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Guest Relations Ambassador

2 months ago

London, Greater London, United Kingdom Accor Full time
Job Title: Guest Relations Coordinator

At Novotel London West Hotel, part of the leading global hospitality group Accor, we are seeking a skilled Guest Relations Coordinator to join our team.

About the Role

We are looking for an experienced professional who can provide exceptional customer service and ensure that our guests receive a memorable stay. As a Guest Relations Coordinator, you will be responsible for establishing and developing personal contact with all our guests, handling guest queries and complaints, and assisting the Guest Relations Manager with the development and implementation of VIP guest procedures.

Key Responsibilities
  • Ensure all guests receive an excellent stay as per our hotel standards
  • Acknowledge and follow up on guest feedback and complaints with the relevant departments
  • Help to organize informal meetings with long stay guests
  • Assist the Guest Relations Manager with the development and implementation of VIP guest procedures
  • Be visible and available around the lobby area during busy times
  • Assist the Front Office team when busy
  • Encourage comments and feedback from guests, enabling us to maintain and improve standards
Requirements
  • Previous experience in Guest Relations in a 4*-5* hotel
  • Fluent in written and spoken English
  • The ability to build rapport and communicate effectively with guests as well as team members and management
  • Excellent grooming and personal presentation
  • Diplomacy and self-control
  • A commitment to providing exceptional customer service
  • The ability to multitask and work under pressure
  • Flexibility in working hours is essential as you will be required to work hours as per business requirements, which may include evenings, weekends and bank holidays
What We Offer
  • Free night stays in our UK hotels and 50% discount in any Accor Restaurant (T&C Applies)
  • Discounted hotel rates all over the world in Accor Hotels
  • Continuously learn and develop yourself with our Accor Academy
  • Support your wellbeing in your professional and personal lives
  • Grow your experience anywhere. Explore limitless opportunities across 5000 hotels in over 100 countries
  • Participate actively initiatives to build a more inclusive and sustainable world