Guest Communication Executive

The Peninsula London is pleased to announce that we are seeking a Guest Communication Executive that will report to the Guest Communications Manager and Supervisors. This role conduct all functions within the Guest Communication Centre (PABX, F&B Reservations, In Room Dining orders overnight, Spa reservations overflow. It needs to make sure to maintain and improve The Peninsula Service Principles and to ensure maximum revenue contribution. Ensuring that excellent services, customer skills and service recovery and implemented.

• 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

• Ensuring that special requests and arrangements for guests are communicated to the concerned departments. Follow up on any guest requests by utilizing the correct systems, such as PenChat and HotSOS

• Intricate knowledge of all the systems utilized

• Intricate knowledge of the hotel, features and of the culinary offerings, with robust revenue generating strategies and initiatives to maximise F&B sales

• Ensuring proper inventory control of F&B seating in close collaboration with the Director of F&B and the F&B Management team

• Handling no show and cancellations in Rooms and F&B in accordance with policy and procedures

• Managing guest feedback and ensure elevated services recovery to exceed guest expectations, in keeping with The Peninsula Service Principles

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.