Guest Relations Supervisor

Job Summary:

JM Hospitality Management Ltd. is seeking a Guest Relations Supervisor to help create a welcoming and consistently positive experience for guests throughout their stay. This role combines front-line guest engagement with team coordination, focusing on resolving requests, supporting service standards, and ensuring guests feel valued from arrival through departure.

What You'll Do:

• Oversee daily guest relations activities and service priorities
• Welcome guests and assist with enquiries, requests, and special arrangements
• Support team members in handling more complex guest concerns
• Follow up on feedback to ensure issues are addressed appropriately
• Coordinate with reception, housekeeping, food and beverage, and other hotel teams
• Assist with VIP arrivals, group stays, and special occasions
• Monitor guest preferences and communicate relevant information to colleagues
• Help maintain consistent hospitality and customer service standards
• Record guest feedback and identify recurring service opportunities
• Provide guidance to new and existing guest-facing team members
• Support smooth communication during busy periods and shift changes

Requirements:

• Experience in hospitality, hotels, customer service, tourism, reception, guest services, or a similar customer-facing environment
• Strong communication and interpersonal skills
• Friendly, professional, and service-focused approach
• Ability to remain organised during busy periods
• Confidence handling guest enquiries and resolving concerns
• Comfortable working collaboratively with different departments
• Basic confidence using booking, customer, or general workplace systems
• Previous supervisory experience is helpful but not essential
• Transferable customer-facing experience from other industries will be considered

Why Work With Us:

• Build leadership experience within a guest-focused hospitality environment
• Work with guests from varied backgrounds and occasions
• Develop valuable customer service and problem-solving skills
• Gain exposure to different areas of hospitality operations
• Play an active role in shaping positive guest experiences
• Build experience for progression into guest services or hospitality management

Pay: £36,000.00 per year

Benefits:

• Casual dress
• Company events
• Free parking
• Health & wellbeing programme
• On-site parking

Work Location: In person