Guest Relations Manager
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We are looking for an experienced and passionate Guest Relations Manager to join Gordon Ramsay Restaurants.
This is a fantastic opportunity for someone who thrives on delivering exceptional guest experiences and is passionate about turning feedback into meaningful action. As Guest Relations Manager, you will oversee all direct guest communication across our UK and US restaurant portfolio, ensuring every interaction reflects the high standards and service excellence synonymous with the Gordon Ramsay brand.
Working closely with our restaurant teams, you will investigate guest feedback, resolve complex cases with empathy and professionalism, manage refunds and compensation, and identify trends that help drive continuous improvement across the business.
About the role
- Manage all direct guest communication via email, phone and web enquiries, ensuring every interaction is handled with professionalism, empathy and care
- Investigate guest feedback by liaising with restaurant teams to gather information and provide timely, fair and accurate resolutions
- Deliver outstanding service recovery while ensuring all cases are managed in line with agreed service level agreements (SLAs)
- Process refunds, vouchers and goodwill gestures in accordance with company policy
- Manage and respond to global data removal requests
- Maintain accurate records of guest interactions, outcomes and follow-up actions
- Produce regular reports, identifying trends and insights that help drive continuous improvement across the business
- Manage and maintain Guest Tags within OpenTable, supporting guest insight and reporting
- Work collaboratively with teams across the business to ensure every guest interaction reflects the exceptional standards and hospitality Gordon Ramsay Restaurants is known for
About you
- Previous experience in a senior Guest Relations, Customer Relations or Complaints Management role
What’s in it for you:
- Competitive Pay Rate
- A fantastic 50% staff discount on food and drink in Restaurants and on Gordon Ramsay Academy classes & courses
- 30% discount for your Friends & Family in Restaurants and on Gordon Ramsay Academy classes & courses
- Employees can instantly access up to 50% of basic wages earned before payday via Stream
- Refer a Friend Scheme - earn between £250 to £1000 when referring a friend to work with us (T&Cs apply)
- Access to our world-class training & development opportunities globally
- Progress your career through a multi-site and multi-brand, best in class global restaurant group
- Work with and learn from extraordinary culinary and front-of house talent in a diverse, energising and professional restaurant environment
- Preferential Room Rates at Gordon Ramsay Restaurants partner hotel
- MYNDUP - our wellbeing partner where our teams can access up to 2 hours anonymous support a month, fully funded by GRR, for everything from mental health & wellbeing, to counselling or therapy sessions, life & career coaching and more
At Gordon Ramsay Restaurants, we are driven to be an inclusive employer, we are devoted to creating an environment where our amazing teams can thrive, and our aim is to put people at the heart of everything we do. We want our teams to be their authentic self and we truly celebrate diversity in every sense.
We are successful at what we do by cultivating talented teams with diverse skills & backgrounds. Everyone is welcome in our Gordon Ramsay Restaurants family. As we continue to grow and build the business, we are committed to putting diversity, equality, and inclusion at the forefront.