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Guest Communication Supervisor

2 months ago

South West London London, London, United Kingdom The Peninsula London Full time

The Peninsula London is seeking to hire a Guest Communications Supervisor to join the Team. Together with the Guest Communications Manager and Senior Guest Communication Supervisors, this role will play a key part in providing leadership, direction and support to our Guest Communications Executives, and develop a highly motivated team who can deliver high standards of service with a commercial mindset. The Guest Communications Team will be responsible for all communications with guests, including Rooms & F&B reservations, Room Service Orders and Spa.


  • 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

  • Exceed guest expectations with service, in keeping with the Peninsula Service Principles, focusing on the core principles. Look for improvement for better service standards with a general theme of anticipating the guests' needs.
  • Intricate knowledge of Rooms configuration/features and of the culinary offerings, with robust revenue generating strategies and initiatives to maximize both Rooms and F&B sales and revenues.


General requirements

  • Minimum 1-year experience in a similar role within Front Office or Reservations in a Luxury Hotel environment with similar standards and expectations.
  • Thorough knowledge of customer service needs and techniques, office management and good working knowledge of yielding strategies.
  • Excellent time management, organisational skills, highly adaptable with a focus on problem solving, naturally positive.
  • Fluent English communication proficiency. Expertise in a second language would be desirable.
  • Ensure that the team is building the foundation understanding the guest (while respecting their privacy) and knowing the guest in a truly personalized way.
  • Hire, develop, motivate, supervise, and performance manage department colleagues in maintaining a culture in compliance with mission, vision, values and core principles HSH.
  • 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.


At the Peninsula London, we look after:

Your financial wellbeing:

  • Excellent salary package
  • Generous service charge distributed equitably to all colleagues
  • Life Insurance
  • Enhanced company contribution on pension plan


Your medical care:

  • Medical cash plans including optical and dental coverage
  • Enhanced maternity and paternity leave plan


Your daily health routine:

  • State of the art heart of house facilities including a gym, fitness classes, relaxation room, contemplation room and nursing mothers room
  • Colleague restaurant with healthy and balanced 24/7 food offerings
  • On-site occupational health and safety nurse and wellbeing education sessions


Other perks:

  • High street and online shopping discounts
  • Rewards and recognition initiatives
  • Dry cleaning for uniforms and work attire


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


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