Guest Relations Executive

5 months ago

London, United Kingdom Maybourne Hotel Group Full time

Claridge's
- Guest Experience and Services
- Guest Relations
- Full time

Set in the heart of Mayfair, Claridge’s is an art deco icon and a byword for understated elegance. Since the 1850s, Claridge’s has excelled at the finer things in life: glamorous design, inspiring dining, impeccable service. There are many 5-star hotels in London but nowhere quite like Claridge’s. The hotel is a unique combination of splendour and charm with long-standing connections with royalty that have led to it sometimes being referred to as “annexe to Buckingham Palace”. Claridge’s has a famous all-day dining and Afternoon Tea restaurant the ‘Foyer & Reading Room’, L’Epicerie that offers a culinary theatre of the kitchen, and three bars: Claridge’s Bar, the intimate Fumoir and effortlessly elegant Painter’s Room.

Claridge’s is one of London’s premiere party venues for guests from rock stars to royalty. From grand balls to cocktail parties, our legendary Art Deco hotel offers an exquisite setting for celebrations large and small.

**Main Duties & Responsibilities**:
We are looking for a strong, motivated individual, ideally someone who has worked in a similar role within the hospitality or travel and tourism industry. The person will be a team player who is an avid learner, adaptable and has exceptional interpersonal and communication skills.

As Guest Relations Executive you will be responsible for creating a warm and friendly welcome to all our guests when they arrive. You will ensure that our guests receive our award winning service and exceed our service standards during their stay.

You will have the opportunity to be creative and imaginative in meeting their every need and adding surprises and special touches to create a memorable experience.

Your role will also involve coordination and communication with many of the hotel's departments to ensure the guest experience is seamless in delivery.

As a **Guest Relations Executive, **you will also be responsible for:

- Ensure accurate arrival reports, guest history and billing information
- Review VIP arrival report as well as arrange and confirm reservations of regular guests
- Ensure VIP status and VIP amenities are correctly recorded in arriving reservations; you will process and produce amenities lists
- Ensure a smooth check in and check out for our guests when necessary, maintaining our thorough standards
- Maintain and build rapport with each individual guest, to build guest profiles in order to create memorable experiences
- Support the guest services manager and guest services executives with other administration tasks where necessary

**Entry Requirements**:

- Experience within a reception or front office environment, within a 4 or 5 star environment would be preferential
- Passion for highly personalised service
- Be a team player with good communication skills
- Ability to work in a high pressured environment
- Excellent attention to detail
- Strong customer care skills
- Ability to work under pressure
- Excellent attention to detail
- A high standard of personal presentation
- Confident, professional and welcoming personality
- Ability to deal with high profile clients in a professional manner

**Benefits Package**:
Here at Maybourne, we strive to reward our employees for the incredible work they do every single day. In return for your hard work and dedication we offer you:
**Financial Stability**
- Excellent salary package.
- Family Friendly company policies including enhanced Maternity and Paternity Pay.
- Holiday allowance increase after 3 and 5 years of service.
- Travel Season Ticket Loans.
- Pension Scheme*.

**Health and Wellbeing Support**
- Subsidised monthly Podiatrist and Masseuse treatments.
- Flu vaccination vouchers*.
- Eye test vouchers and contributions towards glasses*.
- 24-hour colleague assistance helpline.
- On and off-site Occupational Health Service.
- Death in Service salary contribution.
- Various wellbeing activities focused on mental and physical health.
- A complimentary state-of-the-art all-day dining staff restaurant serving a range of nutritious meals.

**Recognition and Career Development**
- Referral Scheme ‘Introduce a Star’.
- Instant colleague recognition and award programme with generous prizes.
- Colleague of the month nominations with generous prizes.
- Additional paid day off to celebrate your Birthday.
- Internal transfer and promotion opportunities.
- In-house training and development team with a strong focus on career progression and personal growth.
- Long service awards.

**Memorable experiences**
- Preferential room rates per overnight stay for yourself or your family across Maybourne.
- Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.
- 50% Food and Beverage discount* across Maybourne.
- Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children's Party, etc.

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