Guest Relations Manager

Job Category

Hospitality

Division

Ingenuity Experiences

Location

UK, Manchester

Job Type

Full\-time

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end\-to\-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct\-to\-consumer. Our client portfolio includes globally recognised brands such as Coca\-Cola, Nestle, Elemis, Homebase, and Proctor \& Gamble.

Guest Relations Manager \- King Street Townhouse Hotel \& Spa

THG Experience curates a portfolio of exceptional hospitality destinations where considered design, world\-class facilities and intuitive service come together.

Each space is crafted with intention \- from beautifully designed interiors and industry\-leading wellness facilities to chef\-led dining and thoughtfully delivered experiences. Our venues set the tone for modern luxury.

King Street Townhouse Hotel

In the heart of Manchester, King Street Townhouse is a luxury boutique hotel where heritage architecture meets contemporary elegance. Set within a striking Grade II\-listed building, offering refined city stays, destination dining and memorable events.

Guests experience elegant bedrooms and suites, destination dining, a tranquil spa with thermal facilities, a state\-of\-the\-art gym, private cinema and beautifully appointed event spaces designed for weddings, celebrations and corporate occasions.

We are now looking for an experienced and passionate Guest Relations Manager to become the face of the hotel and play a key role in shaping the guest journey from arrival through to departure. This is a highly visible role within the business, ideal for someone who thrives in luxury hospitality, has exceptional attention to detail, and takes pride in delivering outstanding service.

Working closely with the General Manager, Front of House Manager, and wider operational teams, you will ensure every guest experience reflects the warmth, sophistication, and high standards that define King Street Townhouse.

What You’ll Be Doing

Delivering exceptional, personalised guest experiences at every touchpoint

Acting as the main point of contact for VIPs, regular guests, and special arrivals

Meeting and greeting guests during peak periods and maintaining a strong presence across the hotel

Handling guest enquiries, requests, and complaints with professionalism, empathy, and efficiency

Anticipating guest needs and proactively resolving issues before they arise

Building strong guest relationships to encourage loyalty and repeat business

Maintaining detailed guest profiles and preferences to support tailored service delivery

Managing proposal and celebration packages from enquiry through to completion

Working collaboratively with Front Office, Housekeeping, Food \& Beverage, and other departments to ensure seamless operations

Driving upselling opportunities across bedrooms, packages, and hotel services

Encouraging direct bookings and supporting guest retention strategies

Monitoring and responding to guest feedback across TripAdvisor, Expedia, Booking.com, and other reputation platforms

Analysing guest and colleague feedback to identify opportunities for continuous improvement

Supporting, coaching, and motivating the Front of House team to consistently deliver luxury service standards

Representing the hotel brand professionally and becoming a recognised ambassador for the property

Completing Duty Manager shifts as required

What We’re Looking For

Previous experience within luxury hospitality, guest relations, or front office management

A genuine passion for delivering exceptional customer experiences

Strong knowledge of Manchester city centre, including restaurants, nightlife, and hospitality venues

Excellent communication and interpersonal skills

A calm, confident, and solutions\-focused approach

Strong organisational skills with the ability to multitask in a fast\-paced environment

Experience handling VIP guests and high\-pressure situations professionally

A proactive mindset with exceptional attention to detail

Confidence leading, coaching, and supporting teams

Flexibility to work evenings, weekends, and Duty Manager shifts when required

Why Join King Street Townhouse?

This is an opportunity to join one of Manchester’s most recognised luxury hotels and become part of a team that is passionate about hospitality, creativity, and delivering unforgettable guest experiences. You’ll have the chance to make a genuine impact within a unique and fast\-paced environment where service excellence is at the heart of everything we do.

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse \& inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.

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