Guest Relations

About the role

Join the Team! Join the Millennium Family! If you want to be part of our 4-star property at the amazing location of Knightsbridge, don't miss the exciting opportunity we currently have at The Millennium Hotel London Knightsbridge for an experienced Guest Relations. This role combines operational leadership with a strong focus on guest satisfaction, ensuring exceptional service delivery throughout the guest journey. The successful candidate will lead the Front Office operation during assigned shifts, act as a key point of contact for guests and VIPs, and drive service excellence across the hotel while maintaining the highest hospitality standards. Key responsibilities as a Guest Relations: 1. Guest Experience & Service Excellence: Act as the primary point of contact for guests and VIPs, delivering exceptional service and creating memorable experiences throughout the guest journey. Manage guest feedback, complaints, and service recovery, ensuring issues are resolved promptly and professionally. 2. Operational Leadership: Lead the Front Office operation during assigned shifts and act as Manager on Duty when required. Supervise Front Office, Concierge, and Host teams, ensuring service standards, brand expectations, and operational procedures are consistently maintained. 3. Cross-Department Collaboration: Work closely with Housekeeping, Food & Beverage, Maintenance, and Meeting & Events teams to ensure seamless operations, room readiness, and successful event delivery. Promote effective communication across departments to enhance the overall guest experience. 4. Team Development: Support, coach, and motivate team members, fostering a positive and guest-focused culture. Conduct shift briefings and ensure teams are informed, engaged, and operating efficiently. 5. Compliance & Safety: Ensure compliance with hotel policies, health and safety regulations, licensing requirements, and emergency procedures. Take responsibility for incident management and operational decision-making during shifts. As a Guest Relations, the essential skills required: Opera Cloud/ Opera experience Previous experience in a hotel reception or guest relations role. Ability to multitask Well-presented, professional, and customer oriented Strong interpersonal and communication skills Ability to work flexible shifts, including evenings, weekends, and public holidays Calm under pressure Strong organisational skills and attention to detail Motivate and collaborate effectively with your colleagues in the hotel Friendly and approachable. Excellent problem-solving skills. About the Hotel The Millennium Hotel London Knightsbridge is a 4-star deluxe, contemporary hotel, situated on the impressive location of Knightsbridge, the heart of one of the capital's most upmarket shopping districts. The hotel boasts 222 well-appointed guest rooms, ranging from Standard and Superior rooms to Club rooms and Luxury suites. The guests can choose to meet at the Babette, a lively lounge bar and the perfect spot for lunch, dinner or drinks on the charming outdoor terrace. About the Group Millennium Hotels and Resorts own and operates a portfolio of over 120 hotels worldwide. Properties under the group are placed into collections: Leng's Collection, M Social Collection, Millennium Collection, Copthorne Collection and The Biltmore. Each collection has its own distinct personality, character and clearly defined hotel brands within it; tailored to suit different types of guests, as well as real opportunities to develop and gain promotion within the industry. Here at Millennium Hotels UK where we value your skills, encourage growth by nurturing your personality and your dedication rewarded. You'll learn not only from your fellow colleagues, but also through our M Academy, where you'll be able to advance your career with an apprenticeship and develop your career within our Brands. In return we offer: - Social Events, Wellbeing and Team Activities - Training and development - Pension Salary Sacrifice Scheme - Career development and salary reviews - Interest-free Season Ticket Loan Scheme - 1 Volunteer Days per year (fully paid and in addition to your annual leave) - Complimentary meals prepared for you by our chefs - Length of Service-related holiday scheme - Discount on Accommodation worldwide and 50% Food and Beverage Outlets - Life Assurance - Recommend a Friend Scheme .......As well as real opportunities to develop and gain promotion within the industry. If you thrive on being the best, you can and want to join our team then look no further and apply now! We are an equal opportunities employer. In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the United Kingdom. Documented evidence of eligibility will be required from candidates as part of the recruitment process. To improve compliance with identity document validation, successful applicants will provide their right to work in UK which will be verified