Guest Relations Ambassador

3 weeks ago

London, Greater London, United Kingdom Accor Full time

Novotel London West Hotel is part of Accor, the leading global hospitality group. It is one of the largest conference and accommodation providers within Accor.

The hotel provides the international business community with space for up to 3000 delegates across 33 meeting rooms. It accommodates both business and leisure guests in one of our 630 bedrooms.

We are looking for a Guest Relations Coordinator to assist the Guest Relations Executives and Manager to ensure guests are completely satisfied with their stay and to ensure the service they receive meets or exceeds their expectations.

The successful candidate will establish and develop personal contact with all our guests and be able to handle any guest queries or complaints promptly.

Key Responsibilities:

  • To ensure all guests receive an excellent stay as per our hotel standards
  • To acknowledge and follow up on guest feedback and complaints with the relevant departments
  • To help to organize informal meetings with long stay guests
  • To assist the Guest Relations Manager with the development and implementation of VIP guest procedures
  • To be visible and available around the lobby area during busy times
  • To assist the Front Office team when busy
  • To 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

Benefits:

  • 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

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