Guest Services Executive

Permanent
39 hours per week

The Royal Horseguards is a stunning 5 star hotel overlooking the River Thames, close to The Embankment and Trafalgar Square. The hotel has 282 bedrooms, restaurant, bar and terrace area as well as exceptional banqueting facilities at one of London's most prestigious conference and banqueting venues, One Whitehall Place.

The Role

Your main task as Guest Services Executive at The Royal Horseguards hotel would be to deliver a great guest experience every day and to ensure colleagues in all departments support this mission.

MAIN DUTIES

  • Work alongside the front office team to ensure that arrival & departure experience is friendly and efficient.
  • Respond to guest feedback on tripadvisor, booking.com , expedia and all other relevant channels.
  • Actively organize, oversee and maintain high levels of service within designated areas.
  • Ensure that all opportunities are taken both to promote glh products to our guests and increase customer base.
  • Keep up to date with all guest satisfaction metrics and key themes, work with the Guest Services Manager to improve GRI, NPS and response rates for the hotel. Be present and provide support as required across departments in the hotel (e.g. Reception during busy checking in/out, Restaurant during breakfast).
  • Deal with Guest complaints/compliments and make compensatory allowances within agreed limits.
  • Carry out other duties/tasks including VIP and regular guest recognition, profile updates and pre-check-in amenity arrangement and distribution.

What we look for

  • We are looking for a personality who will laugh and cry with our guests. For someone, who will look after everyone in The Royal Horseguards hotel like they would look after their friends or family members when visiting London. Some key skills:
  • Guest focused with a passion for great service and a drive for guest satisfaction.
  • Comfortable in a front facing role -Empathetic and able to build relationships
  • An open personality who is relaxed and natural in their interactions
  • Accurate, organized with good attention to detail and able to multi-task
  • Creates a positive first impression and is an ambassador for the brand and GLH
  • Demonstrates commercial awareness within the context of their role
  • Has excellent standard of written and spoken English
  • Previous experience in Guest services and/or Opera PMS preferable but not essential

What's in it for you?

  • Great development opportunities
  • Discounted rates on hotel rooms, food and drink across the glh group
  • Interest free season ticket loans (conditions apply)
  • Access to a 24/7 Employee Assistance Program
  • Pension and Healthcare Schemes
  • Generous recommend a friend scheme
  • Apprenticeship (from Level 2 to Level 5)
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
  • Great Recognition program
  • ...and many more!