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Guest Relations Ambassador

2 months ago

London, Greater London, United Kingdom The Peninsula London Full time
Job Summary

The Peninsula London is seeking a highly skilled Guest Relations Executive to join our team. As a key member of our Guest Relations Team, you will be responsible for delivering exceptional guest experiences, ensuring impeccable service, and exceeding guest expectations.

Key Responsibilities
  • Manage the arrival and departure experiences for hotel guests, ensuring a heartfelt welcome and personalized service.
  • Resolve daily operational challenges for guests, including service recovery, continuous coverage, and efficient service delivery.
  • Maximize Room and Front Office revenue through initiatives such as room upselling.
  • Maintain close guest contact, manage guest feedback, and ensure elevated service recovery to exceed guest expectations.
  • Lead and develop the Guest Experience Executives, promoting a culture that aligns with our mission, vision, values, and core principles.
Requirements
  • Minimum 3 years of relevant experience in Front Office Operations 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, with the ability to adapt to changing situations.
  • Fluent English communication proficiency, with expertise in a second language desirable.
Benefits
  • Generous service charge distributed equitably to all colleagues.
  • Life Insurance.
  • Enhanced company contribution on pension plan.
  • Medical cash plans, including optical and dental coverage.
  • Enhanced maternity and paternity leave plan.
  • 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.
  • High street and online shopping discounts.
  • Rewards and recognition initiatives.
  • Dry cleaning for uniforms and work attire.