Job Description
At Novotel & Ibis London Excel, we believe every guest interaction should feel genuine, warm, and memorable. As our next Guest Service Coordinator, you’ll lead the way in creating outstanding guest experiences across our combo of hotels, making every stay special from check-in to check-out (and every moment in between).
You’ll be the friendly face guests remember, the calm presence in busy moments, and the motivator who inspires your team to go above and beyond.
What you will do:
* Be visible and approachable across our hotels, connecting personally with guests, anticipating their needs, and resolving issues with empathy and professionalism.
* Lead and coach our customers-facing teams to deliver authentic, personalised service in every interaction — at reception, in the restaurant, or during events.
* Create an environment where guests feel recognised, valued, and cared for — every time they return.
* Take ownership of guest feedback, ensuring comments and reviews are shared, actioned, and used to inspire improvement.
* Collaborate closely with other departments to ensure a seamless and memorable stay for all guests.
* Support team training in guest engagement, service standards, and complaint handling to build confidence and consistency across the hotels.
* Lead by example, representing the brand’s warmth, professionalism, and attention to detail.
Qualifications
* Previous experience is a plus.
* Previous experience in a customer service role is required.
* Must have excellent communication skills, both verbal and written.
* Must have Right to Work in the UK.
* Must be able to commute 5 days a week.
Additional Information
Ready to discover more? Get in touch with us. We would love to hear from you.
One more thing…
By working at Novotel & Ibis London Excel you will be part of the Accor network, worldwide hospitality leader. With us, you can be all you are, work with purpose, grow, learn, enjoy and explore Accor’s limitless opportunities. Discover our Talent stories at heart-of-hospitality.com or on Instagram @heart.of.hospitality
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong.
Information on the processing of personal data
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