Guest Relations Executive

Auberge Resorts LLC; Greater London; Hybrid; GBP 27,000 - 38,000; Full time

Job summary

Cambridge House, part of the Auberge Collection, seeks a Guest Relations Executive to shape guest journeys from pre-arrival conversations to personalised in-stay experiences. You will provide warmth, creativity and precision in crafting London itineraries and coordinating special requests.

Collaborating with the Guest Relations Manager and House teams, you will help create a culture where individuality is celebrated and exceptional hospitality comes naturally as we prepare to open our doors in

Qualifications

• Excellent written and verbal communication
• Affinity for London’s arts, dining and culture
• Collaborative and mentorship mindset
• Comfort with guest-management systems such as Opera or similar

Responsibilities

• Curate pre-arrival journeys and personalise experiences
• Design bespoke London itineraries for guests
• Handle calls with warmth and professionalism
• Review guest profiles and VIPs to tailor service
• Coordinate personalised amenities with House departments
• Arrange reservations, experiences, transport and special requests
• Mentor the Guest Relations Coordinator and colleagues
• Contribute ideas to enhance Cambridge House guest experience

Skills

Exceptional communication

International clientele

London culture & experiences

Team mentorship

Digital platforms

Tools

Opera PMS

Job description

Company Description

Since 1756, Cambridge House has been the home where the Great and the Glorious gather. The storied Mayfair townhouse reawakens in 2026. The centuries old landmark, which has welcomed tastemakers and world shapers throughout its rich history, will be the capital’s most magnetic and vibrant gathering place and experience-driven luxury hotel. The imaginative renewal of this historic property at 94 Piccadilly will capture the spirit of London like no other, providing a captivating new Mayfair destination for Londoners and international visitors alike.

Set in the historic building which formerly housed the iconic In and Out military club, the 18th Century Georgian mansion and Grade 1-listed Palladian-style townhouse will be brilliantly reimagined as a 102-room hotel. Preserving its rich heritage while offering a harmonious blend of luxuriously private and vibrant social spaces replete with unique dining destinations and Auberge spa. It will also be home to an exclusive members club set to define the new pulse of modern London life.

For more information: auberge.com/cambridgehouse/

Follow Cambridge House, Auberge Collection on Instagram and Facebook @CambridgeHouseAuberge

Job Description

As a Guest Relations Executive at Cambridge House, you will shape each guest’s journey long before they step through our doors, transforming pre-arrival conversations into thoughtful, personalised experiences. From crafting bespoke London itineraries to coordinating special requests and carefully considered in-room amenities, you will bring warmth, imagination and precision to every detail.

Working closely with the Guest Relations Manager and team members across the House, you will help create a culture where individuality is celebrated and exceptional hospitality comes naturally. As we prepare to open our doors, you will play an important part in shaping the distinctive experiences and thoughtful touches that make Cambridge House truly unforgettable.

Key Responsibilities

• Curate a seamless pre-arrival journey, anticipating guest preferences and create personalised experiences that make every stay feel special.
• Design bespoke London itineraries, recommending exceptional dining, cultural experiences, shopping and hidden gems tailored to each guest’s interests.
• Manage internal and external telephone calls with warmth, professionalism, ensuring every interaction reflects the spirit of the House.
• Review daily reports, guest profiles and arrival information to identify VIPs, special occasions and outstanding requests, ensuring every detail is accurately communicated and actioned.
• Coordinate personalised amenities and special arrangements, working closely with In-Room Dining, Housekeeping, Culinary and other departments to ensure every detail is delivered seamlessly.
• Liaise with external partners and internal team members to arrange reservations, experiences, transport and special requests, creating a seamless guest journey.
• Mentor and support the Guest Relations Coordinator, sharing knowledge and encouraging thoughtful, personalised service.
• Contribute ideas and initiative to the development of Cambridge House’s guest experience, helping shape the service standards and distinctive traditions of the House.

Qualifications

• Exceptional communication skills, both written and verbal, with a polished, engaging manner and the confidence to connect with an international clientele.
• A genuine passion for London, its cultural scene, dining, arts and hidden treasures, with the curiosity to continually discover new experiences worth sharing.
• A collaborative and supportive approach, with the interpersonal skills to build trusted relationships, share knowledge and mentor fellow team members.
• Digital confidence and the ability to learn property management systems and guest communication platforms; experience with Opera or a similar system would be advantageous.
• Flexibility to work shifts including weekends and bank holidays.
• Right to work in the United Kingdom.

Additional Information

Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.

For more information: auberge.com

Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge