Guest Services Assistant

Jumeirah Carlton Tower; City Of London; On-site; GBP 23,000 - 28,000; Full time

Job summary

A luxury hospitality hotel in London seeks a Guest Services Assistant. This role includes answering calls, managing guest requests, and ensuring positive experiences. Successful candidates will provide courteous service and maintain schedule adherence. Join a supportive environment with comprehensive benefits and opportunities for growth.

Benefits

Supportive work environment

Colleague discounts on food and drinks

Health care benefits

Meals on duty

Qualifications

• Ability to ensure timely handling of guest requests.
• Maintain punctuality and proper uniform.
• Report incidents and ensure safety.

Responsibilities

• Answer incoming calls warmly and courteously.
• Handle and monitor guest requests via HotSOS.
• Ensure wakeup calls are executed efficiently.

Skills

Friendly and courteous communication

Time management

Monitoring guest satisfaction

Job description

About Jumeirah

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates a portfolio of 31 exceptional properties across 13 countries in the Middle East, Europe, Asia, and Africa. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and since then the brand has become known for its distinguished beachfront resorts, esteemed city hotels, and exclusive branded residences. Jumeirah is synonymous with Arabian luxury hospitality and the ability to craft distinctive, purposeful experiences for the world’s most discerning travellers.

About Jumeirah Carlton Tower

Located in the heart of Knightsbridge, Jumeirah Carlton Tower is a landmark London address where heritage meets contemporary luxury. The hotel offers stunning views across the city, access to the private Cadogan Gardens, a variety of dining experiences, and a rooftop health club and spa with London’s largest naturally lit swimming pool.

About the Job

An opportunity has arisen for a Guest Services Assistant to join us at Jumeirah Carlton Tower. The main duties and responsibilities of this role are:

• Responsible for the speedy and courteous answering of the incoming calls both internal and external in a warm and friendly tone.
• Entering of HotSOS guest requests and monitoring of response timing.
• Ensure that all requests are handled in a timely manner and to follow up with the guest ensuring satisfaction in service provided.
• Ensure all wakeup calls correctly input into PMS.
• Ensure all wakeup calls delivered on time and that the task is completed in PMS.
• Monitoring E-Butler chat system and responding within 30 seconds.

About You

• You would need to be fully aware of your work schedule and ensures adequate notice is given with circumstances when you are prevented from adhering to the schedule.
• Reports any incidents, complaints, suspicious persons, or safety hazards immediately.
• Ensure strict control is adhered to when receiving and returning keys.
• To report for duty punctually wearing the correct uniform / attire.
• Provide a friendly, courteous, and professional service at all times.

About the Benefits

At Jumeirah, we are dedicated to fostering a workplace where colleagues feel valued, supported, and inspired to grow. Our benefits package reflects this commitment by combining rewarding financial incentives, comprehensive healthcare, and opportunities for professional development.

Benefits include:

• Supportive and inclusive work environment
• Access to Learning & Development programmes and clear career pathways
• Opportunities for internal mobility within our global network
• Colleague discounts on food, beverage, and hotel stays worldwide
• Health care and insurance benefits
• Locally competitive salary and incentive structure
• Dry Cleaning of uniform or Business attire
• Meals on Duty
• Employee Assistance Program
• Wellness Benefits – Chiropodist, Flu Jabs, and more!