Luxury Guest Services & VIP Experience Lead

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

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.