Guest Services Manager

Chuan Spa; West End; On-site; GBP 42,000 - 65,000; Full time

Job summary

The Langham, London is recruiting a Guest Services Manager to lead the Guest Services team, delivering 5* luxury service in the heart of London. You will ensure VIP experiences, manage guest relations, and collaborate with other departments to uphold the hotel’s prestigious standards.

Ideal candidates will have prior Guest Services experience, fluent English, strong communication skills, and a pro-active leadership style aligned with Langham’s commitment to excellence and guest satisfaction.

Qualifications

• Experience as Guest Services Manager or Assistant
• Excellent 5* luxury service knowledge
• Outstanding English communication, written and spoken
• Knowledge of a second language is advantageous
• Immaculate personal presentation and professional demeanour
• Proven ability to lead small to medium teams

Responsibilities

• Oversee day-to-day operation of the Guest Services department
• Oversee the preparation and delivery of VIP welcome cards and VIP amenities
• Resolve guest issues, complaints or requests and escalate as needed
• Supervise and manage the team; performance manage and develop
• Demonstrate expertise in Shiji and/or Opera PMS; keep guest profiles up to date
• Maintain close communication within the department and with other hotel departments
• Attend meetings with other departments or within Rooms Division as required

Skills

Customer service

Team leadership

English fluency

Communication

Tools

Shiji

Opera PMS

Job description

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

Located in the heart of London's West End, The Langham, London is Europe's first Grand Hotel and a Forbes 5-star property. You would work in a supportive environment that actively promotes innovation, collaboration, and personal growth. We are an environmentally conscious hotel that values sustainability, as well as diversity, inclusion and equality for all our colleagues.

The Langham, London; Europe’s first Grand Hotel is currently recruiting for a Guest Services Manager to join our talented Guest Service team. We are looking for a true hospitality professional, with the flair to deliver service at the highest level.

In the role of Guest Services Manager, your key focus will be to:

• oversee the day-to-day operation of the Guest Services department
• oversee the preparation and delivery of all VIP welcome cards and VIP amenities
• solve guest issues, complaints or requests when brought to the attention and escalated accordingly
• supervise and manage the team; performance manage, develop, help and ensure they have everything they need
• demonstrate expertise in the functionality of Shiji and/or Opera PMS and ensure all guest profiles are up to date
• maintain close communication within the department and with other hotel departments
• attend meetings with other departments or within Rooms Division as required

Do you have? -

• previous experience of working as a Guest Services Manager or an Assistant
• excellent customer service skills and a real understanding of 5* luxury environment service requirements
• excellent communication skills, in English language, both written and verbal
• knowledge of one other language (advantageous)
• immaculate personal presentation
• previous experience of managing and leading small to medium sized teams is essential
• hands-on, pro-active approach; taking personal responsibility and initiative to prevent or resolve problems
  For more information about the property, please visit:https://www.langhamhotels.com/en/the-langham/london/