Guest Service Agent ( Inclusive of Reservations), 24 hours per week - across 3 shifts or 4 - fl[...]

Bespoke Hotels; Chester; Hybrid; GBP 40,000 - 60,000; Part time

Job summary

A leading 5-star hotel is seeking a Guest Service Agent to provide exceptional service to guests at The Chester Grosvenor. This pivotal role includes managing reservations, ensuring a memorable guest experience, and collaborating with various teams to meet all guest needs. Flexibility to work weekends and holidays is essential.

Qualifications

• Proficiency in hotel management systems like Opera PMS is a must.
• Experience in luxury front office roles is preferred.
• Fluency in English; speaking additional languages is a plus.

Responsibilities

• Handle all room bookings with accuracy via various channels.
• Deliver warm, personalized service to guests throughout their stay.
• Resolve guest complaints and ensure high levels of guest satisfaction.

Skills

Communication

Multitasking

Attention to Detail

Education

Experience in luxury hospitality

Tools

Opera PMS

Vingcard

Fidelio

Job description

• Job Opportunity: Guest Service Agent | 5-Star Luxury Hotel ??
  
  

Location: Front Office – The Chester Grosvenor

Reports To: Front of House Manager, Head Receptionist, or other delegated senior leaders

Job Type: 24 Hours per week - can be flexible on 3 shifts per week or 4 shifts | Including weekends & holidays

Join Our Prestigious Team at The Chester Grosvenor

We are seeking an exceptional Guest Service Agent to be the welcoming face of our 5-star establishment. In this vital role, you will ensure our guests receive a seamless, personalised, and memorable experience from arrival to departure.

Become the Heart of Guest Arrival and Booking at The Chester Grosvenor

We are looking for a highly organised and service-driven Guest Service Agent with a strong background or passion for reservations and front-of-house excellence. As part of our iconic 5-star team, you will play a crucial dual role — acting as both a welcoming ambassador at the front desk and a reservations expert behind the scenes, ensuring our guests’ journeys begin with seamless booking and end with unforgettable stays.

Key Responsibilities

Reservations & Revenue Focus

• Handle all room bookings with precision and professionalism via phone, email, and digital channels.
• Use hotel management systems (Opera PMS) to ensure accurate, up-to-date reservations data.
• Maximise occupancy, revenue, and yield through proactive up-selling, cross-selling, and rate optimisation in line with company strategies.
• Communicate daily with revenue and sales teams to support special promotions, packages, and high-demand periods.
• Maintain reservation logs and reports, and respond to booking queries promptly.
  
  

Guest Experience & Front Office Operations

• Deliver a warm, tailored welcome to each guest and provide attentive service throughout their stay.
• Check guests in and out with efficiency and discretion using advanced PMS tools.
• Ensure VIPs, loyalty members, and return guests receive personalised recognition and service.
• Resolve guest complaints with professionalism, always aiming for guest satisfaction.
  
  

Concierge & Upselling

• Recommend and arrange luxury experiences, fine dining, spa treatments, and local attractions.
• Promote hotel services and amenities, always seeking opportunities to enhance the guest’s stay and increase revenue.
  
  

Coordination & Communication

• Work closely with housekeeping, portering, and the Guest Relations team to ensure all guest needs are met.
• Collaborate with management to ensure that all special requests, group bookings, and high-profile stays are executed flawlessly.
  
  

Skills & Qualifications

• Strong background or interest in hotel reservations and booking systems.
• Proficiency with Opera PMS, Vingcard, Fidelio, or similar property management systems.
• Exceptional communication and interpersonal skills.
• Experience in luxury hospitality or front office roles preferred.
• Excellent attention to detail and ability to multitask under pressure.
• Fluent in English; additional languages are highly desirable.
• Willingness to work a flexible schedule including weekends, nights, and holidays.
  
  

Health & Safety

• Knowledge of fire and emergency evacuation procedures.
• Adhere to Health & Safety regulations and hotel safety standards.
• Report incidents accurately and attend mandatory safety training.