Guest Relations Executive

6 months ago

London, United Kingdom HSH Group Full time

The Peninsula London is excited to announce we are seeking an enthusiastic Guest Relations Executive to complete our Guest Relations Team. This role will responsible for the complete guest journey for the hotel guests, to ensure impeccable service, with a focus on a heartfelt welcome, weigtless and waitless experiences, exceptional selections for each guest, the invisible touch and bespoke sense of home, ensuring exceptional service is delivered by incorporating the Peninsula Service Principles.
- An exceptional opportunity to join our high-profile flagship hotel in London
- Market leading remuneration, service charge and attractive benefits
- Join our award-winning group, working alongside a highly experienced team

Key accountabilities
- Responsible for the efficient and smooth operations of the arrival and departure experiences, ensuring impeccable service to hotel guests, with a focus on the guests, a heartfelt welcome and personalised experiences
- Responsible for daily operational challenges for the guests, including service recovery, continuous coverage, and efficient service delivery while maximizing the hotel revenue through different initiatives
- Maximise Room and Front Office revenue through initiatives such as room upselling
- Maintain close guest contact while managing guest feedback, ensuring elevated service recovery to exceed guest expectations
- Hire, develop, motivate, supervise, and coach the Guest Experience Executives in maintaining a culture in compliance with mission, vision, values, and HSH core principles

General requirements
- Minimum 3 year’s relevant experience in Front Office Operation within a luxury international property
- Thorough knowledge of customer service needs and a good working knowledge of operational finance procedures
- Excellent time management and organizational skills, highly adaptable and naturally positive
- Fluent English communication proficiency, expertise in a second language would be desirable

At the Peninsula London, we look after:
Your financial wellbeing:

- Generous service charge distributed equitably to all colleagues
- Life Insurance
- Enhanced company contribution on pension plan

Your medical care:

- Medical cash plans including optical and dental coverage
- Enhanced maternity and paternity leave plan

Your daily health routine:

- State of the art heart of house facilities including a gym, fitness classes, relaxation room, contemplation room and nursing mothers’ room
- Colleague restaurant with healthy and balanced 24/7 food offerings
- On-site occupational health and safety nurse and wellbeing education sessions

Other perks:

- High street and online shopping discounts
- Rewards and recognition initiatives
- Dry cleaning for uniforms and work attire

Ideally situated in the heart of Belgravia, with views over Hyde Park Corner and Wellington Arch, The Peninsula London occupies one of the city’s most prestigious addresses. The newly built hotel, impeccably designed to harmonise with surrounding heritage buildings is just moments away from the city’s most iconic attractions, including Three Royal Parks, Buckingham Palace, Harrods, and Big Ben. Its 190 light-filled guest rooms and suites have been exquisitely designed by Peter Marino; its gathering spaces include several world-class restaurants and bars, including Brooklands helmed by Michelin-starred Chef Director Claude Bosi; the idyllic Peninsula Spa, and a luxury retail arcade.

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