Guest Relations Manager

About the Role

temper. Wine Room & Lounge , located at Mondrian Hotel Duxton, is looking for a Guest Relations Manager to lead our guest experience and reservations function. This role is responsible for ensuring every guest, from first booking to final farewell, receives a warm, seamless, and memorable experience that reflects the character of Temper. You will oversee our reservations system, guest communications, and a Guest Relations Executive reporting to you, while working closely with the floor and management team to uphold our service standards.

Key Responsibilities

• Manage the end-to-end guest journey, including reservations, table planning, and guest communications, using SevenRooms as our reservation management system.
• Lead, train, and supervise the Guest Relations Executive, ensuring consistent service standards and smooth daily operations.
• Personally welcome and host VIP and regular guests, building rapport and ensuring a personalised experience.
• Handle guest feedback, requests, and any service recovery situations promptly and professionally.
• Maintain and continuously refine guest profiles and preferences within SevenRooms to enable personalised service.
• Work closely with management to manage covers, optimise seating flow, and support revenue and occupancy goals.
• Coordinate with the service and bar teams to ensure guest expectations are communicated and met throughout service.
• Support the planning and execution of guest events, private bookings, and special occasions.
• Monitor guest satisfaction trends and provide regular feedback to management on service improvement opportunities.

Requirements

• At least 2 to 4 years of experience in guest relations, reservations, or front-of-house management within a restaurant, bar, or hospitality setting. Prior experience using SevenRooms or similar reservation and CRM platforms is strongly preferred.
• Strong interpersonal and communication skills, with a natural warmth and attentiveness toward guests. Proven ability to lead and develop a small team.
• Highly organised, with the ability to multitask and stay composed during busy service periods.
• Willingness to work evenings, weekends, and public holidays as required, with a fixed off day on Sundays.
• A genuine passion for hospitality, wine, and creating memorable guest experiences.

What We Offer

• The opportunity to shape the guest experience at one of Duxton's distinctive dining and lounge concepts. A close-knit, supportive team culture. Career growth opportunities within a growing hospitality group.