Luxury Guest Services Manager | VIP Guest Experience

The Langham London; Greater London; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Discretionary Service Charge

28 days holiday

Wagestream salary advance

Complimentary accommodation at Langham

Staff meals on duty

Company pension plan

Job summary

The Langham, London is seeking a Guest Services Manager to lead our Guest Services team, delivering 5* luxury service and ensuring VIP experiences for distinguished guests. You will oversee daily operations, VIP amenities, and staff development, while maintaining seamless collaboration with other hotel departments.

The role requires prior guest services leadership, exceptional English communication, and a proactive, hands-on approach to resolving guest needs.

Qualifications

• Guest Services Manager or Assistant experience required.
• Excellent customer service in a 5* luxury environment.
• Fluent English (written and spoken).
• Knowledge of an additional language is advantageous.
• Immaculate personal presentation.
• Experience leading small to medium teams is essential.
• Hands-on, proactive approach to prevent or resolve problems.

Responsibilities

• Oversee day-to-day operation of the Guest Services department.
• Oversee the preparation and delivery of VIP welcome cards and amenities.
• Resolve guest issues or requests and escalate as needed.
• Supervise and develop the team; manage performance.
• Maintain communication within the department and with other hotel departments.
• Attend meetings with other departments or Rooms Division as required.

Skills

Guest services experience

Customer service excellence

Team leadership

Communication (English)

Additional language

Immaculate presentation

Proactive problem solving

Tools

Shiji system

Opera PMS

Job description

The Langham, London is seeking a Guest Services Manager to lead our Guest Services team, delivering 5* luxury service and ensuring VIP experiences for distinguished guests. You will oversee daily operations, VIP amenities, and staff development, while maintaining seamless collaboration with other hotel departments.

The role requires prior guest services leadership, exceptional English communication, and a proactive, hands-on approach to resolving guest needs.