Guest Communication Executive

The Hongkong and Shanghai Hotels, Limited; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prestigious hotel in London is seeking a Guest Communication Executive to manage communications, including phone and email inquiries. This role requires excellent customer service skills and the ability to work night shifts, ensuring guest satisfaction. Knowledge of hotel services and systems is essential for success in this position.

Benefits

Market-leading remuneration

Service charge

Attractive benefits

Qualifications

• Experience with customer service in a similar environment.
• Proficient in hotel management software and MS Office.
• Passion for luxury hotel service and exceptional communication skills.

Responsibilities

• Handle all internal and external telephone calls efficiently.
• Maintain email inbox and respond to guest inquiries.
• Manage guest feedback to exceed expectations.
• Execute night shift duties as required.

Skills

Customer service techniques

Communication skills

Time management

Adaptability

Tools

Hotel systems

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.