Front Office & Guest Services • Posted 20 April 2026
Guest Relations Manager
Seaham Hall · Seaham, County Durham
Shift work including weekends and bank holidays
About the hotel
Seaham Hall is a 5-star, 5-AA-Red-Star Georgian country house hotel and 5-bubble Serenity Spa set dramatically on the clifftops of the Durham coast. Privately owned and independently run, the hotel offers 23 luxurious suites, a destination spa with a 20-metre ozone pool, and fine dining that draws a loyal, discerning clientele. Seaham Hall is known for warm northern hospitality delivered to the most exacting five-star standards.
The work
- • Lead the Reception and Reservations teams to deliver a seamless, personalised guest journey
- • Be the senior front-of-house presence, setting the tone from the moment guests arrive
- • Oversee VIP arrivals, personal preferences and in-room amenities
- • Manage guest feedback and complaints with a genuine service-recovery mindset
- • Monitor and drive guest satisfaction metrics (NPS, TripAdvisor, comment cards)
- • Coach, appraise and develop the front office team through regular 1:1s and shift feedback
- • Own rota planning, payroll submissions and departmental cost control
- • Ensure full SOP compliance and PMS accuracy using Opera
- • Contribute to hotel strategy, rate tactics and revenue targets
- • Deputise for the Rooms Division Head and support cross-departmental projects
This role is for you if…
- • You have proven supervisory or assistant manager experience in a 4- or 5-star hotel front office
- • You are confident, polished and thrive in a front-facing leadership role
- • You have a strong working knowledge of Opera PMS and reservations systems
- • You lead by example on the floor, not from behind a desk
- • You are calm, flexible and composed under pressure
- • You are genuinely invested in developing your team and your own leadership career
This role might not be for you if…
- • You prefer back-of-house or non-guest-facing roles
- • You are not available to work weekends, evenings and bank holidays
- • You are uncomfortable working in high-expectation luxury environments
- • You are not confident handling escalated guest complaints