Assistant Manager - Guest Relations

The Peninsula London is excited to announce we are seeking an enthusiastic Assistant Manager - Guest Relations to complete our Guest Relations Team. Together with the Guest Relations Management, Director of Front Office and Director of Rooms, provide leadership, direction and support to the Front Office to develop a highly motivated team who can deliver high standards of service in all areas including commercial returns, with focus on The Peninsula Service Principles.

This role will responsible for the complete guest journey for the hotel guests, to ensure impeccable service, with a focus on a heartfelt welcome, weigtless and waitless experiences, exceptional selections for each guest, the invisible touch and bespoke sense of home.

• 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

• Responsible for the efficient and smooth operations of the arrival and departure experiences, ensuring impeccable service to hotel guests, with a focus on the guests, a heartfelt welcome and personalised experiences.


• Take overall site responsibility for daily operational issues within the Guest Relations (GR, Butlers and Lobby Ambassadors) including accurate scheduling, service recovery, continuous coverage and efficient service delivery. 


• Manage rooms ambassadors, butlers and guest relations executive teams and ensure guest preferences are collected and saved in the guest profiles in order to improve the personalisation of the guest stays.


• Lead morning briefings, tag VIP guests, meet guests throughout the stay, inspect rooms prior to arrival and during the stay to gather preferences and enhance the guest profiles, and act as hotel point of contact to enhance the guest experience and create a loyal clientele.


• Hire, develop, motivate, supervise, and coach department employees in maintaining a culture in compliance with mission, vision, values, and HSH core principles. 

General requirements

• Minimum 2 year’s relevant experience in Front Office Operation within a luxury international property


• Thorough knowledge of customer service needs and a good working knowledge of operational finance procedures


• Excellent time management and organizational skills, highly adaptable and naturally positive


• Fluent English communication proficiency, expertise in a second language would be desirable

We are delighted to receive your CV and will liaise with suitable candidates directly.