ownership of guest feedback programmes, including GuestVoice and GXP Empower
• Maintain a visible leadership presence throughout the hotel, particularly during peak periods, ensuring exceptional service standards at all times
• Build strong relationships with tour operators, travel partners and key stakeholders to enhance the guest experience and support business objectives
• Support Front Office leadership and act as a key operational leader within the wider Rooms Division when required
• Manage departmental performance, staffing, training, budgets and controllable expenses to achieve both service and financial goals
• Develop, coach and inspire associates through training, performance management, recognition and career development initiatives

  The Ideal Candidate

You are an experienced hospitality leader who understands that luxury is defined by how guests feel. You combine operational expertise with genuine warmth, building trusted relationships with guests, associates and business partners alike.

You will bring:

• Proven leadership experience within luxury or premium hotel operations.
• Strong expertise in guest relations, concierge services or front office leadership.
• Experience managing complex guest journeys and resolving service challenges with professionalism and confidence.
• Demonstrated ability to lead, coach and develop diverse teams.
• Commercial awareness, including experience managing departmental budgets, labour costs and performance metrics
• Outstanding communication and relationship-building skills.
• Strong knowledge of London and a passion for curating unique, personalised guest experiences
• A hands-on leadership style with a commitment to service excellence and continuous improvement.

  Why Join Marriott International

At Marriott International, you will join the world's largest hospitality company and gain access to unparalleled opportunities for career growth across a portfolio of globally recognised brands.

We invest in our people through world-class learning programmes, leadership development and international career pathways. Our culture is built on putting people first, celebrating individuality and empowering associates to reach their full potential.

As part of Autograph Collection Hotels, you will work in an environment where character matters, creativity is encouraged and every day provides an opportunity to create something memorable for our guests and associates alike.

  Your Next Chapter Starts Here

This is a unique opportunity to lead the guest experience within one of London's most celebrated hotels. If you are passionate about luxury hospitality, thrive on creating exceptional moments and enjoy inspiring teams to deliver their very best, we invite you to explore a career with St Pancras London Autograph Collection.

Join us and help define the experiences that guests will remember long after their stay has ended.