Guest Experience Agent

Peoplebank; Greater London; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Service charge

Upselling incentives

Holiday allowance

Free meals on duty

Dining discounts

Hotel discounts

Training and development

Cycle to work

Life Insurance

Uniform and dry cleaning

Volunteer day

Employee assistance

Job summary

The Marylebone Hotel in London is seeking a Guest Experience Agent to be an ambassador for the hotel, delivering world-class service to our guests and being the first point of contact.

You will respond to enquiries, manage communications, and collaborate with all departments to create memorable stays and personalised experiences.

Experience in a similar role and excellent communication skills are preferred; we offer service charge, dining discounts, and career development.

Qualifications

• Experience in a similar guest-facing role.
• Excellent communication skills.
• Creative, hands-on approach to service.

Responsibilities

• Deliver exceptional guest service by responding to enquiries, requests, and calls in a friendly, professional, and timely manner.
• Manage guest communications, including pre-arrival emails, special requests, guest profiles, registration details, and departure follow-ups.
• Act as a key point of contact between guests and hotel departments, ensuring seamless communication and issue resolution.
• Anticipate guest needs and create memorable experiences through personalised service and attention to detail.
• Maintain accurate guest records, notes, traces, alerts, and departmental information.
• Prepare VIP reports, update guest information systems, and support Consortia guest communications.
• Identify opportunities to enhance the guest journey through 'surprise and delight' initiatives.
• Ensure smooth shift handovers and stay informed about daily events, arrivals, and operational requirements.
• Work collaboratively with colleagues across all departments to ensure efficient hotel operations.

Skills

Guest service experience

Communication skills

Creative mindset

Job description

If you love making guests feel special and want to be a part of a great team that is passionate about hospitality, this opportunity to join us is perfect.

The role of a Guest Experience Agent represents a fantastic opportunity for an organised candidate. In this role you will be an ambassador for the hotel and will be passionate about delivering world class service to our guests. Often the first point of call for our guests, the ideal candidate will have experience in a similar role, excellent communication skills and a creative, hands‑on approach.

Responsibilities:

• Deliver exceptional guest service by responding to enquiries, requests, and phone calls in a friendly, professional, and timely manner.
• Manage guest communications, including pre‑arrival emails, special requests, guest profiles, registration details, and departure follow‑ups.
• Act as a key point of contact between guests and hotel departments, ensuring seamless communication and issue resolution.
• Anticipate guest needs and create memorable experiences through personalised service and attention to detail.
• Maintain accurate guest records, notes, traces, alerts, and departmental information.
• Prepare VIP reports, update guest information systems, and support Consortia guest communications.
• Identify opportunities to enhance the guest journey through "surprise and delight" initiatives.
• Ensure smooth shift handovers and stay informed about daily events, arrivals, and operational requirements.
• Work collaboratively with colleagues across all departments to ensure efficient hotel operations.

The Perks of working for The Marylebone Hotel:

• Service Charge on top of your base salary
• Upselling incentives
• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

The Marylebone, London

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world‑famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.

The Doyle Collection

The Doyle Collection is a carefully curated collection of eight Irish family‑owned luxury and urban hotels located centrally in London, Dublin, Washington DC, Cork and Bristol. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.