Job Description

We are looking for an exceptional Guest Relations Manager to come and join us at Richmond Hill Hotel.


Located in the heart of London's greenest borough, we are an independently owned Georgian hotel, just a stone through from the royal park. This is London's gateway to nature.


Our team are the heart and soul of everything we do at the hotel, and their hard work and dedication have earned us recognition from prestigious organizations such as The Sunday Times and The Caterer for being one of the leading employers in the industry. The award-winning culture at the hotel is progressive, independent, and free-spirited - it's just the fabric of the buildings that's historic, not our approach to business. From our paint to our people, we are a refreshing break from the cookie-cutter hotel chain experience, and we encourage everyone to bring their authentic, best selves to work every day. It doesn't take lavishness or luxury to make someone feel special. Instead, we believe it takes genuine care, thoughtfulness and a team empowered to be creative with their service. These are the qualities that keep our guests coming back time and again.

What's in it for you...

You'll enjoy a competitive annual salary of

30,248.48

, plus a monthly service charge averaging

350

access to hundreds of online perks & discounts free health cashback plan for you and your family extra day's holiday for every year you work for us (up to 5 additional days) salary sacrifice schemes to help you buy a bike, laptop, or gym membership. free use of our onsite gym, meals on duty and parking on site bespoke career development through internal and external training schemes Refer a friend scheme, with up to 500 incentive Hotel recognition Programme including our Employee of the Month and Manager of the Quarter awards, long service awards, rewards payments flexible working patterns, as well as much more...

Is this Guest Relations Manager role right for me?

As Guest Relations Manager at Richmond Hill Hotel, you'll play a pivotal role in creating exceptional guest experiences and unforgettable memories. You'll be the heartbeat of our lobby, leading by example and inspiring your team to deliver heartfelt, personalised service at every opportunity.


You'll love engaging with guests--making meaningful connections, anticipating needs, and delivering those small yet powerful touches that leave a lasting impression. Whether it's remembering a returning guest's favourite room or offering local insider tips with a genuine smile, you'll take pride in creating moments that matter.


In this role, you'll oversee the smooth day-to-day running of the hotel's guest services, ensuring every interaction reflects our values of excellence, warmth, and attention to detail. You'll take ownership of lobby presence, security, operational standards, and the delivery of exceptional service, while collaborating with department heads to continuously improve and innovate the guest journey.


Key responsibilities include:

Leading from the front in our lobby area--ensuring a welcoming, professional presence at all times Inspiring and coaching your team to engage authentically with guests and deliver service with flair Handling guest feedback with empathy and proactivity, turning challenges into opportunities to impress Supporting front-of-house operations, from smooth check-ins to efficient communication across departments Monitoring safety, cleanliness, and service standards across guest-facing areas Collaborating with senior leadership to develop and implement service improvement initiatives Setting and monitoring performance goals for your team, ensuring high-quality results are consistently delivered

This role is ideal for someone with a strong hospitality background who lives and breathes guest service. You might already be working as a Guest Relations Supervisor or Duty Manager, ready to take the next step, or an experienced Front Office professional looking to lead with impact. Most importantly, you'll be someone who believes in the power of people and the magic of memorable hospitality.


At Richmond Hill Hotel, we don't just welcome guests--we make them feel seen, heard, and valued. As Guest Relations Manager, you'll be a true Memory Maker, helping shape experiences our guests won't forget.

What we're looking for...

A hunger for hospitality and going the extra mile. Someone that is willing to bring their best, authentic self to work. Rather than reading from a script or putting on a persona, our approach is all about bringing the very best version of ourselves to work every day. A creative approach to your role - we believe that a game changing idea can come from anyone, anytime. Someone who thrives in a dynamic and vibrant environment and is committed to delivering exceptional hospitality.
If this sounds like a role you could get excited about, we'd love to hear from you! Please note that all applicants must be eligible to live and work in the UK, as we are unable to offer sponsorship for this position.
INDHOTEL