Night Guest Communication Executive (Reservations)

The Peninsula London; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prestigious luxury hotel in Greater London is seeking a Night Guest Communication Executive to be the primary contact for all guest communications during night shifts. This integral role involves managing reservations, answering calls, and providing exceptional service for guest inquiries. The ideal candidate will have experience in customer service within a hotel setting, excellent communication skills, and a passion for quality service. Flexible night shift duties are required. Attractive benefits and remuneration are offered.

Benefits

Market-leading remuneration

Service charge

Attractive benefits

Experience with a high-profile team

Qualifications

• Experience with customer service techniques and reservations in a similar environment.
• High proficiency in relevant computer software applications, especially hotel systems.
• Exceptional communication skills and passion for luxury hotel service.

Responsibilities

• Handle all telephone calls efficiently and with friendly service.
• Maintain the email inbox and respond to guests.
• Manage guest feedback and ensure excellent service recovery.
• Support night-time reporting requirements.

Skills

Customer service techniques

Hotel systems proficiency

Microsoft Office

Communication skills

Time management

Organization

Job description

Night Guest Communication Executive (Reservations)

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.

Opportunities

• An exceptional opportunity to join our high‑profile flagship hotel in London
• Market‑leading remuneration, service charge, and attractive benefits
• Join our award‑winning group, working alongside a highly experienced team

Key Accountabilities

• Taking all telephone calls, both internal and external, and ensuring any requests are handled with efficiency and friendly service overnight.
• Ensuring maintenance of email inbox and responding 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 service 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...).

General Requirements

• 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.

We are delighted to receive your CV and will liaise with suitable candidates directly.