Guest Relations Executive

Maybourne; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Excellent salary package

Family friendly policies

Holiday allowance increase after 3 and

Travel Season Ticket Loans

Pension Scheme

Podiatrist and Masseuse treatments

Flu vaccination vouchers

Eye test vouchers

24-hour colleague assistance helpline

In-house dining staff restaurant

50% F&B discount

Awards and recognition programmes

Job summary

Claridge’s Guest Relations Executive in London will be at the heart of creating personalised guest experiences, delivering intuitive service and ensuring every stay is effortless and memorable. You will manage VIP communications, coordinate across departments and greet guests on arrival, including VIP and returning guests.

The role sits within Maybourne’s renowned Claridge’s team, known for timeless elegance, exceptional service standards, and career development opportunities in a fast-paced

Qualifications

• Have worked in a similar role, within a five star or fine dining environment.
• Provide intuitive service, with absolute understanding of our guests' needs to create exceptional service experiences, that result in lasting memories.
• Be a team player who is an avid learner who wants to be challenged and developed.
• Have a thorough understanding of Forbes and LQA Standards.

Responsibilities

• Check arrival reports for accuracy of reservation, guest history, billing information and profiles.
• Review VIP arrivals reports for the day and in advance.
• Coordinate VIP requirements and inform relevant departments.
• Ensure VIP status and amenities are recorded in arriving reservations.
• Review arrivals and departures daily to recognise high-value guests.
• Follow up pre-arrival emails, calls and questionnaires.
• Ensure pre-arrival requests are followed through.
• Meet and greet guests on arrival, especially VIP and returning guests.

Skills

Guest service

VIP handling

Team player

Learning mindset

Job description

We are seeking an exceptional Guest Relations Executive to join the team at Claridge’s.

Maybourne operates some of the world’s most extraordinary hotels, including Claridge’s, The Connaught, The Berkeley and The Emory in London, the Maybourne Beverly Hills and the Maybourne Riviera in the South of France, where exceptional experiences and stories of distinction are crafted that celebrate the design and character of every destination.

One of Maybourne's storied hotels is Claridge's, a place shaped by centuries of enduring artistry. A rich symphony of experience, where every moment unfolds with unforgettable flair. A place where tradition is treasured and history continues to inspire. For over two hundred years, those who choose Claridge’s for life’s finest moments become part of its brilliant legacy.

Claridge’s is a family of the best and brightest, proudly serving the best and brightest. The calibre of our staff is unparalleled, as are our esteemed guests. Our people are a manifestation of our ethos - generous, passionate and truly personal. Claridge’s is a place that invites you in, embraces you, and make your spirit soar.

Guest Services

Claridge’s Guest Relations department are at the centre of the hotel’s most personalised and meaningful moments. You will become a trusted host for our guests, crafting bespoke touches and ensuring every stay feels effortlessly exceptional. Our seasoned and accomplished team blend grace, intuition and genuine warmth as they discover new opportunities to elevate experiences and create stories of distinction every day for our guests.

As Guest Relations Executive you will be responsible for:

• To check arrival reports for accuracy of reservation, guest history, billing information and profiles.
• Conduct and review VIP arrivals reports for the day and in advance.
• On review of VIP arrivals select range of VIP’s to conduct VIP rooms and suites prior to arrival.
• Coordinate all VIP requirements and inform the relevant Departments.
• To ensure VIP status and VIP amenities are correctly recorded in arriving reservations.
• To review arrivals and departures on a daily basis, ensuring that the high-value guests are being recognised and amenity requirements are communicated to the appropriate departments for action.
• To support the coordinator in conducting “Pre-arrival” emails, calls and questionnaires, recording and informing with relevant requests.
• To ensure pre-arrival requests are being followed through and actioned.
• Meet and greet guests on arrival, especially VIP and returning guests.

Successful candidates for our Guest Relations Executive opportunity will:

• Have worked in a similar role, within a five star or fine dining environment.
• Provide intuitive service, with absolute understanding of our guests' needs to create exceptional service experiences, that result in lasting memories.
• Be a team player who is an avid learner who wants to be challenged and developed.
• Have a thorough understanding of Forbes and LQA Standards.

This is an exciting role for a talented individual who is looking for a new challenge and wants to join a fast paced and high performing hotel team renowned for their approach and delivery of unparalleled service.

Here at Maybourne, we strive to reward our colleagues for the incredible work they do every single day. In return for your hard work and dedication we offer you:

Financial Stability

• Excellent salary package.
• Family Friendly company policies including enhanced Maternity and Paternity Pay.
• Holiday allowance increase after 3 and 5 years of service.
• Travel Season Ticket Loans.
• Pension Scheme*.

Health and Wellbeing Support

• Subsidised monthly Podiatrist and Masseuse treatments.
• Flu vaccination vouchers*.
• Eye test vouchers and contributions towards glasses*.
• 24-hour colleague assistance helpline.
• On and off-site Occupational Health Service.
• Death in Service salary contribution.
• Various wellbeing activities focused on mental and physical health.
• A complimentary state-of-the-art all-day dining staff restaurant serving a range of nutritious meals.

Recognition and Career Development

• Referral Scheme ‘Introduce a Star’ where you can earn up to £1,500*.
• Instant colleague recognition and award programme with generous prizes.
• Colleague of the month nominations with generous prizes.
• Additional paid day off to celebrate your Birthday.
• Internal transfer and promotion opportunities.
• In-house training and development team with a strong focus on career progression and personal growth.
• Long service awards.

Memorable experiences

• Preferential room rates of £50 per overnight stay for yourself or your family across Maybourne.
• Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.
• 50% Food and Beverage discount* across Maybourne.
• Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children’s Party, etc.).
• Wedding and Baby gifts.
• Retirement functions.

*Terms and conditions apply to all benefits.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Timeless Elegance in Mayfair Step into the heart of Mayfair and discover Claridge’s, an Art Deco icon that has epitomised understated elegance since the 1850s. Renowned for impeccable service, timeless design, and inspiring dining, this storied hotel offers signature suites and rooms with soaring views across London. From landmark restaurants to hidden-gem bars, every detail—from Afternoon Tea to cocktail hour—stirs the senses. There are many five-star hotels in London but nowhere quite like Claridge’s.