Guest Relations Manager

Perfectly positioned just a stone's throw away from Piccadilly Train Station, Manchester Marriott Hotel Piccadilly proudly emerges as the city's leading 4-star destination.

We are looking for a warm, highly motivated, and service-driven Guest Relations Manager to lead the delivery of exceptional guest experiences throughout the hotel. In this role, you will be responsible for ensuring every guest receives a personalised, memorable stay - managing guest feedback, resolving issues proactively, and continuously elevating service standards. You will act as a key ambassador for the hotel, building strong guest relationships, driving loyalty, and supporting the overall reputation of the property.

What we offer

• £28000 per annum 
• Permanent, full-time contract (40hrs per week) mixture of early mid and late shifts.

Benefits

• Worldwide employee discounts at Marriott Hotels;
• Hotel discounts across all Axiom Hospitality hotels ‐ colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

The Guest Relations Manager will support the Front Office and hotel leadership teams in delivering a consistently exceptional and personalised guest experience. This role is central to creating memorable moments for guests from pre-arrival to post-departure, managing guest expectations, and resolving any concerns with professionalism and warmth.

The ideal candidate will have a proven background in luxury hospitality, with the ability to lead by example, anticipate guest needs, and work across departments to ensure a seamless and elevated stay. They will demonstrate confidence, a deep understanding of guest satisfaction metrics, and a passion for creating long-lasting guest relationships that support brand loyalty.

Responsibilities of role will include but are not limited to:

• Acting as the primary point of contact for VIP guests and ensuring tailored service from arrival through to departure;
• Managing the guest feedback loop across platforms, handling complaints efficiently and effectively, and ensuring swift resolution;
• Maintaining a strong presence in the lobby and public areas to welcome guests and provide on-the-spot assistance;
• Leading and developing the Guest Relations team, including scheduling, training, and performance management;
• Coordinating with Front Office, Housekeeping, F&B, and Reservations to personalise guest stays and manage special requests;
• Creating and implementing strategies to drive guest satisfaction scores (e.g., online reviews, mystery guest reports, direct feedback);
• Maintaining detailed guest profiles and ensuring personal preferences are updated and communicated across departments;
• Supporting VIP and celebrity guest protocols in line with brand and hotel standards;
• Managing amenities and welcome arrangements for returning guests, VIPs, and special occasions;
• Preparing daily reports on guest satisfaction, feedback trends, and key guest movements;
• Ensuring compliance with hotel policies, safety procedures, and GDPR regulations;
• Contributing ideas to enhance service touchpoints and elevate the overall guest journey.

The core skills and experience required to succeed

• Minimum 2–3 years’ experience in a Front Office or Guest Relations role, preferably in a 4- or 5-star luxury hotel;
• Strong leadership and communication skills, with the ability to inspire a team and foster a culture of excellence;
• Proven track record in delivering outstanding guest service and managing guest feedback;
• Proficiency in hotel PMS systems (Opera, Protel, etc.) and guest feedback tools (Revinate, ReviewPro, etc.);
• Exceptional attention to detail and ability to personalise guest experiences;
• High emotional intelligence, discretion, and a polished, professional demeanour;
• Strong organisational and time management skills with the ability to work under pressure;
• A natural passion for hospitality, service, and going above and beyond;
• Fluent in English; knowledge of additional languages is an advantage;

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and Manchester Marriott Hotel Piccadilly.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.