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Dubai Holding Guest Relations Executive Mandarin Speaking - The Carlton Tower Jumeirah in London, United Kingdom

Guest Relations Executive Mandarin Speaking – The Carlton Tower Jumeirah

About Jumeirah & the Hotel:

For more than two decades, Jumeirah Group, a member of Dubai Holding, has been making a distinct mark on the global hospitality market with its unwavering Stay Different™ brand promise. Its award winning destinations, including the iconic Burj Al Arab Jumeirah, position service beyond expectations, signature dining experiences and artful surroundings at the heart of every guest experience.

Today, Jumeirah operates a world-class portfolio of 26 properties across the Middle East, Europe and Asia, and employs over 9,000 colleagues, representing over 120 nationalities. As Jumeirah continues to expand its global portfolio and scale up its operations to the next level of growth, we remain fully committed to developing and empowering our colleagues to excel in world-class environments. Jumeirah is committed to embedding equality, diversity and inclusion in all its practices, embracing a culture that celebrates diversity.

Situated in the heart of Knightsbridge, one of London’s most exclusive neighbourhoods, the Carlton Tower Jumeirah is the quintessential address in SW1 where heritage meets contemporary luxury. Featuring 186 beautifully appointed guest rooms, 87 of which have the fantastic benefit of a balcony, a rarity for the capital, enabling guests to take full advantage of the stunning views across London. The property also boasts the city’s largest naturally lit swimming pool, situated at the impressive rooftop health club and spa, The Peak, access to the private Cadogan Gardens and destination Italian restaurant Al Mare.

About the Job:

An opportunity has arisen for a Guest Relations Executive Mandarin Speaking to join us at The Carlton Tower Jumeirah. The main duties and responsibilities of this role are:

  • To provide a warm, genuine and consistent welcome and service to all visitors and guests throughout their visit to the hotel acting as a constant example of guest engagement and a pivotal contact between the guests and the hotel.

  • Provide the latest information on the Hotel’s outlets, amenities, services and facilities whilst actively upselling and making reservations as necessary.

  • To handle the administrational duties of the Guest Relations Operation and to ensure effective communication to the business on a daily basis, updating with all and any important information that will assist the Hotel Operation and improve the guest stay experience.

  • Acknowledge, greet, welcome, engage & initiate genuine adaptive conversation with guests and visitors facilitating the smooth operation of the lobby, obtaining feedback and assisting in creating memorable guest experiences.

  • Provide historical and cultural facts of the destination and be a story teller for Jumeirah and the unique hotel differentiators / interesting facts.

  • Update and arrange all additional same day reservations accordingly through communicating with the relevant departments and informing the Hotel Operation on any additional VIP or significant guests that need to be highlighted.

  • To contribute to regular departmental communication meetings, to keep all colleagues informed of VIP movements, comments and any other relevant matters.

  • Allocate, arrange and order amenities on a daily basis for all necessary guests in accordance with their status to the hotel and ensure co-ordination with the Room Service at all times.

  • Maintain, regularly update and communicate all CSI related activity to the Front Office team.

  • Carrying out courtesy calls to in-house VIP and significant guests to ensure guest satisfaction is guaranteed throughout the guest’s stay, recording all relevant information obtained during said conversations and carrying out the necessary follow up required.

About you:

The ideal candidate for this position will have the following experience and qualifications:

  • Proficiency in Mandarin is essential for effective communication with Mandarin-speaking guests, ensuring seamless interactions and exceptional service delivery.

  • Ability to communicate fluently and confidently in English as well as Mandarin, both written and verbal, to cater to diverse guest needs and preferences.

  • Proven track record in a guest-facing role within the hospitality industry, preferably in a 5-star hotel environment, demonstrating a commitment to excellence in guest relations.

  • Strong interpersonal skills and the ability to resolve guest concerns or complaints promptly and effectively, always maintaining a positive and professional demeanor.

  • Keen attention to detail in managing guest requests, reservations, and preferences to deliver memorable experiences and uphold the hotel's reputation for unparalleled service.

  • Capacity to handle multiple guest requests and inquiries simultaneously while maintaining composure and efficiency in a fast-paced, high-pressure environment.

About the Benefits:

Besides generous F&B benefits and reduced hotel rates across our hotels globally, this role has excellent employee benefits making the role attractive to high performers and any applicant who like to associate her/himself with one of the most luxurious brands in the hospitality industry. This includes…

  • Competitive salary + excellent service charge

  • 28 holidays inclusive of Bank Holidays

  • Extra holiday for significant Birthdays (21.30.40. etc.)

  • Life insurance

  • Next pension

  • Jumeirah perks website access – discount

  • F&B and Spa treatment discount

  • Lieu day if you work on Bank Holidays

  • Dry cleaning of uniform or Business attire

  • Meals on duty

  • Employee assistance programs

  • Wellness benefits – Chiropodist, Flu jabs, and more!

  • Taxi service after hours

  • Social events & recognitions programs

  • Ongoing training & development

  • Weeding/Baby gift

  • Cycle scheme

  • Internal transfer scheme

  • Eye test and discount for VDU users

  • Dental cash back plan

  • External transfer scheme

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