Guest Relations Executive

Hotel Café Royal is a prestigious 5-star luxury hotel situated in the heart of Central London, next to Piccadilly Circus. With 159 elegant rooms and suites, 4 distinguished food & beverage outlets, and the award-winning Akasha Holistic & Wellbeing Spa, we are dedicated to providing an exceptional level of service and luxury. We are currently seeking a dedicated and passionate Guest Relations Executive to enhance our guest experience and maintain our high standards of hospitality. Hotel Café Royal enjoys an unrivalled setting on Regent Street where the elegance of Mayfair, energy of Soho and sophistication of St. James combine. It's where history, culture, business and the stage are just steps away. That's one reason why, for 150 years, people who make a difference have made their way through these doors. For Oscar Wilde and Muhammad Ali, Winston Churchill and David Bowie, David Chipperfield and Albert Adri, Hotel Café Royal has always been the vibrant living room of London, the place to convene, converse and celebrate. The Role: As a Guest Relations Executive , you will be the primary point of contact for our guests, responsible for ensuring their stay is comfortable and enjoyable. You will anticipate guest needs, address inquiries, and provide personalized service, helping to create memorable experiences that reflect the luxury of Hotel Café Royal. You will not only support the front desk team with the guest arrival and departure process, but also be in contact with our guests prior to arrival and post stay through via telephone and e-mail. An important aspect of your role is to provide accurate information to guests about the various facilities, services and events the hotel has to offer, lead show rounds, and assist with the supporting coordination and administration of these activities and more. Key Responsibilities: Greet and welcome guests upon arrival, providing a warm and friendly atmosphere. Proactively engage with guests throughout their stay, ensuring their needs are met and exceeding their expectations. Handle guest inquiries, requests, and complaints in a professional and timely manner, ensuring effective resolution and satisfaction. Collaborate with various hotel departments, including front office, housekeeping, and food & beverage, to coordinate guest services and special requests. Assist in managing VIP guests and special occasions, ensuring personalized attention and service. Maintain a thorough knowledge of hotel facilities, services, and local attractions to provide accurate information and recommendations to guests. Utilize Opera PMS (experience desirable) to manage guest profiles, preferences, and special requests efficiently. Monitor guest feedback through various channels and assist in implementing strategies to enhance service delivery. Support the front office team in managing check-in and check-out procedures, ensuring a seamless guest experience. Participate in team meetings and training sessions, contributing to a positive team environment and a culture of excellence. Requirements: Previous experience in a guest relations or front office role within a luxury hotel environment is desirable. Knowledge of Opera PMS is advantageous; training will be provided for candidates with relevant hospitality experience. Exceptional communication and interpersonal skills, with a strong focus on guest satisfaction. A proactive and service-oriented approach, with the ability to anticipate guest needs and deliver personalized service. Strong problem-solving skills, with the ability to handle challenging situations with professionalism and composure. Flexibility to work shifts on a rota basis (4 days on, 4 days off, 12-hour shifts between 8 am and 8 pm). A positive attitude and a passion for luxury hospitality. The Benefits: Pay of up to £32,000 Including Service Charge Access to heavily discounted friends and family rooms rates across the Set Hotels Two complimentary rooms nights per year in London, Paris or Amsterdam (after 1 year of employment) Up to 50% colleagues discount in all our food and beverage outlets Colleague wellness sessions in our Akasha spa each month including osteopath, podiatrist, yoga and fitness classes (as well as staff discounts on spa treatments) Regular social events, including our infamous Summer Party (August) and Black-Tie Annual Awards dinner (January) Christmas celebrations, including colleague lunch, childrens party and Christmas gift Automatic membership of the companys life assurance scheme from day one Generous discounts on retail and dining in Central London through the West End Club app Mental health support including Employee Assistance Programme (EAP) and mental health champions in all departments A variety of external benefits including gym discounts and free eye tests Cycle to work scheme and season ticket loan A wide range of both internal and external training and development programmes to support all of our colleagues career progression The usual bits and bobs such as free meals on duty, uniform laundry, pension & holiday. AMRT1_UKCT

Location: West London, GB

Posted Date: 1/16/2025