Guest Relations Executive

1 week ago

South West London, London, United Kingdom The Carlton Tower - Reception Full time

Guest Relations Executive - Jumeirah Carlton Tower

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 28 properties across the Middle East, Europe and Asia. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and luxury residences. From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.

Situated in the heart of Knightsbridge, one of Londons most exclusive neighbourhoods, Jumeirah Carlton Tower is the quintessential address in SW1 where heritage meets contemporary luxury. Featuring 186 beautifully appointed guest rooms, 87 of which have the fantastic benefit of a balcony, a rarity for the capital, enabling guests to take full advantage of the stunning views across London. The property also boasts the citys largest naturally lit swimming pool, situated at the impressive rooftop health club and spa, The Peak, access to the private Cadogan Gardens and destination French restaurant La Maison Ani.

About The Job

An opportunity has arisen for a Guest Relations Executive to join the Guest Relations Team in Jumeirah Carlton Tower. The main duties and responsibilities of this role are:

  • Serve as the visible representative of the Jumeirah brand in the hotel lobby, providing a warm, consistent, and genuine welcome to all guests and visitors.
  • Act as a storyteller, sharing unique elements of the Jumeirah experience and cultural or historical facts about the destination.
  • Maintain smooth operations by managing daily administrative duties and communicating key information to relevant teams.
  • Proactively engage with guests to ensure memorable experiences, obtaining feedback and addressing their needs.
  • Assist with guest requests such as reservations, directions, and special arrangements, ensuring follow-through for satisfaction.
  • Welcome and escort VIP guests, coordinating seamless check-ins, luggage delivery, and personalized services.
  • Regularly update and maintain guest profiles, ensuring all preferences and requests are documented and shared with relevant departments.
  • Handle guest relations tasks, including responding to online reviews and feedback, and ensuring guest satisfaction during their stay.
  • Support other teams, such as Front Office or Concierge, during busy periods to maintain high service standards.
  • Uphold company policies and standards, including health, safety, and grooming, while contributing to team productivity and effective operations.

About You

The ideal candidate for this position will have the following experience and qualifications:

  • Friendly, approachable, and engaging with a strong ability to connect with people from diverse backgrounds.
  • Knowledgeable and passionate about hospitality, with a keen interest in travel, culture, and the local area.
  • Excellent communication skills, both verbal and written, with fluency in English (additional languages are a plus).
  • Detail-oriented, organized, and able to handle multiple tasks while maintaining a high level of professionalism.
  • Adaptable and flexible, capable of working evenings, weekends, and holidays as needed.
  • Previous experience in luxury hospitality, with strong interpersonal skills and a proactive approach to guest service.

About The Benefits

  • 28 Holidays inclusive of Bank Holidays
  • Extra Holiday for significant birthday (21, 30, 40, etc.)
  • Life Insurance
  • Nest Pension
  • Jumeirah Perks Website Access Discounts
  • F&B and Spa Treatment Discounts
  • One and a half times pay for work during bank holidays
  • Dry Cleaning of uniform or Business attire
  • Meals on Duty
  • Employee Assistance Program
  • Wellness Benefits Chiropodist, Flu Jabs, and more
  • Taxi Service After Hours
  • Social Events & Recognition Programmes
  • Ongoing Training & Development
  • Wellness Benefits Chiropodist, Flu Jabs, and more
  • Taxi Service After Hours
  • Social Events & Recognition Programmes
  • Ongoing Training & Development
  • Company Sick Pay
  • Travel Card Season Ticket Loan
  • Live Your Guest Life Stay
  • Jumeirah Discounts Stays in other Hotels
  • Cycle Scheme
  • Internal Transfer Scheme
  • Eye Test & Discount for VDU Users
  • Dental Cash Back Plan
  • External Transfer Scheme
  • Group Pension Plan with enhanced contributions
  • Income Protection Scheme

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