Guest Experience Executive - Night

The Hongkong and Shanghai Hotels, Limited; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A luxury hotel in London is seeking a Guest Experience Executive - Nights to enhance guest experiences during overnight hours. This role requires a background in hotel operations, exceptional communication, and the flexibility to handle night shift duties. You'll be responsible for managing service standards, coordinating with various departments, and ensuring guests receive a memorable stay. Competitive remuneration and benefits are offered.

Benefits

Market-leading remuneration

Service charge

Attractive benefits

Qualifications

• Experience in hotel operations with a management track record in a luxury hotel.
• High proficiency in computer applications, particularly in front office auditing.
• Passion for quality luxury service and positive adaptability.

Responsibilities

• Improve guest experiences at night by enhancing service standards.
• Manage operational challenges and ensure service recovery.
• Coordinate with departments to ensure room readiness for guests.

Skills

Exceptional communication skills

Flexibility under pressure

Time management and organization

Tools

Microsoft Office

Job description

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.

• 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.