Front Desk Agent, The Savoy Hotel

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

Job Title: Front Desk Agent

Department: Front of House

Inspired & Supported by: Reception Manager

Salary: £34,795 + commission on upselling

Your purpose will be: To deliver an exceptional, seamless guest service experience, creating memorable personalisation at every opportunity; building meaningful relationships with our guests throughout their stay securing their future loyalty. You will specialise as a concierge, whilst confidently taking on additional guest executive responsibilities as required to be an integral member of the team.

You will be accountable for:

• Passionately and expertly creating a 5-star luxury guest experience, characterised by flawless efficiency and authentic emotional connection

• Taking ownership of any guest request which comes your way seeing it through until completion

• Maximising internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey

Your key responsibilities & contribution will be:

• Devising guest itineraries, making bookings and reservations while providing relevant recommendations to surprise and delight. Ensuring accuracy in the recording and communication of bookings.

• Promoting and nurturing positive relationships in the local area strengthening our position in the marketplace

• Having a thorough knowledge of the local area

• Confidently assisting with elements of the front desk operation including arrivals, check out and billing

• Assisting in providing in room/suite services – butler services, special/VIP room set ups, amenities, deliveries to rooms

• Driving 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

• Meeting all service standards in every guest interaction

• Ensuring that deliveries for guests and colleagues are correctly recorded and delivered

• Ensuring the front hall is covered at all times and providing a warm welcome for all guests

• Paying keen attention to guest preferences and update profiles accordingly

• Working different shifts including night shifts

What you will need to do this role:

Essential:

• Minimum 3 years’ experience in a Front Desk related role in a luxury hospitality environment

• Excellent communication skills, both spoken and written with the ability to build rapport quickly and communicate well with people of all levels

• 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

• Previous experience of guest complaint handling and going the extra mile to meet guest needs

• Flexibility to work different shifts including night shifts

• Knowledge of OPERA PMS

Desirable:

• Knowledge of ALICE concierge system

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

What’s in it for you?

• Competitive salary, pension, and life assurance

• 31–33 days of holiday (including public holidays)

• Cashback for wellbeing/healthcare expenses & Perkbox

• Exclusive discounts:

• Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included)

• 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants

• 20% off at other Gordon Ramsay restaurants and Restaurant 1890

• Free stay at The Savoy after probation

• Colleague restaurant, interfaith prayer room and wellness room

• Laundry services for all colleagues

• Gym access, cycle-to-work scheme and Virgin Active membership discount

• Season ticket loan for commuting

• Employee assistance program

• English classes, optician reimbursements, and local discounts for F&B and retail