guest relations executive
11 Cadogan Gardens, Chelsea - October 2022 - present
Working as a team with the Front Office, Guest Relations and Concierge to overlook the daily operation of the front of house department, at the 56 key boutique hotel. While fulfilling my responsibilities in the front office, I actively supported the sales and marketing department in various capacities, contributing to their overall objectives and initiatives.
- Welcomed and greeted guests in a warm and professional manner, ensuring a positive first impression and providing personalised service throughout their stay.
- Managed guest inquiries, requests, and concerns promptly and effectively, ensuring exceptional customer service and guest satisfaction.
- Acted as a liaison between guests and hotel departments, coordinating special requests, room arrangements, and amenities to meet guest preferences and exceed expectations.
- Provided detailed information about hotel facilities, services, and local attractions, assisting guests in making the most of their stay and creating memorable experiences.
- Assisted in the smooth check-in and check-out process, ensuring accuracy in guest information, room assignments, and billing procedures.
- Resolved guest complaints and issues promptly and diplomatically, finding suitable solutions to ensure guest satisfaction and loyalty.
- Collaborated with the concierge team to arrange transportation, restaurant reservations, and other special arrangements for guests, ensuring a seamless and memorable stay.
- Assisted the Sales and Marketing Director in producing engaging and compelling creative content for social media platforms, effectively promoting the hotel's offerings to a wider audience.
- Demonstrated creativity and attention to detail by creating custom graphic designs, such as to advertise cocktails in the Chelsea Bar, a custom map for the prestigious Chelsea Flower Show, which was displayed in the hotel and provided guests with a visually captivating guide to the event, and personalised welcome cards with custom illustrations which provided a memorable experience, enhancing guest satisfaction and overall perception of the hotel
- Played a key role in revenue generation by effectively upselling higher category rooms to guests, resulting in a profit of £3000 for the hotel. Utilised persuasive communication skills and in-depth knowledge of room features to successfully convince guests of the added value and benefits.
- Showcased excellent sales abilities by conducting hotel show-arounds, effectively highlighting the unique features and benefits of the event spaces. Utilised product knowledge and persuasive techniques to successfully sell the venues to potential clients.
- Assisted in the coordination of an afternoon tea photoshoot for the hotel's marketing campaign. Collaborated with the creative team to ensure the photoshoot captured the essence of the hotel's elegant afternoon tea experience, contributing to the creation of visually appealing content for promotional materials and social media.
- Demonstrated creativity and attention to detail by creating custom graphic design welcome cards. These personalised welcome cards provided a warm and memorable experience for each guest upon their arrival, enhancing guest satisfaction and overall perception of the hotel.
- Maintained a comprehensive knowledge of hotel policies, procedures, and local regulations to provide accurate information to guests and ensure compliance.
- Actively participated in training sessions and workshops to enhance communication skills, guest service techniques, and product knowledge.
