Guest Relations

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

• 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.
• 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.
• 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.
• 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.
• 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.

Required Skills & Experience

• Experience with Opera Cloud/Opera
• 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 colleagues in the hotel
• Friendly and approachable
• Excellent problem solving skills

Benefits

• 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 day per year (fully paid and in addition to your annual leave)
• Complimentary meals prepared by our chefs
• Length of service related holiday scheme
• Discount on accommodation worldwide and 50% discount on food and beverage outlets
• Life assurance
• Recommend a friend scheme

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.