Guest Relations Manager

Our Guest Relations team are a constant warm presence around the operation and are the faces of outstanding hospitality for our VIPs during their visit or stay.

As Guest Relations Manager you will lead the small but mighty team that anticipate VIP’s needs and collaborate with all departments to provide a tailored experience perfect for that guest.

Do you want to join one of the best places to work in hospitality?

What’s the role?

Guest Relations Manager

About The Ned:

The Ned and Ned’s Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time.

The Ned launched in 2017 in the heart of the City, in the former Midland Bank headquarters. The Ned City of London houses Ned’s Club - a private members’ space, gym and rooftop - alongside a public spa, a whole floor of event spaces, ten restaurants and bars and 250 hotel bedrooms.

Reporting into the Front Office Manager and as the leader of the Guest Relations Team you will:

• Oversee the day-to-day guest relations operation, leading your team to be the ambassadors of outstanding hospitality for our VIP’s
• Be the guardian of outstanding hospitality at The Ned, whether that is coaching and guiding the team to deliver memorable experiences every time, or tackling glitches and complaints head on to find a solution for the guest
• Support with all people leadership tasks - including team recruitment, development and performance chats, onboarding new starters - this is a great role for an aspiring Head of Department who wants to build their people management skillset
• Closely monitoring commercial performance, you’ll support your Head of Department by providing direction and making decisions where needed to protect and drive profitability, including rota creation, expense control, forecasting, upselling, annual budgeting process and month end performance analysis
• Collaborate with all other relevant departments to provide a seamless experience for every VIP
• With a priority on providing every guest with an outstanding experience, your team will work hand in hand with the front office team, stepping in to provide support where needed
• Build rapport with regular guests over time, learning their preferences and what makes for an amazing experience

What The Ned can give you:

• Salary of up to £40,000 per year, including service charge
• Complimentary meals in our friendly team restaurant, Neddy’s - including monthly payday breakfast
• Exclusive rates at The Ned for staying and eating for you, your family and friends
• Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping and cinema discounts
• Your birthday off, after a year of service and more holiday after five years of service
• Paid volunteer day
• Refer a friend scheme
• Regular social events, including an annual pool party
• Employee assistance program – 24/7 advice and support
• Reward and recognition initiatives

What you can bring to the role:

• Previous leadership experience with a proven track record of delivering outstanding guest experiences and people management
• Our customers and guests expect the best, and our VIPs expect this and then some, so the highest standards are essential
• An organised and detailed manner is non-negotiable, able to manage multiple priorities and a busy operation at the same time
• A commercial mindset is needed in all our leaders. As second in command you will support your Head of Department in delivering excellent financial performance and results
• Our operation can be high pressure and you’ll be the stable presence that our team look to, so a calm demeanour and a genuine passion for providing exceptional hospitality is essential
• Ideally the person in this role would be preparing to be our next Head of Department, so a desire to learn and progress is preferred, but not essential

At The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programme is central to making that vision a reality.

Please let us know of any specific needs you may have during your interview.

All candidates must the right to work in the UK to be considered for this role.

Apply today and join us as a Reception Manager

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