Guest Communication Executive

HSH Group / The Peninsula Hong Kong; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An exceptional opportunity awaits at a high-profile flagship hotel in London, where you will play a crucial role in guest communications. As a Guest Communication Executive, you will be the first point of contact for guests, ensuring memorable experiences through efficient service. This role requires a passion for luxury hospitality, exceptional communication skills, and the ability to thrive under pressure. Join a prestigious team dedicated to excellence, where your contributions will directly enhance guest satisfaction and service quality. If you are ready to make a significant impact in a vibrant environment, this position is perfect for you.

Benefits

Market-leading remuneration

Service charge

Attractive benefits

Working alongside a highly experienced team

Qualifications

• Experience in customer service within a luxury hotel environment.
• Proficient in hotel management software and Microsoft Office.

Responsibilities

• Handle all telephone calls and manage guest requests efficiently.
• Maintain email communications and respond to guest inquiries.

Skills

Customer Service Techniques

Reservation Management

Communication Skills

Time Management

Adaptability

Tools

Microsoft Office

Hotel Systems

F&B Systems

Job description

The Peninsula London is pleased to announce that we are seeking aGuest Communication Executivethat 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.

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