Guest Communication Supervisor

The Peninsula London; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

The Peninsula London is offering an exciting opportunity for a Guest Communications Supervisor. In this pivotal role, you will lead a dynamic team providing exceptional service and support, ensuring high standards in guest communications across all departments. Join a prestigious hotel recognized for its excellence in hospitality.

Benefits

Generous service charge

Medical cash plans

Enhanced maternity and paternity leave

High street and online shopping discounts

Life Insurance

Qualifications

• Minimum 1-year experience in a similar luxury hotel role.
• Thorough knowledge of customer service needs and techniques.
• Expertise in a second language desirable.

Responsibilities

• Lead and support Guest Communications Executives.
• Provide exceptional guest service aligned with Peninsula Service Principles.
• Ensure team understands and personalizes guest needs.

Skills

Excellent time management

Organisational skills

Fluency in English

Problem solving

Customer service knowledge

Job description

Social network you want to login/join with:

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.

Ideally situated in the heart of Belgravia, with views over Hyde Park Corner and Wellington Arch, The Peninsula London occupies one of the city’s most prestigious addresses. The newly built hotel, impeccably designed to harmonise with surrounding heritage buildings is just moments away from the city’s most iconic attractions, including Three Royal Parks, Buckingham Palace, Harrods, and Big Ben. Its 190 light-filled guest rooms and suites have been exquisitely designed by Peter Marino; its gathering spaces include several world-class restaurants and bars, including Brooklands helmed by Michelin-starred Chef Director Claude Bosi; the idyllic Peninsula Spa, and a luxury retail arcade.