Guest Services Manager

The Langham, London;
Europe’s first Grand Hotel is currently recruiting for a Guest Services Manager to join our talented Guest Service team. We are looking for a true hospitality professional, with the flair to deliver service at the highest level.

In the role of Guest Services Manager, your key focus will be to:

• oversee the day-to-day operation of the Guest Services department
• oversee the preparation and delivery of all VIP welcome cards and VIP amenities
• solve guest issues, complaints or requests when brought to the attention and escalated accordingly
• supervise and manage the team; performance manage, develop, help and ensure they have everything they need
• demonstrate expertise in the functionality of Shiji and/or Opera PMS and ensure all guest profiles are up to date
• maintain close communication within the department and with other hotel departments
• attend meetings with other departments or within Rooms Division as required

Do you have? -

• previous experience of working as a Guest Services Manager or an Assistant
• excellent customer service skills and a real understanding of 5
  * luxury environment service requirements
• excellent communication skills, in English language, both written and verbal
• knowledge of one other language (advantageous)
• immaculate personal presentation
• previous experience of managing and leading small to medium sized teams is essential
• hands-on, pro-active approach; taking personal responsibility and initiative to prevent or resolve problems

Financial Wellbeing

• Discretionary Service Charge
• 28 days of holiday (inclusive of Bank Holidays) with the opportunity to increase to up to 33 days off based on Length of Service
• Access to Wagestream – a salary advance benefit
• Complimentary accommodation at all the Langham Hotels & Resorts, Cordis Hotels & Resorts, Eaton Workshop and affiliated hotels
• Discounted accommodation at The Langham, London for you and your family
• Discounts for you, your friends and family in our Food and Beverage outlets and on Spa treatments
• Up to £750 Recommend a Friend referral bonus
• Seasonal Travelcard loan
• A subsidised taxi journey (£20) for any shift you are scheduled to work between 00:00 and 05:00hrs
• Company pension plan
• Life insurance
• Discounts in various high street and online shops
• Colleague recognition system - being recognised and rewarded for positive guest comments or when you showcase one of our company values
• Learning and Development opportunities, including paid and unpaid cross-departmental training, empowering you to progress in your career
• 2 staff parties per year and several colleague social and community events
• Access to the Employee Assistance Programme by Hospitality Action (24/7)
• Access to Qualified Mental Health First Aiders on site
• Most Valued Colleague of the Month and Year Awards
• Long Service Awards

• Free meals on duty in our Staff Restaurant
• Uniform supplied and laundered, or if a non-uniform colleague, a complimentary valet service of work attire provided
• Enhanced Sick Pay
• Subsidised regular Back Massage, Reflexology & Chiropody Sessions

Our company is dedicated to cultivating a supportive environment where "Our People, Our Pride" serves as a guiding principle, fostering innovation, collaboration, and personal growth.

The Langham, London is an equal opportunities employer, committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on any protective characteristic.

We are committed to disability inclusion and ensuring an inclusive recruitment process. If you require reasonable adjustments, such as accessible interview locations, adapted tests, or specific accommodations, please inform us at the outset. Our goal is to provide an…