Guest Relations Agent, The Savoy Hotel

Accor Hotels; London; On-site; GBP 31,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Guest Relations Agent to enhance the guest experience at one of the most iconic hotels in the world. This role is pivotal in creating a seamless and personalized service for guests, ensuring their needs are met with excellence and efficiency. You will be responsible for building meaningful relationships with guests, managing their requests, and contributing to a luxurious atmosphere. If you have a passion for hospitality and a knack for creating memorable experiences, this is the perfect opportunity to thrive in a supportive and dynamic environment.

Benefits

Competitive salary

31–33 days of holiday

Cashback for wellbeing/healthcare expenses

Exclusive discounts at hotels and restaurants

Free stay at The Savoy after probation

Gym access and wellness room

Season ticket loan for commuting

Employee assistance program

English classes and local discounts

Qualifications

• Experience in luxury hospitality and excellent communication skills are essential.
• Ability to multi-task and problem-solve in a fast-paced environment.

Responsibilities

• Create a 5-star luxury guest experience with flawless efficiency.
• Take ownership of guest requests and ensure a smooth journey.
• Assist with front desk operations and drive revenue through upselling.

Skills

Excellent communication skills

Problem-solving

Multi-tasking

Attention to detail

Building relationships

Flexibility

Education

1 – 3 years’ experience in luxury hospitality

Tools

OPERA PMS

Opentable

Silverware

Job description

Company Description

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leader in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders, and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five-star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

Job Description

Job Title: Guest Relations Agent

Department: Guest Relations

Inspired and Supported by: Guest Relations Manager

Salary: £30,753 (including service charge)

Your purpose will be: To deliver an exceptional, seamless guest service experience where process becomes an illusion and personalization is perfected. Building meaningful relationships with our guests throughout their stay ensuring future loyal guests.

You will be accountable for:

• Passionately and expertly creating a 5-star luxury guest experience, characterized by flawless efficiency and authentic emotional connection.
• Taking ownership of any guest request which comes your way seeing it through until completion.
• Maximizing 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:

• Ensuring the Front Hall is covered at all times and providing a warm welcome for all guests.
• Greeting valued guests and assisting them with any requests, ranging from arrival to departure needs.
• Reviewing all arrival reports and ensuring that VIP information is shared with the FOH teams.
• Confidently assisting the Guest Executives in all elements of the front desk operation including arrivals, check-out, and billing.
• Driving revenue through upselling and cross-selling.
• Communicating clearly with other teams and through RSM to ensure efficient service for our guests.
• Seeking opportunities to surprise and delight our guests.
• Meeting all service standards in every guest interaction.
• Building connections with our guests during their stay when meeting them in the Front Hall.
• Paying keen attention to guest preferences and updating profiles accordingly.

Qualifications

What you will need to do in this role?

• 1 – 3 years’ experience in a luxury hospitality environment.
• Excellent communication skills, both verbal 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.
• Flexibility to work different shifts.
• Knowledge of OPERA PMS.
• Previous experience of guest complaint handling and going the extra mile to meet guest needs.
• Knowledge of Opentable, Silverware.

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.