Guest Relations Executive

45 Park Lane; City of Westminster; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Complimentary stays

Discounts on F&B at Dorchester hotels

Private pension scheme & benefits

Apprenticeships & development

Job summary

45 Park Lane, part of the Dorchester Collection, invites a Guest Relations Coordinator to craft memorable guest experiences with energy, creativity and a passion for service. You’ll work closely with the Director of Guest Experiences to warmly welcome guests and maintain detailed guest profiles, ensuring personalised touches.

You will engage with guests to anticipate needs, coordinate VIP amenities, and support wellness initiatives across the hotel.

Qualifications

• Excellent verbal and written communication 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 OperaCloud.
• Positive and enthusiastic attitude.

Responsibilities

• Welcome guests warmly and professionally upon arrival.
• Collaborate with the Director of Guest Experiences to manage guest relations.
• Maintain a detailed view of guests, research and outreach as needed.
• Coordinate VIP amenities, welcome cards, flowers and in-room touches.
• Support activations and campaigns for VIP guests.
• Assist with guest transportation, bookings and local attractions.
• Communicate with hotel departments to ensure exceptional service.
• Review daily arrival lists and identify VIP/returning guests.
• Follow up on guest concerns and resolve issues with discretion.
• Assist with guest amenity planning alongside the Director of Guest Experience.
• Adhere to hotel policies and luxury service standards.

Skills

Verbal and written communication

Organisation & time management

Professional & confident manner

Interpersonal skills (emotional intell

Attention to detail

Multitasking under pressure

Confidential information handling

Office software proficiency (Outlook,

Positive and enthusiastic attitude

Tools

Outlook

Excel

OperaCloud

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.

What you’ll do

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.

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:

• Youwill work closely with the Director of Guest Experiences and support them in managingthe guest relations with our guests.
• You will be responsible for welcoming guestswarmly and professionally upon arrival at the hotel and create a positive first and last impressionthrough attentive and personalised service.
• Youwill engage with our guests and build lasting relationships whilst ensuringguests preferences are recognised.
• Apart of your responsibilities, you will be responsible for maintaining adetailed view of our guests. This will include researching guests,outreach to all guests, and ensuring teams are kept updated withpertinent information.
• Youwill be supporting the Director of Guest Experience in organising activationsand campaigns relates to out VIP guests.
• Youwill use your creativity to support the guest amenities planning alongwith the Director of Guest Experience.
• Youwill communicate professionally and efficiently with other departmentsand extended hotel team in order to ensure all guest have exceptionalservice.
• Youwill also be responsible for reviewing daily arrival lists and identifyVIP guests, returning guests and special occasions and coordinating VIPamenities, welcome cards, flowers and personalised in-room arrangements.
• Youwill be able to handle guest complaints with empathy, discretion andprofessionalism and followup with guests to ensure their concerns have been resolved.
• Youwill be a master in anticipating guest needs and providing tailoredexperience.
• Youwill be responsible for assisting with guests requests fortransportation, restaurant bookings, local attractions, and otherconcierge services.
• Youwill follow hotel policies, security procedures, and luxury servicestandards.

The items shared are the essence of a day in the life of a Guest Relations Coordinator, but we'll make sure you areprovided with specifics on how we care for our hotel. The operational hoursof work are shift-based and may be subjected to change.

What you’ll bring

• Excellentverbal and written communication skills in English.
• Organisationand time management skills.
• A friendly, confident, and professional manner.
• Strong interpersonal skills such as emotionalintelligence and adaptability.
• Excellent attention to detail and organisationalabilities.
• The ability to multitask and remain calm underpressure.
• Abilityto handle confidential information.
• Administrativeskills and office software competency including Outlook and Excel and OperaCloud.
• Positiveand enthusiastic attitude.

A flexible approach toworking shifts, including weekends and public holidays

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.

Compensation: Competitive salary