Guest Relations Coordinator- Guest Relations - Jumeirah Carlton Tower

Jumeirah Carlton Tower; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A luxury hotel in London is seeking a Guest Relations Coordinator to manage guest communication and preferences, ensuring a high standard of service. You will conduct VIP arrivals, handle guest inquiries, and address special requests creatively and efficiently. This role demands strong organizational skills and a proactive approach to problem-solving. Employees will enjoy generous benefits, inclusive work culture, and competitive salary with service charge and perks such as discounted hotel stays.

Benefits

Supportive work environment

Access to Learning & Development

Colleague discounts on food and beverages

Health care and insurance benefits

Extra holiday for significant birthdays

Meals on duty

Qualifications

• Experience in guest relations or hospitality is preferred.
• Ability to address guest inquiries and arrangements efficiently.
• Creative problem-solving skills will be valuable.

Responsibilities

• Manage guest communication and preferences effectively.
• Conduct VIP arrivals and ensure proper profiling.
• Coordinate flower and in-room setup orders.
• Address guest inquiries and upsell services.
• Resolve minor complaints and escalate complex issues.

Skills

Proactive

Problem solving

Organized

Creative

Detail orientated

Job description

About Jumeirah

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 31 properties, including 33 signature F&A restaurants, across the Middle East, Europe, Asia and Africa. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and luxury residences.

About Jumeirah Carlton Tower

Located in the heart of Knightsbridge, Jumeirah Carlton Tower is a landmark London address where heritage meets contemporary luxury. The hotel offers stunning views across the city, access to the private Cadogan Gardens, a variety of dining experiences, and a rooftop healthclub and spa with London’s largest naturally lit swimming pool.

About the Job

An opportunity has arisen for a Guest Relations Coordinator to join us at Jumeirah Carlton Tower. The main duties and responsibilities of this role are:

• Manage pre-arrival guest communication to identify preferences, special requests, and special occasions.
• Conduct VIP arrival screening and ensure accurate profiling in the system.
• Coordinate and place orders for flowers, amenities, and personalized in-room setups.
• Address guest inquiries and provide the latest information on the Hotel’s outlets, amenities, services and facilities whilst actively upselling and making reservations as necessary.
• Respond to any guest requests for particular services (e.g., directions, transportation, reservations, dry cleaning, celebrations, other) by making arrangements with the relevant departments and following up to ensure satisfaction.
• Resolve minor guest complaints and issues effectively, escalating more complex concerns to higher-level staff when necessary.

About you

The ideal candidate for this position will have the following experience and qualifications:

• Proactive
• Problem solving
• Organized
• Creative
• Detail orientated

About the Benefits

Besides generous F&A benefits and reduced hotel rates across our hotels globally, this role has excellent employee benefits making the role attractive to high performers and any applicant who like to associate her/himself with one of the most luxurious brands in the hospitality industry.

Benefits include -

• Supportive and inclusive work environment
• Access to Learning & Development programmes and clear career pathways
• Opportunities for internal mobility within our global network
• Colleague discounts on food, beverage, and hotel stays worldwide
• Health care and insurance benefits
• Competitive salary + excellent service charge
• Extra holiday for significant Birthdays (21.30.40. etc.)
• Jumeirah perks website access – discount
• Dry cleaning of uniform or Business attire
• Meals on duty