Location
London

Hours
Flexible shifts to meet the needs of the hotel and guests

Salary
£32,533 per annum including service charge

About the Role
The Savoy is one of the world's most iconic hotels, renowned for outstanding service excellence since 1889. As a Guest Relations Agent, you will deliver an exceptional, seamless guest service experience where personalisation is perfected and process becomes an illusion. You will build meaningful relationships with guests throughout their stay, ensuring future loyalty. Your role is to passionately create a 5-star luxury guest experience characterised by flawless efficiency and authentic emotional connection. You will take ownership of guest requests, ensuring they are seen through to completion, and maximise internal communication networks to support a smooth guest journey. Key responsibilities include ensuring the Front Hall is covered at all times, providing a warm welcome to guests, assisting with arrival to departure needs, reviewing VIP information with Front of House teams, supporting front desk operations including arrivals, check out and billing, driving revenue through upselling and cross selling, and seeking opportunities to surprise and delight guests. You will also build connections with guests, pay close attention to preferences, and update profiles accordingly to maintain high service standards in every interaction.

Experience
1 – 3 years’ experience in a luxury hospitality environment

About you
Excellent verbal and written communication skills with the ability to engage effectively at all levels
Enthusiastic and positive personality with the ability to build trusting relationships
Ability to multitask and problem solve in a fast-paced environment
Keen eye for detail
Flexible to work different shifts as required
Ability to handle guest complaints professionally and go the extra mile to meet guest needs

Qualifications
Knowledge of OPERA Cloud
Previous experience with guest complaint handling
Familiarity with Seven Rooms, OpenTable, and Silverware is desirable

Additional Information
Flexibility and multi-skilling are valued; you may be asked to perform different tasks to meet guest and colleague needs