Guest Relations Executive

Holiday Inn Kensington High Street; City of Westminster; On-site; GBP 25,000 - 30,000; Full time

Job summary

A major hotel chain in City of Westminster is seeking a VIP Service representative to ensure an exceptional experience for high-profile guests. Responsibilities include greeting guests, preparing for VIP arrivals, and addressing any complaints or requests professionally. The ideal candidate will possess strong customer service, communication, and problem-solving skills to create a memorable stay. Flexibility and attention to detail are key for success in this dynamic environment.

Benefits

Employee discounts

Meal allowances

Training and development opportunities

Qualifications

• Experience in a customer-facing role is preferred.
• Ability to stay calm under pressure.
• Professional appearance and demeanor.

Responsibilities

• Greet and assist guests in a courteous manner.
• Prepare for VIP arrivals and ensure their needs are met.
• Handle guest complaints using appropriate procedures.
• Collaborate with departments to ensure seamless guest experiences.

Skills

Customer service skills

Communication skills

Attention to detail

Problem-solving skills

Job description

VIP Service

• On a regular basis spend time in the lobby area to greet guests on arrival and departure, building contact with regular guests and corporate clients.
• Assist all guests in a sincere and courteous manner, wherever possible going the extra mile to ensure guest satisfaction.
• To ensure that a professional appearance and manner is shown to all visitors.
• Ensure the hotel team are correctly uniformed, in line with Kensington Close Hotel standard.
• Ensure the hotel public area is clean and report any faults immediately.
• Ensure compliance with all Front Office SOPs and Kensington Close Hotel Standards.
• Familiarise yourself with the 4-days in advance VIP arrivals list, check traces, keeping the list updated.
• Ensure full preparations have taken place for all the VIP arrivals each day.
• Prepare VIP list and communicate VIP arrivals to the relevant departments.
• Making sure that VIP gifts/welcome letters, notes/VIP amenities/room allocation/special requests are met.
• All VIPs are to be welcomed personally (or a courteous call must be followed).
• Where appropriate, escort the VIP guests to their room efficiently and courteously explain all the hotel facilities.
• At the start of every shift, thoroughly review the Arrivals List (e.g., special occasions/ 50th stays etc).
• Ensuring that guest requests are carried out as required i.e., room preference, transportation, F & B requirements, etc.
• Responsible for collecting Guest Comment Card, making sure any comments/complaints is updated accurately in Fidelio/Remarks and proactively address issues raised (complaints/compliments) to the Departments concerned.
• Liaise with F.O., F&B and Housekeeping so that they are fully aware of the VIP arrivals or (any past problem area).
• Be familiar with daily Meeting & Events so as to ensure that you are completely aware of the day's activities.
• Handle guest complaints in a calm and professional manner by using the L.E.A.R.N process and follow it up through Guest Response System.
• A VIP/Arrival summary must be done at the end of your shift, stipulating who has been met, any comments, and complaints.
• To be actively involved in the department of the whole hotel team in regard to customer service.
• To attend HOD/Ops meeting for the absence of GRE and carry out agreed actions.
• To act as hotel duty manager.

Sales and Revenue Costs and Efficiency

• To minimise wastage at all opportunities.
• To actively promote an energy efficient culture throughout the department.
• All departmental resources are monitored and controlled inline with departmental objectives.

Customer Relations

• To provide a friendly, efficient and courteous service to all guests using the hotel.
• To answer the telephone in a polite and efficient manner when dealing with both other team members and guests.
• To respond in a pro-active manner to guest feedback for positive and negative comments.
• To ensure personal presentation is of the highest standards at all times to project a professional image to clients.
• To ensure guests are provided with every service or facility they require during their stay and these are delivered to a consistent high level of service.
• To deal effectively with guest's complaints referring them to the Reception Manager when appropriate.

Operational Requirements

• To adhere to the cash and credit policies of the Hotel at all times.
• To fully support the rest of the reception team when necessary.
• To check guests in and out of the Hotel through the Hotel's Front Office System.
• To follow the shift procedures determined by the Front Office Manager.
• To take responsibility for the float whilst on shift, ensuring all security requirements are adhered to.
• To carry out guests' requests as appropriate.
• To adhere to the requirements of the Data Protection Act at all times. Computerised and manual storage systems are maintained in line with the Hotel procedures.
• To adhere to all Health and Safety Requirements as required by the Hotel.

General Responsibilities

• To adhere to all statutory requirements regarding fire, health and safety, hygiene.
• To carry out any reasonable instructions as directed by a manager and a shift leader.
• To maintain all standards in line with your department's standard operating procedures.
• To ensure that this job description is kept relevant and updated at all the times.
• To inform the Human Resources Manager of any changes, additions or deletions.
• From time to time to may be required to carry out duties outside the normal sphere of work as may be reasonable requested by management.
• To understand and adhere to all aspects of the Hotel policies and procedures.

Key Performance Indicators

• Customer Feedback.
• Shift procedures.
• 1:1 with Manager.