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Guest Communication Manager

The Peninsula London
Grosvenor Place, London
Market Leading Salary & Benefits + Service Charge
Closing date
11 Mar 2024

Job Details

Guest Communication Manager

Job Description:

The Peninsula London is seeking to hire an experienced Guest Communication Manager to join & lead and diverse Team. Reporting to the Director of Revenue Management, but together with the Guest Communication Senior Supervisors, this role will play a key part in driving leadership, direction and support to our Guest Communications Executives, and develop a highly motivated team who can deliver high standards of service with a commercial mindset. The Guest Communications Team will be responsible for all communications with guests, including Rooms & F&B reservations, Room Service Orders and Spa.   

  • Market leading remuneration, service charge and exceptional benefits.
  • The Peninsula Hotels espouses luxury service, dedication to our guests and commitment to our employees. 
  • Join our award-winning group, working alongside a highly experienced team

Key Accountabilities

  • Direct the functions, administration, and leadership of the Guest Communication Centre to meet planned budgets and expenses.
  • Ensure that the team is building the foundation – understanding the guest (while respecting their privacy) and knowing the guest in a truly personalized way.
  • Achieve & exceed all KPIs set – Abandon rate, quality audits & response time (Email & Phone) 
  • Intricate knowledge of Rooms configuration/features and of the culinary offerings, with robust revenue generating strategies and initiatives to maximise both Rooms and F&B sales and revenues. 
  • Is responsible for monthly analysis and presentation of the Departmental expenses and revenue generation and formulates timely sales strategies to maximise sales, and average room rate reference the hotel’s commercial targets.
  • Manage guest feedback and ensure elevated services recovery to exceed guest expectations, in keeping with the Peninsula Service Principles. Seek out improvement for better service standard and to anticipate guest needs.
  • Hire, develop, motivate, supervise, and coach department employees in maintaining a culture in compliance with mission, vision, values and cores principles HSH.

General Requirements

  •  Minimum 3-year experience in a similar role within Front Office or Reservations in a Luxury Hotel environment with similar standards and expectations. 
  • Thorough knowledge of customer service needs and techniques, office management and good working knowledge of yielding strategies.
  • Excellent time management, organisational skills, highly adaptable with a focus on problem solving, naturally positive.
  • Ability to management large & diverse team to perform to high standards
  • Fluent English communication proficiency. Expertise in a second language would be desirable.

At the Peninsula London, we look after:

Your financial wellbeing:

  • Excellent salary package 
  • Generous service charge distributed equitably to all colleagues
  • Life Insurance
  • Enhanced company contribution on pension plan

Your medical care:

  • Medical cash plans including optical and dental coverage
  • Enhanced maternity and paternity leave plan

Your daily health routine:

  • State of the art heart of house facilities including a gym, fitness classes, relaxation room, contemplation room and nursing mothers’ room
  • Colleague restaurant with healthy and balanced 24/7 food offerings
  • On-site occupational health and safety nurse and wellbeing education sessions

Other perks:

  • High street and online shopping discounts
  • Rewards and recognition initiatives
  • Dry cleaning for uniforms and work attire

We are delighted to receive your CV and will liaise with suitable candidates directly.


The Peninsula London’s 190 exquisitely styled accommodations consist of 131 guest rooms and 59 suites. Many feature floor-to-ceiling windows that offer both abundant natural light and dazzling views over London’s skyline and all have been designed by architect and designer of the interiors Peter Marino to reflect the distinctive grandeur of Belgravia.

Company info
The Peninsula London

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