Guest Relations Executive

About the hotel

Hotel Café Royal is a prestigious 5-star luxury hotel at the heart of Central London, next to Piccadilly Circus, with 159 elegant rooms and suites, four distinguished food and beverage outlets and the award-winning Akasha Holistic Wellbeing Spa. The hotel welcomes an international clientele of royalty, business leaders and cultural figures, and is known for discreet, highly personalised service.

The work

• • Act as the primary point of contact for in-house guests throughout their stay
• • Pre-arrival: contact guests by phone and email to personalise their experience
• • Support the Front Office with arrivals, departures and in-room check-ins
• • Escort VIPs, repeat guests and suite residents and deliver tailored welcomes
• • Anticipate guest needs and coordinate amenities, reservations and special requests
• • Lead familiarisation tours of the hotel for new guests and visiting partners
• • Handle guest feedback in the moment with empathy and professionalism
• • Maintain detailed guest profiles in Opera PMS for future visits
• • Partner with Concierge, Housekeeping and F&B to deliver seamless stays
• • Follow up with guests post-stay to maintain meaningful ongoing relationships

This role is for you if…

• • You have previous guest relations or front office experience in a luxury hotel
• • You have exceptional communication and interpersonal skills
• • You are polished, discreet and genuinely interested in people
• • You are comfortable managing high-profile guests with calm confidence
• • You have working knowledge of Opera PMS or are ready to learn

This role might not be for you if…

• • You prefer back-of-house or purely administrative roles
• • You are not available to work weekends, evenings or bank holidays
• • You are uncomfortable in a high-expectation 5-star environment
• • You are not confident handling guest escalations directly