Night Guest Communication Executive (Reservations)

HSH Group / The Peninsula Hong Kong; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A prestigious luxury hotel in London seeks a Night Guest Communication Executive to manage guest communications overnight. Responsibilities include handling calls, managing feedback, and maintaining service standards. The ideal candidate has strong customer service skills, a proficiency in hotel systems, and a passion for luxury hospitality. Flexibility for night shifts is essential.

Qualifications

• Experience in customer service in a hotel or similar setting.
• Proficient in relevant computer software applications.
• Exceptional communication skills with a passion for luxury service.

Responsibilities

• Handle telephone calls and guest requests efficiently.
• Maintain email inbox and respond to guest inquiries.
• Knowledge of hotel services and events.

Skills

Customer service techniques

Reservation systems

Communication skills

Time management

Adaptability

Tools

Hotel systems

Microsoft Office

Job description

Night Guest Communication Executive (Reservations)

Business Unit: The Peninsula London

Location: London

Overview

The Peninsula London is pleased to announce that we are seeking a Night Guest Communication Executive that will report to the Guest Communications Manager and Supervisors. This role is a fundamental position at the heart of the hotel as the centre of all communications. Responsible for all the functions within the centre such as room and F&B reservations, switchboard management, connection, Room Service orders overnight, and Spa reservations overflow. The first point of telecommunications is to welcome and provide information alongside memorable experiences.

Responsibilities

• Taking all telephone calls, both internal and external, and ensuring any requests are handled with efficiency and friendly service over night.
• Ensuring maintenance of email inbox and respond to guests as per The Peninsula Services.
• Intricate knowledge of the hotel, residences, and all services including events and culinary offerings.
• Manage guest feedback and ensure elevated services recovery to exceed guest expectations, in keeping with the Peninsula Service Principles.
• Support and execute the night time reporting requirements of the department (end of day, daily log...)

Qualifications

• Experience with customer service techniques and reservation within a similar work environment.
• High proficiency in relevant computer software applications especially Hotel systems, Microsoft Office, or any F&B systems.
• Passion and appreciation of quality luxury hotel service with exceptional communication skills.
• Excellent time management and organization, highly adaptable, naturally positive.
• Flexibility and capability of working under pressure.
• This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment.