Guest Relations Coordinator

TN United Kingdom; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Relations Coordinator to enhance guest experiences at their London hotel. This dynamic role involves ensuring guest satisfaction, addressing queries, and collaborating with a dedicated team. The ideal candidate is passionate about customer service, possesses excellent communication skills, and thrives in a fast-paced environment. Join a forward-thinking company that values personal growth and offers a range of perks, including free stays and discounts across a global network of hotels. If you are enthusiastic about hospitality and eager to make a difference, this opportunity is perfect for you.

Benefits

Free night stays in UK hotels

50% discount in Accor Restaurants

Discounted hotel rates worldwide

Continuous learning with Accor Academy

Wellbeing support

Opportunities across 5000 hotels

Participation in sustainability initiatives

Qualifications

• Experience in guest relations in a high-standard hotel environment.
• Strong communication skills and ability to build rapport with guests.

Responsibilities

• Ensure guests receive excellent service and address feedback promptly.
• Assist in organizing meetings with long-stay guests and support the Front Office.

Skills

Customer Service

Communication Skills

Multitasking

Diplomacy

Education

Experience in Guest Relations at a 4*-5* hotel

Fluency in English

Job description

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Novotel London West Hotel is part of Accor, the leading global hospitality group. It is one of the largest conference and accommodation providers within Accor. The hotel provides the international business community with space for up to 3000 delegates across 33 meeting rooms. It accommodates both business and leisure guests in one of our 630 bedrooms.

Job Description
We are excited to be looking for a Guest Relations Coordinator to join our team. We are looking for someone who is experienced in this field and above all, we want someone who enjoys being part of a team, working with our clients and is enthusiastic, creative, and passionate about what they do!

In this diverse and challenging role, you will assist the Guest Relations Executives and Manager to ensure guests are completely satisfied with their stay and that the service they receive meets or exceeds their expectations. You will establish and develop personal contact with all our guests and be able to handle any guest queries or complaints promptly.

Responsibilities include:

1. To ensure all guests receive an excellent stay as per our hotel standards
2. To acknowledge and follow up on guest feedback and complaints with the relevant departments
3. To help to organize informal meetings with long stay guests
4. To assist the Guest Relations Manager with the development and implementation of VIP guest procedures
5. To be visible and available around the lobby area during busy times
6. To assist the Front Office team when busy
7. To encourage comments and feedback from guests, enabling us to maintain and improve standards

Qualifications:

1. Previous experience in Guest Relations in a 4*-5* hotel.
2. Fluent in written and spoken English
3. The ability to build rapport and communicate effectively with guests as well as team members and management
4. Excellent grooming and personal presentation
5. Diplomacy and self-control
6. A commitment to providing exceptional customer service
7. The ability to multitask and work under pressure
8. Flexibility in working hours is essential as you will be required to work hours as per business requirements, which may include evenings, weekends, and bank holidays.

Additional Information:

As part of our team you can have:

1. Free night stays in our UK hotels and 50% discount in any Accor Restaurant (T&C Applies)
2. Discounted hotel rates all over the world in Accor Hotels
3. Continuously learn and develop yourself with our Accor Academy
4. Support your wellbeing in your professional and personal lives
5. Grow your experience anywhere. Explore limitless opportunities across 5000 hotels in over 100 countries
6. Participate actively in initiatives to build a more inclusive and sustainable world
7. And many more benefits and perks: Our objective is simple: make you grow and give you the spark to unleash your personality