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Guest Relations Duty Manager
Hyatt Regency London - The Churchill
Location: London, UK
Department: Guest Service Operations
Position: Department Head/Manager, Full-time
Req ID: LON005831
Summary
The Guest Relations Duty Manager reports to the Front of House Manager and oversees a team of four in the Guest Relations department. The role involves acting as the senior manager on duty during weekends, collaborating with department heads to ensure exceptional guest experiences across the hotel.
Salary and Shift Patterns
Salary: £40,000 + Service Charge
Shift patterns: 5 days a week, including weekends
Benefits
* 12 complimentary nights annually across Hyatt Hotels worldwide
* Discounted hotel stays for you, family, and friends from day one
* Free meals in our colleague restaurant
* 50% discount on food and beverages at selected Hyatt Hotels
* Complimentary business attire laundering
* Headspace membership and Employee Assistance Programme
* Opportunities for continuous learning, development, and career progression across Hyatt Hotels worldwide
Responsibilities
* Define and implement strategies to enhance guest experience
* Create memorable experiences with excellent interpersonal and communication skills
* Mentor and coach the team for maximum guest engagement
* Build rapport with guests, understand their needs, and recommend suitable services
* Support the Front Office team with arrivals, check-ins, and departures
* Promote Hyatt’s food & beverage outlets and services
* Monitor guest satisfaction platforms like Medallia and TripAdvisor
* Act as senior duty manager during weekends, bank holidays, and evenings
About Hyatt Regency London - The Churchill
Located in Marylebone, in the heart of London’s West End, with views over Portman Square gardens, the hotel features 440 guestrooms, including 50 suites, and 11 meeting spaces. Dining options include The Montagu Kitchen and Churchill Bar & Terrace.
Hyatt values empathy, integrity, respect, inclusion, experimentation, and wellbeing. Joining Hyatt means becoming part of a diverse, inclusive, and global family with over 1,150 hotels in more than 70 countries. We are committed to making travel more human, connected, sustainable, and celebrating individuality in our team.
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