Guest Services Agent

Nobu Hotel Portman Square; London; On-site; GBP 22,000 - 28,000; Full time

Job summary

Nobu Hotel London Portman Square is seeking a Guest Services Agent who will provide outstanding customer service and manage guest communications. In this role, you will create a welcoming experience, handle inquiries, and represent the hotel with professionalism. Join a team committed to luxury hospitality, with excellent benefits including discounted stays and opportunities for career progression.

Benefits

Discounted overnight stays across Nobu properties

Two annual hotel-wide social events

Discounted wellness treatments

Opportunities for career progression

Access to diverse learning opportunities

Support from Mental Health First Aiders

Up to 33 holiday days based on service length

Life Assurance Scheme

Cycle to Work Scheme

Free meals while on duty

Qualifications

• Strong background in customer service and hospitality.
• Excellent communication skills with a friendly demeanor.
• Ability to handle guest inquiries and complaints effectively.

Responsibilities

• Manage incoming calls and provide excellent guest service.
• Maintain and review guest voicemail and message systems.
• Handle the switchboard console efficiently.

Skills

Customer service

Communication

Hospitality

Problem-solving

Knowledge of OPERA

Job description

As a Guest Services Agent, you will be responsible for answering incoming calls in a warm, friendly, and hospitable manner, including transferring calls and taking messages. Your tasks will include:

1. Creating a welcoming first impression over the phone.
2. Providing genuine, attentive, and friendly service to reflect Nobu standards.
3. Handling the switchboard console efficiently and effectively.
4. Answering guest questions regarding dining reservations, services, and hotel amenities.
5. Processing scheduled wake-up calls.
6. Maintaining and reviewing the guest voicemail and message systems.
7. Having thorough knowledge of OPERA to ensure all guest information is captured.
8. Making empowered decisions to enhance guest experience or resolve complaints.
9. Representing Nobu as an ambassador, embodying our values and commitment.

Benefits of Joining Our Team

• Two hotel-wide social events annually, including Employee Awards night.
• Discounted overnight stays across Nobu properties worldwide.
• Discounted Pilates classes and wellness treatments.
• Opportunities for career progression within the hotel and wider portfolio.
• Access to diverse learning and project opportunities.
• Support from Mental Health First Aiders within the team.
• Exciting wellness and volunteering opportunities.
• Up to 33 holiday days based on length of service.
• Life Assurance Scheme.
• Cycle to Work Scheme.
• Discounts on all food and beverage.
• Free meals while on duty.

Nobu Hotels combines modern luxury with minimal Japanese tradition, creating a lifestyle hotel filled with cutting-edge design and stunning spaces. Founded by renowned Chef Nobu Matsuhisa, Robert De Niro, and Meir Teper, the hotel offers an unparalleled experience through exquisite cuisine, innovation, and creativity.

Nobu Hotel London Portman Square features 249 rooms and suites, along with a Nobu restaurant, ballroom, and meeting spaces, designed by David Collins Studio and Make Architects.

We seek individuals who embody our core values of Kokoro, Smile, Family, and Crafted. Share our passion, deliver quality results, and be courageous and creative in your role.