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.