Job Description
Guest Relationship Manager
Salary negotiable
Monday to Friday, 09:00 - 17:00
Mountsorrel, office based
Macildowie are working with a leading hospitality client based in Quorn (Leicestershire). They are recruiting for a Guest Experience Concierge role.
The Role
You will join a boutique operator, delivering a level of guest service from the first point of contact. You'll act as a concierge of exceptional calibre - part sophisticated social secretary, part experience architect - ensuring each guest's stay becomes a memorable story.
Key Responsibilities
Deliver personalised service from day one of a booking: reach out to guests, propose tailored upsells, and present an experience that feels bespoke.
Design and curate immersive itineraries and in‑house experiences (private dining, wellness sessions, local artisan activities) that reflect the luxury positioning of the business.
Exhibit commercial acumen: partner with external premium suppliers, grow the offering, hit revenue and upsell targets whilst protecting margin.
Provide monthly performance reporting to senior management: upsell results, partner performance, pipeline of new collaborations.
Build genuine guest relationships: anticipate needs, deliver with warmth and professionalism, ensure return business and glowing recommendations.
Maintain and expand a high‑quality network of suppliers and experiences - your "black book" of premium contacts will be invaluable.
Manage guest lifecycle from booking to departure to ensure each stay feels effortless, personal and exceptional.
Who We're Looking For
Proven experience in luxury hospitality, high‑end concierge services or elevated guest‑relations roles.
Exceptional interpersonal and organisational skills, with charisma, polished presentation and the ability to engage premium clientele.
Strong commercial mindset: you understand hospitality dynamics, upsell opportunities and margin control.
Creative and proactive: you relish finding innovative experiences and bringing them to life.
Comfortable liaising with high‑end clients and premium suppliers, building trusted relationships with warmth and professionalism.
Self‑motivated, adaptable, solution‑oriented and able to thrive in a fast‑paced environment.
A genuine passion for luxury service and creating memorable guest experiences.
Knowledge of the short‑let / boutique property market is a plus, though not essential - above all, a passion for property and five‑star hospitality counts.
If you're ready to elevate guest stays into extraordinary moments and join a team committed to delivering class‑leading hospitality, we want to hear from you. Click apply today!
Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.
Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.
If you would like information on how we will process your data please go to our website (macildowie.com) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
