Guest Experience Executive - Night

The Peninsula London; Greater 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 the night shift. The successful candidate will be responsible for managing night operations, ensuring all rooms are prepared for guests, and delivering exceptional service aligned with luxury standards. Candidates should have experience in hotel operations, excellent communication and organizational skills, and a passion for high-quality service. This role requires flexibility to work night shifts as needed.

Benefits

Market-leading remuneration

Service charge benefits

Attractive benefits

Qualifications

• Experience in a similar position, ideally in a luxury hotel.
• High proficiency in relevant computer software.
• Passion for quality service and hospitality.

Responsibilities

• Improve guest experiences and live the Peninsula Service Principles.
• Handle night operational challenges including service recovery.
• Ensure readiness of VIP rooms and respective amenities.

Skills

Experience in hotel operations

Proficiency in Microsoft Office

Exceptional communication skills

Time management

Adaptability

Ability to work under pressure

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 operations through 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.