Guest Relations Ambassador

3 weeks ago

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

Company Overview: Novotel London West Hotel is part of Accor, a leading global hospitality group. With 33 meeting rooms and 630 bedrooms, we provide space for up to 3000 delegates and accommodate both business and leisure guests.

Job Description:

We are seeking an experienced Guest Relations Coordinator to join our team. The ideal candidate will be enthusiastic, creative, and passionate about delivering exceptional customer service.

In this diverse and challenging role, you will assist the Guest Relations Executives and Manager to ensure guests receive an excellent stay, exceeding their expectations. You will establish personal contact with guests, handle queries and complaints, and assist with 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 relevant departments
  • Help organize informal meetings with long stay guests
  • Assist the Guest Relations Manager with 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
  • Ability to build rapport and communicate effectively with guests, team members, and management
  • Excellent grooming and personal presentation
  • Diplomacy and self-control
  • Commitment to providing exceptional customer service
  • Ability to multitask and work under pressure
  • Flexibility in working hours, including evenings, weekends, and bank holidays
Benefits:
  • Free night stays in UK hotels and 50% discount in any Accor Restaurant (T&C Applies)
  • Discounted hotel rates worldwide in Accor Hotels
  • Continuous learning and development opportunities with Accor Academy
  • Support for wellbeing in professional and personal lives
  • Opportunities to grow and explore across 5000 hotels in over 100 countries
  • Participation in initiatives to build a more inclusive and sustainable world

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