Luxury Guest Experience 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

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