Guest Relations Executive
Millennium Hotels UK/EU - Careers
London, England, United Kingdom · Full Time
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- Experience
- Any
- Salary
- GBP 30,000 – GBP 30,000 / year
- Openings
- 1
- Posted
- 3 days ago
- Work mode
- In office
- Eligibility
- Applicants should be suitable for a full-time, onsite guest relations role in a hotel environment and able to work in London, England. The role is open to candidates with the skills and experience needed to support front office operations and premium guest service.
- Resume
- Required to apply
Where you'll work
Job description
Role overview
The Chelsea Harbour Hotel is seeking an upbeat, energetic Guest Relations Executive to oversee front office activity and take ownership of the guest experience across the hotel. The role calls for someone who enjoys creating standout moments, works with strong attention to detail, and delivers highly personalised service.
What you will do
- Act as the main point of contact for guests, especially VIPs, and help maintain strong service, satisfaction, and loyalty levels.
- Support guests before arrival, during their stay, and after departure with proactive communication and assistance.
- Coordinate guest-related communication across the hotel and work with other departments in a prompt and professional manner.
- Look after suite guests, long-stay guests, and guests celebrating special occasions.
- Welcome and host guests and VIPs, building relationships that encourage repeat business.
- Review and respond to social media posts and both internal and external guest feedback within 48 hours, while identifying opportunities for service improvement.
- Track, communicate, and follow up on guest complaints.
- Keep guest profiles and history records accurate and up to date.
- Monitor the hotel’s return-guest ratio and help strengthen guest loyalty.
- Refresh and uphold VIP programme standards and regularly evaluate its performance.
- Help ensure the lobby maintains the right appearance, atmosphere, and service level.
- Support the Front Office team with check-ins and check-outs during peak times.
- Promote the hotel’s facilities to guests and visitors.
- Assist with hotel show-rounds.
Skills and experience needed
- Comfortable handling several tasks at once in a busy environment.
- Working knowledge of Opera.
- Strong guest-service and communication skills.
- Warm, approachable, and professional manner.
- Adaptable and flexible with changing priorities.
- Composed under pressure.
- Focused and detail-oriented.
Benefits
- Social events, wellbeing initiatives, and team activities.
- Learning and development support.
- Optional Cash Health Plan cover.
- Pension salary sacrifice scheme.
- Career progression opportunities and salary reviews.
- Interest-free season ticket loan.
- One fully paid volunteer day each year, in addition to annual leave.
- Complimentary meals prepared by the hotel chefs.
- Holiday entitlement that increases with length of service.
- Discounted accommodation worldwide and 50% off food and beverage outlets.
- Life assurance.
- Refer-a-friend reward scheme.
Key information
Salary: £30,000 per annum
Location: SW10 0XG, London, England, United Kingdom
About the group
Millennium Hotels and Resorts operates more than 120 hotels across the world. Its portfolio is organised into distinct collections, including Leng's Collection, M Social Collection, Millennium Collection, Copthorne Collection, and The Biltmore. The group offers clear brand identities along with real scope for career growth and promotion within the hospitality industry.