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11 months ago
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Guest Relations Executive


Edwardian Hotels
Location: London
Job type: Permanent
Sector: Front of House
Category: Concierge Jobs
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At the heart of Edwardian Hotels London is a simple founding belief, that from back of house to the boardroom we are all Hosts. Everyone is encouraged to express their individuality and initiative, and to bring their passion to work. (We may wear uniforms, but we don’t believe in uniformity.)

Everything we do is driven by a desire to exceed our guests’, clients and partners expectations. To surprise and delight. To make the time our guests choose to spend with us genuinely exceptional. So that even the shortest stay with us, will last long in their memory. Everyone who works here does this every day across our portfolio of brands, in highly prestigious locations in London and beyond.

For 40 years Edwardian Hotels London has built upon this ambition, and as a family owned company we’re proud of the freedom our independence gives us to grow our business on a relentless and memorable curve – upwards.

With an enviable collection of luxurious distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, EHL's vision is unique: To Be Memory Makers.

Being a Memory Maker as a Guest Relations Executive

In this role, you will become part of the Edwardian family and work within Front of House in Radisson Blu Edwardian Sussex

Guest Relations to focus their efforts on building and nurturing relationships with both internal and external customers with the end in mind to deliver unparalleled experiences. Ensuring administrative tasks are executed in a timely manner thus enabling teams to deliver service seamlessly.

Duties and Responsibilities

* Creates 100% guest satisfaction by providing the Radisson Blu Edwardian experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

* Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

* Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

* Provides Yes I Can genuine hospitality and teamwork on an ongoing basis

* Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

* Assists team in all aspects of guest arrivals, check-in and departure

* Gives personal attention, takes personal responsibility and uses teamwork to provide excellent guest service throughout the guest's stay

* On arrival, greets the guest in a pleasant manner and assumes responsibility to register and escort the guest to the room, providing assistance with luggage as necessary

* On departure, escorts guest from the room, assists with luggage and processes check out, as required

* Wears correct uniform and maintains company standards of appearance

* Handles cash payments and float in accordance with company standards

* Makes reservations, when necessary, in accordance with hotel's yield management practices

* Anticipates guests needs and ensures that all guests requirements during their stay are fulfilled in a way that makes them feel special, and maximizes hotel revenue

* Keeps current on, and promotes, hotel amenities, food and beverage outlets and services

* Assumes responsibility to gather information about each guest in order to update client database, and makes proactive use of guest details to provide a truly personal service

* Partner with Guest Relations Manager on in-house guest entertaining meet the team events

* Maintains and displays in-depth local knowledge, in order to WOW the guest and promote sales

* Researches local area facilities, which may be of help and interest to guests, and establishes working relations

* Responds to customer enquiries for information and arranges concierge services, as required by the guest

* Promotes guest feedback on Trip Advisor and Medallia

* Administer Guest Birthday cards and welcome back communications, together with monitoring daily in-house calls

* Performs other duties required to provide the service brand behavior and genuine hospitality

Key Requirements

Key Requirements

* Understands how to use IT applications: Opera, Caspro, Guest Plus, Medallia, Microsoft applications

* EHL Apps

* Local area knowledge

* Food and beverage product knowledge

* Good command of the English language

* Confident ability to communicate and establish rapport

We Believe In Developing and Delighting Our Hosts So You Will Receive:

* Competitive Salary

* Complimentary 2 night stay in a luxury Edwardian Hotel of your choice (after two years service)

* Preferential accommodation rates for all Edwardian Hotels for Hosts, friends and family

* Discounts on food and beverage up to 30% in all Edwardian restaurants and bars

* Discounts on Spas and beauty treatments

* Hot meals and salad bar, teas, coffees and juices provided each day

* Uniforms provided per role requirement

All Hosts must have valid permission to live and work in the United Kingdom. Verification of documentation will be undertaken as part of the recruitment process.
At the heart of Edwardian Hotels London is a simple founding belief, that from back of house to the boardroom we are all Hosts. Everyone is encouraged to express their individuality and initiative, and to bring their passion to work. (We may wear uniforms, but we don’t believe in uniformity.)

Everything we do is driven by a desire to exceed our guests’, clients and partners expectations. To surprise and delight. To make the time our guests choose to spend with us genuinely exceptional. So that even the shortest stay with us, will last long in their memory. Everyone who works here does this every day across our portfolio of brands, in highly prestigious locations in London and beyond.

For 40 years Edwardian Hotels London has built upon this ambition, and as a family owned company we’re proud of the freedom our independence gives us to grow our business on a relentless and memorable curve – upwards.

With an enviable collection of luxurious distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, EHL's vision is unique: To Be Memory Makers.

Being a Memory Maker as a Guest Relations Executive

In this role, you will become part of the Edwardian family and work within Front of House in Radisson Blu Edwardian Sussex

Guest Relations to focus their efforts on building and nurturing relationships with both internal and external customers with the end in mind to deliver unparalleled experiences. Ensuring administrative tasks are executed in a timely manner thus enabling teams to deliver service seamlessly.

Duties and Responsibilities

* Creates 100% guest satisfaction by providing the Radisson Blu Edwardian experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

* Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

* Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

* Provides Yes I Can genuine hospitality and teamwork on an ongoing basis

* Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

* Assists team in all aspects of guest arrivals, check-in and departure

* Gives personal attention, takes personal responsibility and uses teamwork to provide excellent guest service throughout the guest's stay

* On arrival, greets the guest in a pleasant manner and assumes responsibility to register and escort the guest to the room, providing assistance with luggage as necessary

* On departure, escorts guest from the room, assists with luggage and processes check out, as required

* Wears correct uniform and maintains company standards of appearance

* Handles cash payments and float in accordance with company standards

* Makes reservations, when necessary, in accordance with hotel's yield management practices

* Anticipates guests needs and ensures that all guests requirements during their stay are fulfilled in a way that makes them feel special, and maximizes hotel revenue

* Keeps current on, and promotes, hotel amenities, food and beverage outlets and services

* Assumes responsibility to gather information about each guest in order to update client database, and makes proactive use of guest details to provide a truly personal service

* Partner with Guest Relations Manager on in-house guest entertaining meet the team events

* Maintains and displays in-depth local knowledge, in order to WOW the guest and promote sales

* Researches local area facilities, which may be of help and interest to guests, and establishes working relations

* Responds to customer enquiries for information and arranges concierge services, as required by the guest

* Promotes guest feedback on Trip Advisor and Medallia

* Administer Guest Birthday cards and welcome back communications, together with monitoring daily in-house calls

* Performs other duties required to provide the service brand behavior and genuine hospitality

Key Requirements

Key Requirements

* Understands how to use IT applications: Opera, Caspro, Guest Plus, Medallia, Microsoft applications

* EHL Apps

* Local area knowledge

* Food and beverage product knowledge

* Good command of the English language

* Confident ability to communicate and establish rapport

We Believe In Developing and Delighting Our Hosts So You Will Receive:

* Competitive Salary

* Complimentary 2 night stay in a luxury Edwardian Hotel of your choice (after two years service)

* Preferential accommodation rates for all Edwardian Hotels for Hosts, friends and family

* Discounts on food and beverage up to 30% in all Edwardian restaurants and bars

* Discounts on Spas and beauty treatments

* Hot meals and salad bar, teas, coffees and juices provided each day

* Uniforms provided per role requirement

All Hosts must have valid permission to live and work in the United Kingdom. Verification of documentation will be undertaken as part of the recruitment process.
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