Luxury Guest Concierge: 5-Star Service & Upsells

Fairmont Hotels & Resorts; Greater London; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Pension

Life assurance

Holiday entitlement (31–33 days)

Perkbox

Exclusive staff discounts

Free hotel stay after probation

Gym access

Job summary

The Savoy in London seeks a Guest Relations Agent to deliver a seamless, personalised luxury guest experience at the Front Hall and throughout the guest stay.

You will greet guests, handle requests, and support VIP services while maintaining flawless communication with teams. This role emphasizes upselling, problem solving, and genuine guest connection within a renowned five‑star setting.

Qualifications

• 1–3 years’ experience in a luxury hospitality environment.
• Excellent communication skills, both verbal and written.
• 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 Cloud.
• Previous experience of guest complaint handling and going the extra mile to meet guest needs.
• Knowledge of Seven Rooms, OpenTable, Silverware.

Responsibilities

• 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.
• To confidently assist the Guest Executives in all elements of the front desk operation including arrivals, check out and billing.
• To drive 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.
• To meet all service standards in every guest interaction.
• Building connections with our guests during their stay when meeting them in the Front Hall.
• To pay keen attention to guest preferences and update profiles accordingly.

Skills

Guest service experience

Communication skills

Multi-tasking

Attention to detail

Flexibility

Tools

OPERA Cloud

Seven Rooms

OpenTable

Silverware

Job description

The Savoy in London seeks a Guest Relations Agent to deliver a seamless, personalised luxury guest experience at the Front Hall and throughout the guest stay.

You will greet guests, handle requests, and support VIP services while maintaining flawless communication with teams. This role emphasizes upselling, problem solving, and genuine guest connection within a renowned five‑star setting.