Guest Relations Team Leader

13 hours ago

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

Guest Relations Team Leader - 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 Team Leader to join the Guest Relations Team in Jumeirah Carlton Tower. The main duties and responsibilities of this role are:

  • Act as the visible image of the Jumeirah Brand in the hotel lobby, embodying its values.
  • Oversee and ensure an exceptional guest experience throughout the guest journey, from arrival to departure.
  • Coordinate and escort VIP guests, ensuring a seamless experience from arrival to departure.
  • Ensure smooth and efficient operations of the Guest Relations team by overseeing daily tasks.
  • Ensure all procedures are followed meticulously, maintaining the highest levels of service.
  • Monitor team performance, provide constructive feedback, and implement improvement plans when necessary.
  • Set the standard for service excellence, acting as a mentor and role model for the team.
  • Gather guest feedback to identify areas for improvement and implement actionable solutions.
  • Assist with budgeting for the guest relations department.
  • Support the development and growth of the Guest Relations team members.

About You

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

  • Engaging with a passion for the hospitality industry.
  • Strong communication and interpersonal skills, both in-person and via phone.
  • Ability to maintain an approachable and positive demeanour in all interactions.
  • Proactive in handling guest requests and managing VIP relations.
  • Attention to detail with excellent organizational and time management skills.
  • Previous experience in a customer service or supervisory role within the hospitality industry.

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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