Guest Relation Coordinator

Novotel London West Hotel is part of Accor, the leading global hospitality group. It is one of the largest conference and accommodation providers within Accor. The hotel provides the international business community with space for up to 3000 delegates across 33 meeting rooms. It accommodates both business and leisure guests in one of our 630 bedrooms.

Job Description

We are excited to be looking for a Guest Relations Coordinator to join our team. We are looking for someone who is experienced in this field and above all, we want someone who enjoys being part of team, working with our clients and is enthusiastic, creative and passionate about what they do!

In this diverse and challenging role you will assist the Guest Relations Executives and Manager to ensure guests are completely satisfied with their stay and to ensure the service they receive meets or exceeds their expectations. You will establish and develop personal contact with all our guests and be able to handle any guest queries or complaints promptly.

Responsibilities Include

• To ensure all guests receive an excellent stay as per our hotel standards
• To acknowledge and follow up on guest feedback and complaints with the relevant departments
• To help to organize informal meetings with long stay guests
• To assist the Guest Relations Manager with the development and implementation of VIP guest procedures
• To be visible and available around the lobby area during busy times
• To assist the Front Office team when busy
• To encourage comments and feedback from guests, enabling us to maintain and improve standards

Qualifications

• Previous experience in Guest Relations in a 4*- 5* hotel.
• Fluent in written and spoken English
• The ability to build rapport and communicate effectively with guests as well as team members and management
• Excellent grooming and personal presentation
• Diplomacy and self-control
• A commitment to providing exceptional customer service
• The ability to multitask and work under pressure
• Flexibility in working hours is essential as you will be required to work hours as per business requirements, which may include evenings, weekends and bank holidays.

Additional Information

As Part Of Our Team You Can Have

• Free night stays in our UK hotels (T&C Applies)
• Discounted hotel rates all over the world in Accor Hotels
• Continuously learn and develop yourself with our Accor Academy
• Support your wellbeing in your professional and personal lives
• Grow your experience anywhere. Explore limitless opportunities across 5000 hotels in over 100 countries
• Participate actively in initiatives to build a more inclusive and sustainable world
• And many more benefits and perks

Our objective is simple: make you grow and give you the spark to unleash your personality.

Our commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor.