Guest Relations Manager

The Guest Relations Manager is responsible for the Langham Club Lounge, Service Stylists and VIP Experience Executive and Guest Relations. The role is vital in providing forward thinking direction, guidance and vision in aligning and delivering the highest levels of luxury service delivery

With a key focus on providing the highest levels of personalised bespoke service to the Club and VIP experience of Langham Guests, the Guest Relations Manager requires a high level of astute luxury guest services delivery in order to lead, support train and develop personnel in the department; plan and recommend Guest Service procedures which will elevate guest services to exceptional levels throughout the Club and VIP segment of the Langham Melbourne. 

Key skills include

• Providing enthusiastic leadership, Innovation, drive and supervision the Langham Club Lounge, Service Stylists and VIP Experience Executive. to ensure a smooth and efficient day to day operation.

• Responsible for driving passion every day in the Langham Brand and ensuring that all colleagues are empowered to deliver Langham Services standards to our guests daily. 

• Ensuring the highest levels of communication and strongest possible relationships are formed with colleagues, guests.

• Highly detailed focus on providing the premium luxury services to Langham Club Guests and VIP’s. 

• Ensure that arrival lists are scrutinised in advance and bespoke opportunities are highlighted to ensure all touch points of the stay are personalised and memorable. 

• Oversee The Langham Club to ensure it is consistently on brand and offering the highest level of guest service

• Oversee guest loyalty program, Brilliant by Langham including ensuring members are actively engaged and driving the program across the hotel.

• Oversee the Langham Service Stylists and develop strategies in which the guest experience can further be personalised and enhanced. 

Why apply?

• Enjoy no-charge duty meals

• Ongoing training and development

• Career development

• Generous Hotel discounts - all within a 5 star working environment with career growth opportunities.

• Six complimentary stays per year  at any other Langham properties

EQUAL OPPORTUNITY EMPLOYER – The Langham, Melbourne is an equal opportunity employer committed to employing a diverse workforce and sustaining and inclusive culture.

GROOMING - Naturally in the service industry high standards of personal presentation, grooming are of the greatest importance. This should be present throughout the interview stage.

About the company

The Langham Melbourne is the city’s most luxurious and service-focused hotel that strives for excellence in every element of our guests’ experience. It is the city’s best five star hotel and is renowned for offering guests an unparalleled level of service unavailable anywhere else in Melbourne.

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.