Job Title: Guest Services Executive
Location(s): London (multiple sites)
Reporting to: General Manager
As the Guest Services Executive reporting to the General Manager, the primary responsibility is to oversee the entire customer journey from initial inquiry to check-out, ensuring an exceptional guest experience. Collaborating with the operations team, including housekeeping, maintenance, and third-party vendors, this role maintains the highest standards of customer service within our luxury serviced apartment brand.
Serve as Duty Manager for solo shifts, offering support to housekeeping and maintenance teams.
Act as the primary point of contact for guests, delivering prompt and exceptional customer service.
Conduct check-ins, check-outs, and apartment familiarization tours for clients.
Anticipate guest needs and provide proactive assistance, including helping with luggage and other requests.
Manage guest complaints, escalating issues when necessary.
Ensure cleanliness and maintenance standards are met, conducting pre-arrival apartment checks and maintaining communal areas.
Monitor and report maintenance issues as needed.
Coordinate with all associates for smooth apartment operations.
Act as a custodian for both buildings while on duty.
Handle incoming enquiries professionally, maximising occupancy rates and availability across all channels.
Cultivate and maintain strong relationships with guests, clients, bookers, travel agents, and colleagues, fostering new business opportunities.
Conduct show rounds for potential guests, bookers, and travel agents.
Assist in seeking new business opportunities, including price comparison and market-related activities.
Serve as a personal concierge, assisting guests with bookings for various services.
Perform administrative tasks, including daily handovers, issuing invoices, and updating company SOPs and apartment guides.
Maintain key control, contractor and supplier logs, and address outstanding job requests.
Ensure awareness of health and safety regulations and fire evacuation procedures.
Provide exceptional hospitality and communication skills, with a focus on high-end service.
Demonstrate strong customer service ethic, problem-solving skills, and attention to detail.
Possess knowledge of local hospitality, events, and activities.
Maintain a professional appearance and demeanour, with a calm and level-headed approach.
A Bachelor's degree is preferred, but not required.
The candidate for this role must prioritise the customer experience, consistently striving to exceed expectations and provide the highest level of service.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.