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Hotel Café Royal is a luxury 5-star hotel in the heart of Central London, next to Piccadilly Circus. With 159 rooms and suites, four exceptional food & beverage outlets, and the award-winning Akasha Holistic & Wellbeing Spa, we are committed to delivering outstanding hospitality and personalized service to every guest.
The Role:
We are seeking an Assistant Guest Relations Manager to support the Guest Relations Manager in ensuring seamless and exceptional guest experience. This role is central to creating memorable moments, managing VIP arrivals, and leading a team dedicated to exceeding guest expectations. You will collaborate with multiple departments to ensure that every stay is personalized, smooth, and unforgettable.
Key Responsibilities:
- Support the Guest Relations Manager in leading, mentoring, and inspiring the Guest Relations team to uphold the highest service standards.
- Deliver seamless and personalized check-in and check-out experiences for all guests.
- Take the lead in preparing for and personally welcoming VIP guests, ensuring their preferences and requests are fulfilled.
- Create personalized and memorable experiences for VIPs and special guests by anticipating their needs and exceeding expectations.
- Coordinate with multiple departmentsincluding Front Office, In-Room Dining, Pastry, Housekeeping, and Groups & Eventsto ensure a flawless guest experience.
- Maintain accurate guest profiles, ensuring preferences and past interactions are recorded and utilized for future stays.
- Proactively address guest feedback and complaints, ensuring swift and satisfactory resolutions that enhance guest experiences.
- Monitor guest satisfaction scores and implement improvements as needed.
- Support the training and professional development of the Guest Relations team, fostering a culture of excellence.
- Maintain a strong presence in the lobby, acting as a key point of contact for guests and ensuring their needs are met.
- Provide exceptional Butler Service, offering personalized assistance and attention to detail.
- Meet and greet VIP guests at breakfast and throughout the hotel, ensuring their stay is seamless and enjoyable.
Requirements:
- Previous experience in Guest Relations and Front Office in a luxury hospitality environment.
- A passion for delivering outstanding guest service and creating memorable experiences.
- Strong leadership and people management skills, with experience in mentoring and training a team.
- Excellent communication and interpersonal skills, with the ability to build strong guest relationships.
- Highly organized with exceptional attention to detail, ensuring every guest touchpoint is seamless.
- Ability to handle pressure and manage multiple priorities in a fast-paced luxury environment.
- Experience using Opera or similar hotel reservation systems is desirable.
- Flexibility to work 4 days on, 4 days off, 12-hour shifts, including weekends and public holidays.
The Benefits:
- Pay of up to £38,000 including Service Charge
- Access to heavily discounted friends and family rooms rates across the Set Hotels
- Two complimentary rooms nights per year in London, Paris or Amsterdam (after 1 year of employment)
- Up to 50% colleagues discount in all our food and beverage outlets
- Colleague wellness sessions in our Akasha spa each month including osteopath, podiatrist, yoga and fitness classes (as well as staff discounts on spa treatments)
- Regular social events, including our infamous Summer Party (August) and Black-Tie Annual Awards dinner (January)
- Christmas celebrations, including colleague lunch, childrens party and Christmas gift
- Automatic membership of the companys life assurance scheme from day one
- Generous discounts on retail and dining in Central London through the West End Club app
- Mental health support including Employee Assistance Programme (EAP) and mental health champions in all departments
- A variety of external benefits including gym discounts and free eye tests
- Cycle to work scheme and season ticket loan
