Guest Communication Executive

The Peninsula London; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prestigious hotel in London seeks a Guest Communication Executive to manage all guest communications, reservations, and service requests. This critical role demands exceptional customer service skills and the ability to handle night shifts. Join a high-profile team providing memorable experiences in a luxury environment.

Benefits

Market-leading remuneration

Service charge

Attractive benefits

Qualifications

• Experience in customer service and reservations in a similar environment.
• Ability to work night shifts as needed.

Responsibilities

• Handle calls efficiently and provide excellent service.
• Maintain communication via email and guest feedback.
• Support night shift operational needs.

Skills

Customer service techniques

Proficient in hotel systems

Exceptional communication skills

Time management and organization

Flexibility under pressure

Tools

Microsoft Office

F&B systems

Job description

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.