Guest Experience Executive - Night

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

Job summary

A luxury hotel group is seeking a Guest Experience Executive for the night shift in London. This role focuses on enhancing guest experiences, managing operational challenges overnight, and ensuring high service standards. Ideal candidates should have hotel management experience, excellent communication, and adaptability. Join a dedicated team offering outstanding service in a prestigious environment.

Benefits

Market-leading remuneration

Attractive benefits

Opportunity to work in a flagship hotel

Qualifications

• Experience in hotel operations in a similar position.
• Proven track record in management within a luxury hotel.
• High proficiency in front office auditing and accounting procedures.

Responsibilities

• Improve guest experiences at night according to Peninsula Service Principles.
• Handle night operational challenges and service recovery.
• Ensure all rooms are ready and maintained in excellent condition.

Skills

Exceptional communication skills

Time management

Adaptability

Tools

Microsoft Office

Job description

Overview

The Peninsula London is pleased to announce that we are seeking a Guest Experience Executive - Nights. This role is a fundamental position that offers high levels of service to our guests, visitors, and residents over night. Focusing on the arrival and departure experiences and the guest experience throughout their stay, offering impeccable service in line with our Peninsula Service Principles. We aim to ensure that all people feel like they belong and can have the ultimate experience, service with the personalised and attentive dedicated team to look after them.

What we offer

• 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

• Strives to continuously improving guest experiences at night and to live and breathe the Peninsula Service Principles. Seeks out improvement for better service standard and to anticipate guest needs
• Takes responsibility for night operational challenges within the Guest Experience Team, including service recovery, continuous coverage, and efficient service delivery
• Co-ordinates with the Rooms Controller, Housekeeping and Engineering to ensure all rooms are ready to be occupied and are maintained in excellent condition; ensures VIP rooms are ready for guest arrival and all respective amenities are setup accordingly
• Establishes close guest contact, Handles discounts and credits in accordance with policy and procedures.

General requirements

• Experience and knowledge of hotel operationsthrough a similar position, ideally with proven track record of management experience within a luxury hotel.
• High proficiency in relevant computer software applications especially Microsoft office with exceptional knowledge of front office auditing and accounting procedures.
• 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.
• 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.

We are delighted to receive your CV and will liaise with suitable candidates directly.

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