Guest Relations Coordinator

Dorchester Collection; London Borough of Croydon; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Complimentary stays

Food & beverage discounts

Pension scheme

Training & development

Social events

Well-being support

Job summary

Dorchester Collection's 53 Park Lane in Mayfair, London, seeks a Guest Relations Coordinator to deliver exceptional service and create memorable experiences for guests and VIPs. You will welcome guests, manage guest relations with warmth, coordinate personalised amenities, and collaborate with the Director of Guest Experiences and hotel departments to ensure flawless service.

The role emphasises energy, creativity and a proactive approach, with shift-based hours and opportunities to participate

Qualifications

• Excellent verbal and written communication skills in English.
• Organisation and time management skills.
• A friendly, confident, and professional manner.
• Strong interpersonal skills such as emotional intelligence and adaptability.
• Excellent attention to detail and organisational abilities.
• The ability to multitask and remain calm under pressure.
• Ability to handle confidential information.
• Administrative skills and office software competency including Outlook and Excel and Opera Cloud.
• A flexible approach to working shifts, including weekends and public holidays.

Responsibilities

• Welcome guests warmly and professionally upon arrival at the hotel and create a positive first and last impression through attentive and personalised service.
• Engage with guests and build lasting relationships whilst ensuring guests' preferences are recognised.
• Maintain a detailed view of guests, researching guests and outreach to all guests, ensuring teams are updated with pertinent information.
• Assist in organising activations and campaigns related to VIP guests.
• Support guest amenities planning in collaboration with the Director of Guest Experience.
• Communicate professionally with other departments to ensure exceptional service.
• Review daily arrival lists to identify VIP and returning guests and coordinate VIP amenities and in-room arrangements.
• Handle guest complaints with empathy, discretion, and follow-up to resolve concerns.

Skills

Excellent verbal and written English

Organisation & time management

Professional & confident manner

Interpersonal skills

Attention to detail

Multitasking

Confidential information handling

Office software (Outlook, Excel, Opera

Tools

Outlook

Excel

Opera Cloud

Job description

Join us as a Guest Relations Coordinator at 45 Park Lane, part of the Dorchester Collection recognised as one of ‘The Sunday Times Top 10 Best Places to Work for’ in 2024, 2025 and 2026. We continually strive to build and nurture a culture where inclusiveness is part of our DNA, reflected in our values of passion, personality, respect, working together, and creativity. We believe that a variety of perspectives enriches our culture and drives our success.

We care about your career and are known for having the absolute best people in the industry. When you join us as a Guest Relations Coordinator you start a unique opportunity to become celebrated as the very best in your field. You'll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.

Our Guest Relations Coordinator is the creative artist of our hotel! Entrusted with caring for every detailing at amenities planning at 45 Park Lane. Though skilfully trained, they never lose sight of their ultimate reasonability, to create lifelong memories for our guests.

What you’ll get

• Complimentary Stays: Enjoy complimentary stays with breakfast at Dorchester Collection Hotels every year.
• Discounts: Get 50% off food and beverages at selected bars and restaurants within the Dorchester Collection: Enjoy Friends & Family stay discounts out hotels, Benefit from discounts at various high street and online shops
• Employee Perks: Enrol from day 1 into our Private Pension scheme (we contribute 8% towards your pension); Benefit from Seasonal ticket loan, Rental deposit scheme, private financial advice, and Eye care vouchers.
• Training and Development: Advance in your career by accessing various apprenticeships from Level 2 to Hospitality Degree Level 5. We partner with outstanding nationally recognised Apprenticeship providers.
• Social Events: Participate in vibrant social events, including a summer party, winter ball, pub quizzes, and cultural and milestone recognition celebrations.
• Well-being Support: Access immediate well-being advice because we care about our employees.
• We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. If you need us to do anything to support you during the recruitment process (such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself), please do call People & Culture team on 02073197011 or email [e-mail] so that we can discuss how we can support you through this process.

What you’ll do

A day in the life of our Guest Relations Coordinator demands high levels of energy, creativity and passion. They need consistency even though the days are never alike; and creativity to tackle daily adventures.

You’ll love what you do and take pride in delighting our employees / guests:

• You will work closely with the Director of Guest Experiences and support them in managing the guest relations with our guests.
• You will be responsible for welcoming guests warmly and professionally upon arrival at the hotel and create a positive first and last impression through attentive and personalised service.
• You will engage with our guests and build lasting relationships whilst ensuring guests preferences are recognised.
• As part of your responsibilities, you will be responsible for maintaining a detailed view of our guests. This will include researching guests, outreach to all guests, and ensuring teams are kept updated with pertinent information.
• You will be supporting the Director of Guest Experience in organising activations and campaigns relates to out VIP guests.
• You will use your creativity to support the guest amenities planning along with the Director of Guest Experience.
• You will communicate professionally and efficiently with other departments and extended hotel team in order to ensure all guest have exceptional service.
• You will also be responsible for reviewing daily arrival lists and identify VIP guests, returning guests and special occasions and coordinating VIP amenities, welcome cards, flowers and personalised in-room arrangements.
• You will be able to handle guest complaints with empathy, discretion and professionalism and follow up with guests to ensure their concerns have been resolved.
• You will be a master in anticipating guest needs and providing tailored experience.
• You will be responsible for assisting with guests requests for transportation, restaurant bookings, local attractions, and other concierge services.
• You will follow hotel policies, security procedures, and luxury service standards.
• The items shared are the essence of a day in the life of a Guest Relations Coordinator, but we'll make sure you are provided with specifics on how we care for our hotel. The operational hours of work are shift-based and may be subjected to change.

What you’ll bring

Essential Skills and Experience

• Excellent verbal and written communication skills in English.
• Organisation and time management skills.
• A friendly, confident, and professional manner.
• Strong interpersonal skills such as emotional intelligence and adaptability.
• Excellent attention to detail and organisational abilities.
• The ability to multitask and remain calm under pressure.
• Ability to handle confidential information.
• Administrative skills and office software competency including
• Outlook and Excel and Opera Cloud.
• Positive and enthusiastic attitude.
  
• A flexible approach to working shifts, including weekends and public holidays.

Job Location

United Kingdom

Location

53 Park Lane, Mayfair W1K 1QA London

Who we are

Our Hotels

We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Our Hotels

We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Treasured by guests. Cherished by employees. Celebrated worldwide.

Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity.

If you need us to do anything to support you during the recruitment process, such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself, please email [e-mail] so that we can discuss how we can support you through the process. Please note that we will not be able to respond to individual enquiries about update

Reference

2021-2579

Reference

2021-2579