Guest Relations

Role Overview

This opportunity is for an experienced Guest Relations professional at Millennium Hotel London Knightsbridge, a 4-star property in the Knightsbridge area of London. The position places a strong emphasis on guest satisfaction, smooth front office operations, and consistently high hospitality standards throughout the entire guest journey.

As part of the role, you will take charge of front office activities during allocated shifts, serve as a main contact for guests and VIPs, and help maintain excellent service delivery across the hotel.

Guest Experience and Service Focus

• Serve as the first point of contact for guests and VIPs and ensure each interaction reflects a high level of service.
• Handle guest comments, concerns, and service recovery quickly and professionally so issues are resolved effectively.

Operational Leadership

• Oversee the Front Office operation during assigned shifts and step in as Manager on Duty when needed.
• Guide the Front Office, Concierge, and Host teams to ensure brand standards, procedures, and service expectations are met consistently.

Cross-Functional Coordination

• Coordinate closely with Housekeeping, Food & Beverage, Maintenance, and Meeting & Events teams to support smooth day-to-day operations.
• Help ensure rooms are ready on time and events are delivered successfully through clear communication across departments.

Team Support and Development

• Coach, encourage, and support team members to build a positive, guest-centred working environment.
• Run shift briefings to keep the team aligned, informed, and working efficiently.

Compliance and Safety

• Ensure hotel policies, safety procedures, licensing rules, and emergency protocols are followed at all times.
• Take responsibility for incident handling and operational decisions while on shift.

About the Hotel and Group

The Millennium Hotel London Knightsbridge is a contemporary 4-star deluxe hotel located in one of London’s premier shopping destinations. It features 222 guest rooms, including Standard, Superior, Club, and Luxury Suite categories, and includes the Babette lounge bar with dining and terrace options.

Millennium Hotels and Resorts operates more than 120 hotels worldwide across several brand collections, offering strong potential for growth, promotion, and career progression within the group. The UK team also supports development through learning opportunities and the M Academy.

Additional Information

This employer is committed to equal opportunities. Applicants must already be eligible to live and work in the United Kingdom, and proof of eligibility will be required during recruitment. Successful candidates will also need to complete right-to-work verification using Trust ID scanners and software.

Rewards and Benefits

• Social events, wellbeing activities, and team initiatives
• Training and professional development
• Pension salary sacrifice option
• Career growth opportunities and salary reviews
• Interest-free season ticket loan
• One fully paid volunteer day each year, on top of annual leave
• Complimentary meals prepared by the hotel chefs
• Holiday entitlement that increases with length of service
• Worldwide accommodation discounts and 50% off food and beverage outlets
• Life assurance
• Recommend-a-friend scheme
• Real prospects for promotion and advancement within the industry