HSH
Assistant Manager - Guest Relations
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Assistant Manager – Guest Relations
The Peninsula, London
The Peninsula, London is delighted to announce we are seeking an enthusiastic Assistant Manager – Guest Relations to join our Guest Relations Team, working alongside the Guest Relations Management Director, Director of Front Office, and Director of Rooms.
Together with this leadership team, you will provide guidance, support, and mentorship to develop a highly motivated Front Office team, ensuring exceptional service excellence across all areas, including commercial returns, while upholding The Peninsula Service Principles.
This critical role covers the entire guest journey, from arrival to departure, ensuring:
- A heartfelt welcome
- Weightless and waitless experiences
- Exceptional, personalised selections for each guest
- The invisible touch and bespoke sense of home
It is an exceptional opportunity to join one of London’s high-profile, award-winning flagship hotels, working in a luxury international brand where exceptional hospitality is the cornerstone of culture.
About the Role
You will be responsible for delivering impeccable guest service, overseeing the arrival and departure process, and ensuring a seamless, memorable experience. Your focus will include:
- Personalised, anticipatory service – embedding guest preferences and proactively enhancing their stay.
- Operational excellence – leading morning briefings, VIP tagging, guest inspections, and serving as the hotel liaison for exceptional experiences.
- Team leadership – coaching, supervising, and developing the Rooms Ambassadors, Butlers, and Guest Relations Executive team to align with ** mission, vision,**. and HSH Core Principles.
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At The Peninsula, we take great pride in our world-renowned hospitality. This role is perfect for a passionate action-taker with a natural affinity for luxury travel and bespoke service.
Key Responsibilities
Daily Operations & Guest Experience Direction
| • SOPs | Ensure impeccable service in arrival, departure, and throughout the entire stay for hotel guests – focusing on point-of-contact moments for villa-level service. |
|---|---|
| • Personalisation | Maintain segmented guest profiles encoding room selections, service preferences, and hidden sensitivities. |
| • Training & Accountability | Supervise and coach teams to align with The Peninsula way, uniting mission, vision, and core values for a culture of uncompromising service. |
People Management
| • Team Leadership | Hire, develop, motivate, and maintain a team of guest-facing professionals (Lobby Ambassadors, Rooms Ambassadors, Butlers). |
|---|---|
| • Performance Culture | Implement coaching frameworks, conduct performance appraisals, and drive behavioural alignment. |
Operational Excellence
| • Front Office Coordination | Monitor **accurate scheduling, service recovery workflows, downtime coverage, and redundancies **to ensure seamless operations. |
|---|---|
| • Guest Journey Improvements | Facilitate insights to optimize the guest experience—pre-arrival (prior to housekeeping inspections), during-stay (hands-on visits with executives and senior staff), and post-scenario recapture for quick resolutions. |
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Define how individual and team performance contributes commercially while setting the expectation of lifestyle service, not transactional hospitality.
Requirements
minimum Experience
| • Minimum two years of lucury hospitality (hotel rooms & Front Office) in a global context |
|---|
| • Know and embrace trademark quality standards and how expectations are manifestion + team alignment to achieve both |
| • Dependable time management through organized, adaptable work schedules |
| • Exceptional customer-need insights combined with keen operational finance mentality |
| • Near-fluent British English fluency with " **nearly native proficiency in another global language **(preferred but not required)." |
Cultural Personalities Who Thrive: ✔ A leader-as-holder-of-the-story attitude, engaging across roles to adjust + refine techniques that don't fit well under a tiered-service model. ✔ Discovery-driven mindset with initially visible dedication that transforms into dedicated passion for improving repeatability.
What We Offer
Full-market-competitive remuneration + industry-leading professional benefits (100% + benefits, service charge) and an award-winning working culture with sounds around your top-notch executive team.
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