Butler, The Savoy Hotel

FAIRMONT; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in luxury hospitality is seeking individuals to deliver exceptional guest experiences at their remarkable hotel in London. Candidates will be responsible for managing front desk operations, ensuring accurate financial transactions, and creating memorable stays across all guest interactions. A proactive approach with a keen eye for detail is essential for succeeding in this vibrant environment filled with opportunities.

Benefits

Competitive salary and pension

31–33 days of holiday

Cashback for wellbeing/healthcare

Exclusive discounts at partner hotels

Gym access and membership discounts

Season ticket loan for commuting

Employee assistance program

Qualifications

• 1 – 3 years’ experience in a luxury hospitality environment.
• Ability to multi-task and work flexible shifts including nights.
• Previous experience of guest complaint handling.

Responsibilities

• Create 5-star luxury guest experiences with attention to detail.
• Handle financial transactions and front desk operations.
• Devise guest itineraries and upsell services.

Skills

Customer service skills

Communication skills

Problem-solving ability

Attention to detail

Tools

OPERA PMS

ALICE concierge system

Job description

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Your purpose will be: To deliver an exceptional, seamless guest service experience and creating memorable personalisation at every opportunity; building meaningful relationships with our guests throughout their stay securing their future loyalty.

You will be accountable for:

• Passionately and expertly creating a 5-star luxury guest experience, characterised by flawless efficiency and authentic emotional connection.
• Taking ownership of any guest request which comes your way, seeing it through until completion.
• Maximising internal communication networks, adapting to new working methods, and supporting all key players to ensure a smooth guest journey.

Your key responsibilities & contribution will be:

• Devise guest itineraries, make bookings and reservations, and provide relevant recommendations to surprise and delight.
• Confidently undertake all elements of the front desk operation including arrivals, check-out, and billing.
• Process all financial transactions with accuracy.
• Provide in-room/suite services – butler services, special/VIP room setups, amenities, deliveries to rooms.
• Drive revenue through upselling and cross-selling.
• Communicate clearly with other teams and through RSM to ensure efficient service for our guests.
• Seek opportunities to surprise and delight our guests.
• Meet all service standards in every guest interaction.
• Ensure that deliveries for guests and colleagues are correctly recorded and delivered.
• Ensure the front hall is covered at all times and provides a warm welcome for all guests.
• Promote and nurture positive relationships in the local area, strengthening our position in the marketplace.
• Pay keen attention to guest preferences and update profiles accordingly.
• Cover the night shift, including assistance with the preparation of the night audit.

Qualifications

What you will need to do this role:

• 1 – 3 years’ experience in a luxury hospitality environment.
• Excellent customer service skills.
• Excellent communication skills, both spoken and written, with the ability to communicate effectively with people of all levels.
• Enthusiastic and positive personality with the ability to build trusting relationships.
• Ability to multi-task and problem solve in a fast-paced environment.
• Keen eye for detail.
• Previous experience of guest complaint handling and going the extra mile to meet guest needs.
• Flexibility to work different shifts including night shifts.
• Knowledge of OPERA PMS.

Desirable:

• Knowledge of ALICE concierge system.

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

Additional Information

What’s in it for you?

• Competitive salary, pension, and life assurance.
• 31–33 days of holiday (including public holidays).
• Cashback for wellbeing/healthcare expenses & Perkbox.
• Exclusive discounts:

• Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included).

• 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants.

• 20% off at other Gordon Ramsay restaurants and Restaurant 1890.

• Free stay at The Savoy after probation.

• Colleague restaurant, interfaith prayer room, and wellness room.

• Laundry services for all colleagues.

• Gym access, cycle-to-work scheme, and Virgin Active membership discount.

• Season ticket loan for commuting.

• Employee assistance program.

• English classes, optician reimbursements, and local discounts for F&B and retail.