Guest Communication Executive

2 weeks ago

London, Greater London, United Kingdom HSH Full time £30,000 - £40,000 per year

The Peninsula London is pleased to announce that we are seeking a Guest Communication Executive that will report to the Guest Communications Manager and Supervisors. This role is a fundamental position at the heart of the hotel as the centre of all communications. Responsible for all the functions within the centre such as room and F&B reservations, switchboard management, connection, Room Service orders overnight, and Spa reservations overflow. The first point of telecommunications is to welcome and provide information alongside memorable experiences. 

  • An exceptional opportunity to join our high-profile flagship hotel in London
  • Market-leading remuneration, service charge, and attractive benefits 
  • Join our award-winning group, working alongside a highly experienced team

Key Accountabilities

  • Taking all telephone calls, both internal and external, and ensuring any requests are handled with efficiency and friendly service over day or night.
  • Ensuring maintenance of email inbox and respond to guests as per The Peninsula Services.
  • Intricate knowledge of the hotel, residences, and all services including events and culinary offerings.
  • Manage guest feedback and ensure elevated services recovery to exceed guest expectations, in keeping with the Peninsula Service Principles.
  • Support and execute the night time reporting requirements of the department (end of day, daily log...)
  • This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment.

General Requirements

  • Experience with customer service techniques and reservation within a similar work environment
  • High proficiency in relevant computer software applications especially Hotel systems, Microsoft Office, or any F&B systems.
  • Passion and appreciation of quality luxury hotel service with exceptional communication skills.
  • Excellent time management and organization, highly adaptable, naturally positive.
  • Flexibility and capability of working under pressure.

We are delighted to receive your CV and will liaise with suitable candidates directly.

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