Guest Communication Executive

The Peninsula London; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading luxury hotel in London is looking for a Guest Communication Executive to manage all communications and reservations. The ideal candidate will have customer service experience, strong hotel knowledge, and exceptional communication skills. This role involves handling calls and emails, managing guest feedback, and working night shifts as needed. Join a prestigious team and enjoy a market-leading remuneration package.

Benefits

Market-leading remuneration

Attractive benefits

Opportunity to work with a highly experienced team

Qualifications

• Experience in customer service within a hotel environment is required.
• Knowledge of hotel operations and services is essential.
• Ability to work night shifts based on the business needs.

Responsibilities

• Handle all incoming calls efficiently and friendly.
• Maintain and respond to the email inbox in line with hotel services.
• Provide excellent guest feedback management and service recovery.

Skills

Customer service techniques

Proficiency in hotel systems

Exceptional communication skills

Time management

Adaptability

Tools

Microsoft Office

F&B systems

Job description

Guest Communication Executive

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.