Job Description

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. Explore more about King Street Townhouse Hotel here.

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.