Guest Experience Executive

The Kensington; Greater London; On-site; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Holiday allowance up to 25 days

Free meals on duty

Discounted hotel rates

Training for personal development

Cycle to work scheme

Life Insurance and Company Pension

Job summary

The Doyle Collection's Kensington hotel in London is seeking a Guest Relations Executive to join our Front Office team, delivering a warm welcome and outstanding service throughout the guest stay.

As the first contact for guests, you will handle arrivals and departures, guest requests, room allocations and collaborate with Housekeeping and other departments to exceed expectations. Flexibility to work evenings, weekends and holidays is required.

Qualifications

• Experience in luxury hotel Front Office, Guest Services or Reception.
• Passion for hospitality and delivering exceptional guest service.
• Excellent communication and interpersonal skills.
• Strong attention to detail and organisational ability.

Responsibilities

• Deliver warm, professional and personalised service to all guests.
• Manage check-in/check-out procedures efficiently.
• Handle guest enquiries and requests promptly and effectively.
• Maintain accurate guest profiles, reservations and registration details.
• Upsell hotel services and room categories where appropriate.
• Collaborate with Housekeeping, Concierge and other departments to enhance the guest experience.
• Resolve guest concerns confidently and escalate issues when required.
• Ensure cash, billing and payment procedures are completed accurately.
• Maintain knowledge of the hotel, local area and current promotions.

Skills

Guest relations

Front Office

Communication

Attention to detail

Shift flexibility

Tools

MS Office

Hotel systems

Job description

Contract: Permanent
Salary: Excellent salary & benefits

Are you passionate about delivering exceptional guest experiences and creating memorable moments? We are looking for a Guest Relations Executive to join our Front Office team and play a key role in ensuring every guest receives a warm welcome and outstanding service throughout their stay.

As the first point of contact for many of our guests, you will be responsible for providing a seamless arrival and departure experience, responding to guest requests, managing room allocations and guest preferences, and working closely with departments across the hotel to exceed expectations at every opportunity.

Key Responsibilities

• Deliver a warm, professional and personalised service to all guests.
• Manage guest check-in and check-out procedures efficiently.
• Handle guest enquiries and requests promptly and effectively.
• Maintain accurate guest profiles, reservations and registration details.
• Upsell hotel services and room categories where appropriate.
• Work closely with Housekeeping, Concierge and other departments to enhance the guest experience.
• Resolve guest concerns confidently and escalated issues when required.
• Ensure all cash, billing and payment procedures are completed accurately.
• Maintain excellent knowledge of the hotel, local area and current promotions.

What We're Looking For

• Previous experience in a luxury hotel Front Office, Guest Services or Reception role.
• A genuine passion for hospitality and delivering exceptional guest service.
• Excellent communication and interpersonal skills.
• Strong attention to detail and organisational ability.
• A positive, proactive and professional attitude.
• Ability to remain calm and efficient in a busy environment.
• Confidence using hotel systems and Microsoft Office.
• Flexibility to work shifts, including evenings, weekends and public holidays.

The Perks of working for The Doyle Hotel:

• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

The Kensington, London

The Kensington is set in one of London's most desirable locations, surrounded by museums and walking distance from the shops of South Kensington and Knightsbridge. A luxury hotel with an ambience reminiscent of a private members club, 150 individually designed rooms and suites, Town House restaurant and K Bar, make it the perfect hidden spot.

The Doyle Collection

The Doyle Collection is a carefully curated collection of eight Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC, Cork and Bristol. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.