Hakkasan Group, home to internationally acclaimed restaurants including Hakkasan and Yauatcha, is seeking an experienced and personable Guest Relations Manager to join our front-of-house leadership team. This is an on-site role based in Hakkasan Mayfair, dedicated to elevating the guest experience - acting as the bridge between guests, restaurant operations and the wider commercial team. This position focuses on relationship-building, service recovery, guest engagement and ensuring every visit reflects the exceptional standards of our brands.
The Role
- Act as the primary on-site contact for guest relations, ensuring a warm, personalised and seamless experience from arrival through to departure.
- Build meaningful relationships with regular guests, VIPs and key clients, fostering loyalty and encouraging repeat visits.
- Work closely with restaurant management and service teams to anticipate guest needs and enhance the overall dining journey.
- Handle guest feedback professionally and proactively, resolving issues with care and efficiency.
- Support special occasions, VIP visits and high-profile bookings, ensuring exceptional attention to detail.
- Act as a brand ambassador both within the restaurant and externally, maintaining strong relationships with concierges, local businesses and hospitality partners.
- Support the growth of our guest community through personalised engagement and memorable experiences.
- Monitor guest feedback trends and provide insights to support continuous improvement.
About You
- Previous experience in a Guest Relations, Guest Experience or Front of House leadership role within luxury hospitality or premium restaurants.
- A natural relationship-builder who enjoys connecting with guests and creating lasting impressions that extend beyond a single visit.
- Commercially aware, with an understanding of how exceptional guest relations contribute to reputation, loyalty and long-term success.
- Calm, confident and solutions-focused, with strong service recovery experience.
- Passionate about hospitality and creating memorable experiences.
- Professional, polished and comfortable engaging with a diverse and international clientele.
Our Benefits
- Dine & Delight: 50% off food and beverage across all our restaurants, including takeaway.
- We’ve Got You Covered: Employee Assistance Programme, medical insurance, life assurance and enhanced parental leave.
- Birthday Bonanza: An extra paid day off on your birthday.
- Share the Experience: Refer a friend and earn up to £750.
- Moments That Matter: Gifts for Christmas, Chinese New Year, birthdays and long service.
- Grow With Us: WSET certifications, apprenticeships and development courses.
- Giving Back: Support charity, sustainability and community initiatives.
- Time to Recharge: 28 days’ holiday (increasing with service) plus a performance-based bonus.
If you’re passionate about hospitality and thrive on creating exceptional guest moments, we’d love to hear from you. Apply via the link below.