At a Glance
- Tasks: Lead a team to create unforgettable pre-arrival experiences for guests at Cambridge House.
- Company: Luxury hospitality brand known for exceptional service and elegance.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on personal development and guest satisfaction.
- Why this job: Join a dynamic team and make every guest's stay truly special and memorable.
- Qualifications: Experience in luxury hospitality and strong communication skills required.
The predicted salary is between 40000 - 50000 € per year.
As the Pre-Arrival Manager for Cambridge House, you will be leading a dedicated team of Itinerary Designers / Guest Relations Executives whilst upholding the highest standards of service and communication. Working closely with Reservations, Concierge, Housekeeping, Food & Beverage, and Butler teams, you will deliver exceptional and memorable stays for our guests that reflect the refinement and elegance of Cambridge House. From the moment a reservation is confirmed through to arrival at the House, the Pre-Arrival Manager is responsible for curating thoughtful, seamless and highly personalised pre-arrival experiences, ensuring every guest feels anticipated, recognised, and genuinely cared for ahead of their stay.
Key Responsibilities
- Proactively oversee and manage all pre-arrival guest engagement, delivering personalised communication via email, telephone and preferred guest channels to ensure a seamless luxury experience prior to arrival.
- Curate bespoke welcome experiences by gathering, maintaining and actioning detailed guest preferences, including dietary requirements, special occasions, travel arrangements, stay purpose and personalised requests within Opera Cloud.
- Manage and maintain guest profiles within Opera Cloud, ensuring all information is accurate and up to date.
- Collaborate closely with Housekeeping, Concierge, Butler, Spa, Food & Beverage and Reservations teams to ensure all guest requirements, room preferences and special requests are executed to the highest luxury standards.
- Conduct detailed guest profiling and research using previous stay history, preferences and guest insights to deliver intuitive, highly personalised service for both first-time and returning guests.
- Handle sensitive guest information with the utmost discretion, maintaining GDPR compliance and operational standards.
- Contribute to daily pre-arrival briefings and prepare reports to align operational teams on upcoming arrivals and priorities.
- Coordinate room inspections, suite spot checks and operational readiness to ensure presentation, amenities and service standards consistently reflect the House’s luxury positioning.
- Support the House’s upselling strategy through thoughtful recommendations of accommodations, dining venues, wellness offerings and curated local experiences during pre-arrival engagement.
- Champion intuitive and personalised service delivery that enhances guest satisfaction, strengthens loyalty and positively contributes to overall NPS performance.
- Contribute to the development, implementation, and continuous improvement of pre-arrival standard operating procedures, service standards, and quality assurance processes through regular audits and ongoing service enhancement initiatives.
Qualifications
- Previous managerial experience within a luxury hospitality environment, ideally in Guest Experience, Guest Relations or Front Office.
- Strong knowledge of Opera Cloud or similar PMS.
- Proven experience managing high-profile clientele.
- Excellent communication and interpersonal skills, both written and verbal, with a polished and engaging manner.
- Strong understanding of the London market.
- Collaborative leadership style with the ability to build strong cross-departmental relationships.
- Flexible availability, including weekends and public holidays.
Pre-Arrival Manager / Guest Relations Manager employer: Auberge Resorts, LLC
Cambridge House is an exceptional employer that prioritises a culture of luxury and personalised service, making it an ideal workplace for those passionate about hospitality. With a focus on employee growth and collaboration across departments, team members are empowered to deliver memorable experiences while enjoying a supportive environment that values their contributions. Located in the heart of London, employees benefit from a vibrant city atmosphere, alongside opportunities for professional development and engagement with high-profile clientele.
StudySmarter Expert Advice🤫
We think this is how you could land Pre-Arrival Manager / Guest Relations Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry, especially those who have experience in guest relations. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your personality! When you get an interview, let your passion for guest experience shine through. Share stories that highlight your ability to create memorable stays and how you’ve gone above and beyond for guests in the past.
✨Tip Number 3
Research is key! Before any interview, dive deep into the company’s values and recent news. This will help you tailor your answers and show that you’re genuinely interested in being part of their team at Cambridge House.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining our team and ready to contribute to the luxury experience we offer.
We think you need these skills to ace Pre-Arrival Manager / Guest Relations Manager
Some tips for your application 🫡
Show Your Passion for Hospitality:When writing your application, let your love for the hospitality industry shine through. We want to see how you connect with guests and create memorable experiences, so share any relevant stories or examples that highlight your passion.
Tailor Your Application:Make sure to customise your application for the Pre-Arrival Manager role. Use keywords from the job description and demonstrate how your skills and experiences align with what we’re looking for. This shows us you’ve done your homework and are genuinely interested.
Highlight Your Teamwork Skills:Since this role involves collaborating with various teams, emphasise your ability to work well with others. Share examples of how you’ve successfully partnered with different departments in the past to deliver exceptional service.
Keep It Professional Yet Engaging:While we love a friendly tone, remember to maintain professionalism in your written application. Use clear and concise language, and don’t forget to proofread for any typos or errors. A polished application reflects your attention to detail!
How to prepare for a job interview at Auberge Resorts, LLC
✨Know Your Stuff
Familiarise yourself with the luxury hospitality industry, especially the specifics of guest relations and pre-arrival management. Understand the role of Opera Cloud and how it can enhance guest experiences. This knowledge will show your passion and readiness for the position.
✨Showcase Your Communication Skills
Since this role heavily relies on communication, prepare to demonstrate your verbal and written skills during the interview. Think of examples where you’ve successfully engaged with guests or resolved issues, highlighting your polished and engaging manner.
✨Be a Team Player
This position requires collaboration with various departments. Be ready to discuss how you've worked with teams in the past, particularly in high-pressure environments. Share specific instances where your collaborative leadership style made a difference in guest satisfaction.
✨Prepare for Scenario Questions
Anticipate questions that ask how you would handle specific guest situations or preferences. Think through your approach to curating personalised experiences and managing sensitive information, ensuring you align with the luxury standards expected at Cambridge House.
