Guest Experience Concierge

45 Park Lane; City of Westminster; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Complimentary stays

Discounts on F&B at Dorchester hotels

Private pension scheme & benefits

Apprenticeships & development

Job summary

45 Park Lane, part of the Dorchester Collection, invites a Guest Relations Coordinator to craft memorable guest experiences with energy, creativity and a passion for service. You’ll work closely with the Director of Guest Experiences to warmly welcome guests and maintain detailed guest profiles, ensuring personalised touches.

You will engage with guests to anticipate needs, coordinate VIP amenities, and support wellness initiatives across the hotel.

Qualifications

• Excellent verbal and written communication in English.
• Organisation and time management skills.
• A friendly, confident, and professional manner.
• Strong interpersonal skills such as emotional intelligence and adaptability.
• Excellent attention to detail and organisational abilities.
• The ability to multitask and remain calm under pressure.
• Ability to handle confidential information.
• Administrative skills and office software competency including Outlook and Excel and OperaCloud.
• Positive and enthusiastic attitude.

Responsibilities

• Welcome guests warmly and professionally upon arrival.
• Collaborate with the Director of Guest Experiences to manage guest relations.
• Maintain a detailed view of guests, research and outreach as needed.
• Coordinate VIP amenities, welcome cards, flowers and in-room touches.
• Support activations and campaigns for VIP guests.
• Assist with guest transportation, bookings and local attractions.
• Communicate with hotel departments to ensure exceptional service.
• Review daily arrival lists and identify VIP/returning guests.
• Follow up on guest concerns and resolve issues with discretion.
• Assist with guest amenity planning alongside the Director of Guest Experience.
• Adhere to hotel policies and luxury service standards.

Skills

Verbal and written communication

Organisation & time management

Professional & confident manner

Interpersonal skills (emotional intell

Attention to detail

Multitasking under pressure

Confidential information handling

Office software proficiency (Outlook,

Positive and enthusiastic attitude

Tools

Outlook

Excel

OperaCloud

Job description

45 Park Lane, part of the Dorchester Collection, invites a Guest Relations Coordinator to craft memorable guest experiences with energy, creativity and a passion for service. You’ll work closely with the Director of Guest Experiences to warmly welcome guests and maintain detailed guest profiles, ensuring personalised touches.

You will engage with guests to anticipate needs, coordinate VIP amenities, and support wellness initiatives across the hotel.