Guest Communications Specialist – Luxury Hotel

Four Seasons; Greater London; On-site; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Hotel service charge included

Career development pathways

Holiday entitlement up to 33 days

Life insurance

Complimentary nights worldwide

Staff meals on duty

Job summary

Four Seasons Hotels London & Hampshire is seeking a Communications Agent based at Four Seasons Hotel London at Park Lane to act as a central point of contact for guest requests and inquiries. You will work across three properties, delivering warm, professional and personalised service to guests and colleagues.

The role supports Front Office, Housekeeping, Engineering and Guest Relations, ensuring timely, accurate communication and a consistently high standard of service across all interactions.

Qualifications

• Experience in Communications, Front Office, Guest Services or Reservations preferred.
• Experience handling high call volumes in luxury hospitality is advantageous.
• Excellent spoken and written English.
• Professional, confident and engaging telephone manner.
• Strong organisational skills and attention to detail.
• Calm and effective under fast-paced conditions.
• Team player in a close-knit environment.
• Experience with Opera PMS or HotSOS is beneficial.
• Additional languages are advantageous but not essential.
• Right to Work in the UK.

Responsibilities

• Answer all incoming calls and enquiries professionally and efficiently.
• Direct calls and requests to the appropriate department or property.
• Handle guest interactions with warmth, professionalism, and confidence.
• Support guests with enquiries about hotel services, facilities, directions and local information.
• Manage wake up calls, guest messages, emails and service requests.
• Log and communicate requests to the appropriate teams.
• Monitor and update internal systems for effective follow-up.
• Assist guests with basic telephone, internet and in-room technology.
• Collaborate with operational departments across three properties to fulfill requests promptly.
• Uphold Four Seasons communications and telephone service standards.

Skills

Excellent spoken English

Written English

Professional telephone manner

Teamwork

Strong organisational skills

Tools

Opera PMS

HotSOS

Job description

Four Seasons Hotels London & Hampshire is seeking a Communications Agent based at Four Seasons Hotel London at Park Lane to act as a central point of contact for guest requests and inquiries. You will work across three properties, delivering warm, professional and personalised service to guests and colleagues.

The role supports Front Office, Housekeeping, Engineering and Guest Relations, ensuring timely, accurate communication and a consistently high standard of service across all interactions.