Guest Services & Concierge Manager

39 hours per week

The Royal Horseguards is a stunning 5 star hotel overlooking the River Thames, close to The Embankment and Trafalgar Square. The hotel has 282 bedrooms, restaurant, bar and terrace area as well as exceptional banqueting facilities at one of London's most prestigious conference and banqueting venues, One Whitehall Place.

The Role

Our Guest Services Manager are the principal point of contact for both staff and guests and are expected to deal with any situation that may arise with positivity and enthusiasm, so you are always on stage! If you are looking to progress your career within the hospitality industry, and want to join a company where you can really make that happen, then we want to hear from you. As Guest Services Manager you will be on the front line, providing the highest standards and service and taking ownership for potentially challenging guest queries to always deliver a positive outcome. You will be an integral part of the Front of House Team and the guest's journey. Ensuring that you are always in the right place at the right time to support guests and ensure their experience is seamless. Planning and organising memorable moments for guests that are celebrating a birthday, anniversary, their wedding or planning a proposal at the hotel. Communicating with the guest prior to arrival to ensure all their needs are met. Organizing theatre tickets, restaurant bookings, and any other reasonable requests and so much more.

What we look for

  • Guest focussed with a passion for great service and guest satisfaction.
  • Experienced line manager
  • Empathetic and able to build relationships with guests and colleagues
  • An open personality who is relaxed and natural in their interactions
  • Accurate with good attention to details
  • Able to create a positive first impression and be an ambassador for the brand and GLH
  • Can demonstrate commercial awareness within the context of their role
  • Can train and influence others to drive a guest ethos
  • Good knowledge of social media sites.

What's in it for you?

  • Great development opportunities
  • Discounted rates on hotel rooms, food and drink across the glh group
  • Interest free season ticket loans (conditions apply)
  • Access to a 24/7 Employee Assistance Program
  • Pension and Healthcare Schemes
  • Generous recommend a friend scheme
  • Apprenticeship (from Level 2 to Level 5)
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
  • Great Recognition program
  • ...and many more!