Guest Service Agent

The Newman; Greater London; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Dinners and Stays

Wagestream

Retail Discounts

Enhanced Holidays

Enhanced Family Leave

Discounts at partner hotels

Cycle to Work Scheme

REAL People Awards

Monthly Social Events

Refer a Friend Bonus

Company Pension Contributions

Meals on Duty

Career Development Programmes

Job summary

The Newman is a luxury boutique hotel in London with 81 rooms, offering a warm, personalised guest experience. We seek a Guest Service Agent to join our Reception team and act as the central point of contact across channels, proactively engaging guests before and during their stay to ensure seamless experiences.

You will collaborate with Reception, Concierge, Housekeeping, Spa, Food & Drink and Reservations, delivering attentive service and personalised touches that build lasting guest

Qualifications

• Warm, curious and proactive approach.
• Excellent communication across telephone, email and digital channels.
• Ability to manage multiple guest requests with attention to detail.

Responsibilities

• Review upcoming arrivals and profile guests to personalise their stay.
• Make pre-arrival contact to welcome guests and confirm details.
• Maintain accurate guest profiles in Opera and ensure returning guests are recognised.
• Act as central point of contact for guests across phone, email and WhatsApp.
• Proactively contact guests before departure to address concerns.
• Support Reservations, especially weekends or when team is not present.
• Answer hotel inquiries and provide information about rooms, facilities, Spa, dining and local area.
• Identify opportunities to enhance guest experience through upgrades and experiences.

Job description

Join The Newman - Where REAL People Make a Difference

Be part of London's vibrant luxury boutique hospitality scene. Located in the heart of Fitzrovia, The Newman offers a fresh and contemporary guest experience built around warmth, individuality, and exceptional service.

We are looking for a warm, curious and proactive Guest Service Agent to join our Reception team at The Newman. This is a guest focused role designed to create a seamless and highly personalised experience throughout the entire guest journey, from before arrival through to departure.

You will act as a central point of contact for our guests, taking ownership of communications across telephone, email and digital channels while working closely with Reception, Concierge, Housekeeping, Spa, Food & Drink and Reservations.

A key part of this role is being proactive rather than reactive - getting to know our guests before they arrive, identifying opportunities to personalise their stay and ensuring every request is followed through from start to finish.

Why Choose The Newman?

We believe great people deserve great benefits. Here\'s what you can expect as a Guest Service Agent at The Newman:

• Experience Dinners and Stays
• Wagestream
• Retail Discounts - including Amazon, Nike, ASOS and Asda
• Enhanced Holidays & Holiday Buy-Back
• Enhanced Family Leave
• Discounts at The Newman and over 500 Preferred Hotels worldwide
• Cycle to Work Scheme & Season Ticket Loans
• REAL People Awards
• Monthly Social Events & Gifts
• Refer a Friend Bonus
• Company Pension Contributions
• Meals on Duty and Uniform Provided
• Tailored Career Development Programmes

Some benefits are conditional on length of service, recognising your ongoing contribution to The Newman\'s success.

About You and The Role

As a Guest Service Agent at The Newman, you will:

• Review upcoming arrivals and proactively profile guests, identifying preferences, interests, special occasions and opportunities to personalise their stay
• Make pre-arrival contact to welcome guests, confirm arrival details and understand any preferences or requirements ahead of their stay
• Maintain accurate and detailed guest profiles, preferences, notes and traces within Opera, ensuring returning guests are
• Act as a central point of contact for guests across telephone, email and digital channels including WhatsApp
• Proactively contact guests ahead of departure to understand how their stay has been, identifying and resolving any concerns while they are still with us
• Support Reservations, particularly during weekends and periods when the Reservations team is not present
• Confidently answer hotel telephone enquiries and provide knowledgeable information about our rooms, facilities, Spa, restaurants, bars and local area
• Identify appropriate opportunities to enhance the guest experience through room upgrades, Spa treatments, Food & Drink and other hotel experiences
• Have previous experience in a guest-facing, Front Office, Reservations or guest communications role, ideally within a luxury 4- or 5-star hotel
• Be an excellent communicator with a warm and natural approach, strong attention to detail and the ability to manage multiple guest requests while remaining calm and organised
• Be genuinely curious about people, with a passion for getting to know our guests and creating thoughtful, individual experiences
• Be flexible and able to work a 4-on, 4-off shift pattern, from 7am to 7pm, including weekends and public holidays.

About The Newman

The Newman is a luxury boutique hotel in the heart of Fitzrovia, featuring 81 rooms and suites, Angelica, our all-day brasserie, Gambit Bar and a dedicated wellness floor.

Since opening in Feb 2026, The Newman has received significant industry recognition, including London Hotel of the Year 2026 by The Times, Most Stylish Hotel on the Planet 2026 by GQ, Best New Hotel 2026 at the Boutique Hotelier Awards and One MICHELIN Key.

At the heart of our success are our REAL People, Responsible, Energised, Approachable and Local, bringing warmth, individuality and genuine hospitality to every guest experience.

We welcome applications from everyone and celebrate diversity at The Newman. In line with the Asylum and Immigration Act 1996, all applicants must have the right to work in the UK.