Guest Relations Manager - The Langham, Melbourne

About Langham Hospitality GroupA 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 build great memories together. The Langham, Melbourne enjoys sweeping vistas of the Yarra River and Melbourne skyline. Outstanding location amidst the city’s captivating Arts and Leisure district. A sanctuary nestled on the famous Southbank Promenade. We have on offer 388 luxury guest rooms and suites, and our team of hospitality professionals delivers high standards in guest experience & colleague engagement in alignment with the culture and values of Langham Hospitality Group.About the RoleWe are in search of a Guest Relations Manager/VIP Manager to lead the way in how we build great memories with our VIPs and loyal guests. This role is all about building meaningful relationships with the people who know and love Langham - those who stay with us, celebrate with us, recommend us, and return. A key responsibility will be making sure our VIPs feel special every single time they experience The Langham, Melbourne. Think bespoke experiences, thoughtful touches, and service excellence that feels anything but transactional.ResponsibilitiesProviding enthusiastic leadership, innovation, drive and supervision of 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. Ensure systems are in place and delivered daily on how we will deliver exceptional experiences to guests – have a plan!Ensuring the highest levels of communication and strongest possible relationships are formed with colleagues, guests and all key stakeholders in delivering the highest level of experience both front and back of house.Highly detailed focus on providing premium luxury services to Langham Club Guests and VIPs. Ensuring that standards and services exceed those of competitor properties. Develop standards from pre-arrival to post-departure that will ensure seamless experiences to all Langham Club and VIP guests.Ensure that arrival lists are scrutinised in advance and bespoke opportunities are highlighted to ensure all touchpoints of the stay are personalised and memorable. Ensure systems are in place to communicate VIP information to all operating teams.Oversee Langham Club to ensure it is consistently on brand and offering the highest level of guest service.Oversee the guest loyalty program, Brilliant, 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 be further personalised and enhanced.Work with the Club team to review F&B offerings, quality and quantity. Look for opportunities to add to or adjust offerings. Review these matters regularly with the Director of Front Office.Qualifications3–5+ years of guest-facing experience in a luxury hospitality environment.Experience managing VIPs and regulars in a fast-paced environment.A confident, calm presence during service—you know how to read the room and make guests feel special.Warm, people-first energy with exceptional communication skills.Proactive with strong attention to detail.Available to be rostered evenings, weekends, and Public Holidays and for special events.What can Langham Offer?Enjoy no-charge duty meals. Ongoing training and development. Career development opportunities locally and overseas. Generous Hotel discounts - all within a 5-star working environment. Six complimentary stays per year at any other Langham properties.GROOMING - Naturally, in the service industry, high standards of personal presentation and grooming are of the greatest importance. This should be present throughout the interview stage.EQUAL OPPORTUNITY EMPLOYER – The Langham, Melbourne is an equal opportunity employer committed to employing a diverse workforce and sustaining an inclusive culture. #J-18808-Ljbffr