Guest Experience Agent

The Red Carnation Hotel Collection; City of Westminster; On-site; GBP 32,000 - 36,000; Full time

Benefits offered by this job

£32,000 OTE per annum

Holiday allowance 28–36 days

Free meals on duty

Friend referral bonus up to £600

Leadership development programmes

Volunteer days

Employee Assistance Programme

Staff social events

Discounted hotel stays

Job summary

The Red Carnation Hotel Collection is seeking a Guest Experiences Agent for a full-time permanent role at our luxury hotel in the UK. You will manage guest communications, craft itineraries, and ensure rooms meet guests' preferences, coordinating with multiple departments to deliver exceptional service.

Ideal candidates will have luxury hotel experience, strong communication, and a keen eye for detail. This role offers progression opportunities, staff events, and comprehensive perks within a

Qualifications

• Previous luxury hotel experience preferred.
• Excellent communication skills, both written and verbal.
• Strong attention to detail and ability to multitask effectively.
• Enthusiastic personality and "can-do" attitude.

Responsibilities

• Manage all emails and administrative duties including guest enquiries.
• Create guest itineraries within and outside of London.
• Ensure arrival rooms are checked and prepared per guest preferences.
• Liaise with hotel departments about regular guests, VIPs and requirements.
• Participate in ad hoc projects and tasks.

Skills

Luxury hotel experience

Communication skills

Attention to detail

Multitasking

Enthusiastic personality

Job description

Guest Experiences Agent ***luxury hotel***

What’s in it for you from day one:

• £32,000 OTE per annum, plus other exciting benefits and perks!
• Holiday allowance starting at 28 days and increasing with length of service to 36 days.
• Nutritious free meals on duty.Fantastic recommend a friend bonus scheme worth up to £600.
• Award winning L&D programmes, with over 80 individual courses available, from foundation skills to leadership skills.
• Excellent development opportunities with 80% of our managers being home-grown.
• Two paid volunteering days each year, so we can give back to our communities.
• Access to the Employee Assistance Programme through our partners at Hospitality Action.
• Monthly tea parties and annual social events, including boat parties and festive events for your little ones.

What's in it for you later:

• Vibrant hotel recognition events and hotel-based incentives, including Employee of the Month and Manager of the Quarter.
• Enhanced maternity pay of 13 weeks, fully paid.
• Enhanced paternity pay of 2 weeks, fully paid.
• £800 baby payment to support you and your baby with the essentials.
• Cross-departmental training available within your property, because we know you're a curious individual.
• 50% off on food and 25% off on beverages in selected Red Carnation Hotels F&B outlets.
• Discounted accommodation rates at Red Carnation Hotels in the UK, Ireland, Guernsey, Geneva and South Africa!

The Front Office department is looking for a passionate Guest Experiences Agent to provide guests with outstanding service in this stunning hotel. We are looking for someone with previous hotel experience with excellent communication skills and strong attention to detail while being able to multitask. This position has excellent progression opportunities and would be suited to someone with an enthusiastic personality and can do attitude.

Employment type: Full-time, permanent

Working pattern: To be discussed at interview

What you'll be doing:

• Managing all emails and administrative duties including responding to guest enquiries in line with our mission statement: “no request is too large, no detail is too small".
• Creating guest itineraries within and outside of London.
• Ensuring that all arrival rooms are fully checked and prepared as per the guests’ preferences.
• Liaising with all hotel departments about regular guests, VIPs and their requirements.
• Participate in other ad hoc as well as related projects and tasks.

What we're looking for:

• Previous luxury hotel experience preferred.
• Excellent communication skills, both written and verbal.
• Strong attention to detail and ability to multitask effectively.
• Enthusiastic personality and "can-do" attitude.
• Enthusiasm & Passion for Hospitality.
• Commitment to providing exceptional customer service.

About us:

The Red Carnation Hotel Collection is proud to be recognised as an industry leader in hospitality and people development. We were named Best Employer at the 2025 Cateys and received the prestigious AA’s Hotel Group of the Year award for 2024. We are especially proud of our dedication to developing our people, having received the Princess Royal Training Award three times (2017, 2020, and 2023) from HRH The Princess Royal and City & Guilds.

Our commitment to excellence has earned us multiple accolades including Top Employer in the United Kingdom for both 2024 and 2025, a certification of our outstanding employee conditions and commitment to workplace excellence and Sustainable Business (2023) at The Cateys.

Hotel 41 is a prestigious Forbes Five Star boutique luxury hotel. This resident only hotel has 30 luxurious rooms and suites and a breathtaking Executive Lounge, discreet but full of atmosphere.

Red Carnation Hotels is an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We electronically scan and store a copy of your passport/visa and/or ID card to gain a clear indication of the authenticity of the document and establish the ‘Right to Work’ in the UK.