Job Title: Guests Relation Manager

Department: Front Office/Reservations and Reception
Reports To: General Manager / Operations Manager
Location: Seaham Hall Hotel
Salary: To be discussed at interview
Contract Type: Full-time, Permanent, Shift-Work

About Seaham Hall

Seaham Hall is a luxurious 5-star boutique hotel on the Durham coast, renowned for its rich history, elegant interiors, and exceptional guest service. We pride ourselves on creating warm, memorable experiences for every guest, from the moment they arrive to the moment they leave.

Position Summary

We are seeking a dynamic and service-focused Guests Relation Manager to lead and inspire our Reception and Reservations team. This pivotal role is ideal for a hospitality professional ready to take full operational and strategic control of the front office in a luxury setting.

The successful candidate will undergone a comprehensive 6-month management development program focused on leadership, guest experience, departmental strategy, and team development.

Key Responsibilities

Guest Experience & Operations

• Lead the Reception and Reservations to deliver a seamless and personalised guest journey, from pre-arrival, check-in to check-out.
• Handle guest feedback and complaints with professionalism, focusing on service recovery and long-term improvement.
• Oversee VIP guest preparation and delivery, ensuring exceptional standards.
• Monitor and improve guest satisfaction via feedback, reviews, and service analysis.

Team Leadership

• Manage, motivate, and develop the Reception and Reservations team through regular 1:1s, appraisals, and ongoing coaching.
• Plan and deliver team meetings and ensure clear communication across shifts.
• Lead performance management including probation reviews, training plans, and career development.

Departmental Management

• Oversee daily operations of the reception desk and reservations ensuring SOP compliance, consistency, and efficiency.
• Manage departmental rota, payroll submissions, and forecasting with attention to cost control.
• Maintain accurate records of financial and shift reconciliations.

Strategic Input

• Contribute to broader hotel strategy through active HOD participation.
• Set departmental goals aligned with guest satisfaction, team development, and revenue targets.
• Work with Assistant Financial Controller to support rate strategies and drive upselling performance.
• Works closely with the Operations Manager to ensure seamless coordination between reservations, front-of-house operations, staffing, and daily service delivery.

Cross-Departmental Collaboration

• Build strong working relationships with Housekeeping, F&B, Spa, and Maintenance to ensure joined-up service delivery.
• Participate in Duty Management rota, acting as the hotel’s senior representative when required.

Candidate Profile

Essential:

• Proven experience in a hotel reception or front office supervisory/assistant manager role, preferably in a 4 or 5-star environment.
• Excellent communication and leadership skills.
• Strong understanding of PMS Opera, reservations systems, and guest service standards.
• Flexible, calm under pressure, and passionate about delivering luxury hospitality.
• Keen interest in leadership development and coaching.

Desirable:

• Prior exposure to departmental forecasting, cost control, and basic revenue management.
• Experience leading or training small teams.
• Conflict resolution and guest complaint training.

What We Offer

• A structured 6-month on boarding and development program designed for long-term career success.
• Bi-weekly mentorship and monthly milestone reviews.
• Access to internal and external leadership training.
• Meals on duty, wellness benefits, staff discounts, and more.
• A chance to grow your career in one of the North East’s most prestigious hospitality environments.

Job Title: Guests Relation Manager

Department: Front Office/Reservations and Reception
Reports To: General Manager / Operations Manager
Location: Seaham Hall Hotel
Salary: To be discussed at interview
Contract Type: Full-time, Permanent, Shift-Work

About Seaham Hall

Seaham Hall is a luxurious 5-star boutique hotel on the Durham coast, renowned for its rich history, elegant interiors, and exceptional guest service. We pride ourselves on creating warm, memorable experiences for every guest, from the moment they arrive to the moment they leave.

Position Summary

We are seeking a dynamic and service-focused Guests Relation Manager to lead and inspire our Reception and Reservations team. This pivotal role is ideal for a hospitality professional ready to take full operational and strategic control of the front office in a luxury setting.

The successful candidate will undergone a comprehensive 6-month management development program focused on leadership, guest experience, departmental strategy, and team development.

Key Responsibilities

Guest Experience & Operations

• Lead the Reception and Reservations to deliver a seamless and personalised guest journey, from pre-arrival, check-in to check-out.
• Handle guest feedback and complaints with professionalism, focusing on service recovery and long-term improvement.
• Oversee VIP guest preparation and delivery, ensuring exceptional standards.
• Monitor and improve guest satisfaction via feedback, reviews, and service analysis.

Team Leadership

• Manage, motivate, and develop the Reception and Reservations team through regular 1:1s, appraisals, and ongoing coaching.
• Plan and deliver team meetings and ensure clear communication across shifts.
• Lead performance management including probation reviews, training plans, and career development.

Departmental Management

• Oversee daily operations of the reception desk and reservations ensuring SOP compliance, consistency, and efficiency.
• Manage departmental rota, payroll submissions, and forecasting with attention to cost control.
• Maintain accurate records of financial and shift reconciliations.

Strategic Input

• Contribute to broader hotel strategy through active HOD participation.
• Set departmental goals aligned with guest satisfaction, team development, and revenue targets.
• Work with Assistant Financial Controller to support rate strategies and drive upselling performance.
• Works closely with the Operations Manager to ensure seamless coordination between reservations, front-of-house operations, staffing, and daily service delivery.

Cross-Departmental Collaboration

• Build strong working relationships with Housekeeping, F&B, Spa, and Maintenance to ensure joined-up service delivery.
• Participate in Duty Management rota, acting as the hotel’s senior representative when required.

Candidate Profile

Essential:

• Proven experience in a hotel reception or front office supervisory/assistant manager role, preferably in a 4 or 5-star environment.
• Excellent communication and leadership skills.
• Strong understanding of PMS Opera, reservations systems, and guest service standards.
• Flexible, calm under pressure, and passionate about delivering luxury hospitality.
• Keen interest in leadership development and coaching.

Desirable:

• Prior exposure to departmental forecasting, cost control, and basic revenue management.
• Experience leading or training small teams.
• Conflict resolution and guest complaint training.

What We Offer

• A structured 6-month on boarding and development program designed for long-term career success.
• Bi-weekly mentorship and monthly milestone reviews.
• Access to internal and external leadership training.
• Meals on duty, wellness benefits, staff discounts, and more.
• A chance to grow your career in one of the North East’s most prestigious hospitality environments.