Guest Relations Executive

7 months ago

London, United Kingdom Eson2 Ltd Full time

Eson2 provides expert property management services to landlords in the UK and abroad, and we work to find the right property for people struggling to get accommodation in London’s chaotic and confusing real estate market.

As Guest Relations Executive, you will be working in the central London office, in the heart of Knightsbridge, and servicing a portfolio of central properties in London.

**Responsibilities**:

- Ensuring and providing flawless, upscale, professional and high-class guest service experiences.
- Communicate any changes in the order or delivery date to relevant parties.
- Analyse customer feedback and provide strategic direction to continuously improve overall rating.
- Responding to guests needs and anticipating their unstated ones.
- Provide upscale guest service experiences for clients throughout their stay.
- Ensure clients are properly greeted upon their arrival.
- Monitor daily bookings and ensure assigned properties are prepared prior to check-in.
- Actively listen to and resolve complaints.
- Ensure special guests, like disabled people, the elderly, children and VIPs, receive personalized services.
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.
- Inform clients of our Property services, including transfer, private chefs, housekeeping.
- Promote all Property amenities, conveniences and programs offered.
- Appraise team’s performance and produce regular reports.
- Examine daily operation duties, assign tasks and check on progress.
- Analyze customer feedback from Property guestbook and online reviews and suggest ways to improve ratings.
- Recommend local tourist spots, including places to dine, shop and sight-see.
- Establish friendly relationships with regular Property clients.
- Proven work experience as a Guest Relations Manager, Property Manager or similar role.
- Responsible for the production, procurement, and planning of daily operations.
- Responsible for response to all inquiries.
- Ensure the production team has enough time to manufacture and deliver products based on the client's request.
- Create a detailed schedule based on strict deadlines.

**Requirements**:

- High level of interpersonal skills including the ability to be able to interact with people at all levels
- Time management skills
- English, Knowledge of additional languages is a plus
- Positive approach toward all tasks
- Pro-active and resilient individual
- Experience within the serviced accommodation and/or hotel industry is a plus

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00-£32,000.00 per year

**Benefits**:

- Company events
- Employee discount
- Employee mentoring programme
- Private medical insurance
- Referral programme

Schedule:

- Weekend availability

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus
- Yearly bonus

Application question(s):

- The role requires weekend availability. Would you be able to have days-off on midweek?

**Experience**:

- Guest Relations: 2 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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