Guest Relations Exectuive

Mandarin Oriental; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in luxury hospitality is seeking a Guest Relations Executive to join their Front Office team. This entry-level position is perfect for those passionate about delivering exceptional guest experiences and creating lasting impressions. The role emphasizes warm, personalized service and the ability to anticipate guest needs, ensuring satisfaction throughout their stay. With a commitment to employee growth and wellness, this position offers a unique opportunity to thrive in a supportive environment while working in one of the most luxurious hotels in London.

Benefits

Learning & Development programs

MOstay program

Health & Colleague Wellness initiatives

Retirement plans

Paid Charity Day

Increased holiday entitlement

Employee Assistance Programme

Qualifications

• Exceptional guest service skills and a warm, welcoming demeanor.
• Ability to anticipate guest needs and preferences.

Responsibilities

• Deliver exceptional guest service from pre-arrival to post-stay.
• Act as a brand ambassador, creating comfort and warmth for guests.

Skills

Customer Service

Communication Skills

Problem Solving

Education

High School Diploma

Hospitality Management Degree

Job description

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Mandarin Oriental Mayfair, London is looking for a Guest Relations Executive to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental Mayfair, London is the newest jewel which has opened in the heart of Mayfair. It’s another world; an oasis of calm in the heart of the city, with the most attentive service. A world that’s all about our guests.

About The Job

Based at Mandarin Oriental Mayfair, London within the Front Office department, the Guest Relations Executive is responsible for ensuring overall guest satisfaction. Acting as an ambassador for the brand and delivering warm and personalised experiences to our guests.

Responsibilities include:

1. Delivering exceptional guest service from pre-arrival to post-stay, ensuring all guest preferences and requests are attended to.
2. Being a Mandarin Oriental Mayfair ambassador, having lobby presence, and anticipating guest needs.
3. Ensuring service delivery aligns with Mandarin Oriental standards, policies, and training.
4. Acting as a brand ambassador, creating a feeling of comfort, warmth, and care.
5. Welcoming guests and visitors warmly, leaving a lasting impression.
6. Maintaining proper grooming and managing daily handovers to assist with in-house guests, VIPs, and other services.

Our commitment to you

• Learning & Development programs tailored for career growth.
• MOstay program offering complimentary nights and attractive rates worldwide.
• Health & Colleague Wellness initiatives to support work-life balance.
• Retirement plans based on service and role.
• One paid Charity Day annually.
• Holiday entitlement increases with service, up to 33 days.
• Access to Employee Assistance Programme.

Sustainability & Diversity

We are committed to sustainability, environmental protection, and fostering an inclusive culture where all colleagues are treated fairly and with respect.

Eligibility

Applicants must have the right to work and live in the UK, with documented evidence required during recruitment.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Business Development and Sales
• Industry: Hospitality