Job Information
Dubai Holding Guest Relations Executive - Jumeirah Carlton Tower in London, United Kingdom
Guest Relation Executive – Jumeirah Carlton Tower
About Jumeirah & the Hotel:
For more than two decades, Jumeirah Group, a member of Dubai Holding, has been making a distinct mark on the global hospitality market with its unwavering Stay Different™ brand promise. Its award winning destinations, including the iconic Burj Al Arab Jumeirah, position service beyond expectations, signature dining experiences and artful surroundings at the heart of every guest experience.
Today, Jumeirah operates a world-class portfolio of 26 properties across the Middle East, Europe and Asia, and employs over 9,000 colleagues, representing over 120 nationalities. As Jumeirah continues to expand its global portfolio and scale up its operations to the next level of growth, we remain fully committed to developing and empowering our colleagues to excel in world-class environments. Jumeirah is committed to embedding equality, diversity and inclusion in all its practices, embracing a culture that celebrates diversity.
Situated in the heart of Knightsbridge, one of London’s most exclusive neighbourhoods, Jumeirah Carlton Tower is the quintessential address in SW1 where heritage meets contemporary luxury. Featuring 186 beautifully appointed guest rooms, 87 of which have the fantastic benefit of a balcony, a rarity for the capital, enabling guests to take full advantage of the stunning views across London. The property also boasts the city’s largest naturally lit swimming pool, situated at the impressive rooftop health club and spa, The Peak, access to the private Cadogan Gardens.
About the Job:
An opportunity has arisen for a Guest Relation Executive to join us at Jumeirah Carlton Tower. The main duties and responsibilities of this role are:
To handle the administrational duties of the Guest Relations Operation and to ensure effective communication to the business on a daily basis, updating with all and any important information that will assist the Hotel Operation and improve the guest stay experience.
Be the life and soul of the lobby/public areas, creating a positive environment and maintaining and engaging, approachable, helpful and friendly demeanor to colleagues and guests alike.
Acknowledge, greet, welcome, engage & initiate genuine adaptive conversation with guests and visitors facilitating the smooth operation of the lobby, obtaining feedback and assisting in creating memorable guest experiences.
Provide historical and cultural facts of the destination and be a story teller for Jumeirah and the unique hotel differentiators / interesting facts.
Respond to any guest requests for particular services (e.g., directions, transportation, reservations, dry cleaning, celebrations, other) by making arrangements with the relevant departments and following up to ensure satisfaction.
To meet and escort all arriving VIP guests to their rooms, ensuring that their needs are met, their luggage swiftly sent to their rooms and that they are checked-in in a courteous and efficient manner without delay.
Allocate, arrange and order amenities on a daily basis for all necessary guests in accordance with their status to the hotel and ensure co-ordination with the Room Service at all times.
Maintain a detailed record of all in-house VIP and significant guests, updating on a regular basis and communicating such to the Hotel Operation for the ultimate benefit of the guest stay experience.
Carrying out courtesy calls to in-house VIP and significant guests to ensure guest satisfaction is guaranteed throughout the guest’s stay, recording all relevant information obtained during said conversations and carrying out the necessary follow up required.
Actively engage with guests (future guests, present guests, past guests and potential guests) via email in everyday communications, following up on any requests and necessary and provide guests with the correct information in accordance with the hotel’s policies and procedures.
About you:
The ideal candidate for this position will have the following experience and qualifications:
Previous experience in the hospitality industry, preferably in a luxury hotel environment, with a strong understanding of guest service standards and expectations.
Demonstrated track record of providing exceptional customer service, with the ability to anticipate guest needs and exceed their expectations.
Excellent verbal and written communication skills, with the ability to interact confidently and professionally with guests from diverse backgrounds and cultures.
Strong problem-solving skills and the capacity to resolve guest issues and complaints effectively and efficiently, ensuring guest satisfaction and retention.
Meticulous attention to detail in all aspects of guest interactions, from handling reservations and check-ins to arranging special requests and amenities, ensuring a seamless and personalized experience.
Ability to multitask and thrive in a fast-paced environment, with the flexibility to adapt to changing priorities and guest needs while maintaining composure and professionalism.
About the Benefits:
Besides generous F&B benefits and reduced hotel rates across our hotels globally, this role has excellent employee benefits making the role attractive to high performers and any applicant who like to associate her/himself with one of the most luxurious brands in the hospitality industry. This includes…
Competitive salary + excellent service charge
28 holidays inclusive of Bank Holidays
Extra holiday for significant Birthdays (21.30.40. etc.)
Life insurance
Next pension
Jumeirah perks website access – discount
F&B and Spa treatment discount
Lieu day if you work on Bank Holidays
Dry cleaning of uniform or Business attire
Meals on duty
Employee assistance programs
Wellness benefits – Chiropodist, Flu jabs, and more!
Taxi service after hours
Social events & recognitions programs
Ongoing training & development
Weeding/Baby gift
Cycle scheme
Internal transfer scheme
Eye test and discount for VDU users
Dental cash back plan
External transfer scheme