Guest Relations Executive
at Edwardian Hotels London - Careers Site

Date Posted: 08/01/2019

Job Description

 

 

Corporate/Radisson Blu Edwardian Grafton/ 10385_25760_RFT_R02

 


At the heart of Edwardian Hotels London is a simple founding belief, that from back of house to the boardroom we are all Hosts. Everyone is encouraged to express their individuality and initiative, and to bring their passion to work. (We may wear uniforms, but we don’t believe in uniformity.)

Everything we do is driven by a desire to exceed our guests’, clients and partners expectations. To surprise and delight. To make the time our guests choose to spend with us genuinely exceptional. So that even the shortest stay with us, will last long in their memory. Everyone who works here does this every day across our portfolio of brands, in highly prestigious locations in London and beyond.

For 40 years Edwardian Hotels  London has built upon this ambition, and as a family owned company we’re proud of the freedom our independence gives us to grow our business on a relentless and memorable curve – upwards.

With an enviable collection of luxurious distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, EHL's vision is unique: To Be Memory Makers.

Being a Memory Maker as a Guest Relations Executive

In this role, you will become part of the Edwardian family and work within Front of House in Radisson Blu Edwardian Grafton

Guest Relations to focus their efforts on building and nurturing relationships with both internal and external customers with the end in mind to deliver unparalleled experiences. Ensuring administrative tasks are executed in a timely manner thus enabling teams to deliver service seamlessly.



 Duties and Responsibilities

Creates 100% guest satisfaction by providing the Radisson Blu Edwardian experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

Provides Yes I Can genuine hospitality and teamwork on an ongoing basis

Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

Assists team in all aspects of guest arrivals, check-in and departure

Gives personal attention, takes personal responsibility and uses teamwork to provide excellent guest service throughout the guests stay

On arrival, greets the guest in a pleasant manner and assumes responsibility to register and escort the guest to the room, providing assistance with luggage as necessary

On departure, escorts guest from the room, assists with luggage and processes check out, as required

Wears correct uniform and maintains company standards of appearance

Handles cash payments and float in accordance with company standards

Makes reservations, when necessary, in accordance with hotels  yield management practices

Anticipates guests needs and ensures that all guests requirements during their stay are fulfilled in a way that makes them feel special, and maximizes hotel revenue

Keeps current on, and promotes, hotel amenities, food and beverage outlets and services

Assumes responsibility to gather information about each guest in order to update client database, and makes proactive use of guest details to provide a truly personal service

Partner with Guest Relations Manager on in-house guest entertaining and meet the team events

Maintains and displays in-depth local knowledge, in order to WOW the guest and promote sales

Researches local area facilities, which may be of help and interest to guests, and establishes working relations

Responds to customer enquiries for information and arranges concierge services, as required by the guest

Promotes guest feedback on Trip Advisor and Medallia

Administer Guest Birthday cards and welcome back communications, together with monitoring daily in-house calls

Performs other duties required to provide the service brand behavior and genuine hospitality



Key Requirements

 

Key Requirements

Understands how to use IT applications: Opera, Caspro, Guest Plus, Medallia, Microsoft applications

EHL Apps

Local area knowledge

Food and  beverage product knowledge

Good command of the English language

Confident ability to communicate and  establish rapport



 We Believe In Developing and Delighting Our Hosts So You Will Receive:

  • Competitive Salary
  • Complimentary 2 night stay in a luxury Edwardian Hotel of your choice (after two years service)
  • Preferential accommodation rates for all Edwardian Hotels for Hosts, friends and family
  • Discounts on food and beverage up to 30% in all Edwardian restaurants and bars
  • Discounts on Spas and beauty treatments
  • Hot meals and salad bar, teas, coffees and juices provided each day
  • Uniforms provided per role requirement

All Hosts must have valid permission to live and work in the United Kingdom. Verification of documentation will be undertaken as part of the recruitment process.

 

Job Snapshot

About Us

Welcome to Edwardian Hotels London.

Edwardian Hotels London is a collection of luxury hotels in central London, Heathrow, and Manchester. Our hotels provide luxury without pretension. Individually designed rooms, the latest technology, new meeting spaces, chic restaurants and bars and service that focuses on every detail of your stay, so that you do not have to.

With an enviable collection of distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, Edwardian Hotel's vision is unique: To Be Memory Makers.