Operator / Guest Services Coordinator, The Savoy Hotel

The Savoy is one of the world's most iconic hotels. We are the original British luxury hotel, opened in 1889, and have a reputation for outstanding service excellence. We blend our rich history with innovation, and have played host to royalty, world leaders, and legends of the stage and screen. Today, we pride ourselves on creating special memories for our guests by delivering the very best in five-star luxury hospitality.

Our award-winning, colleague-centric culture truly differentiates us in the luxury hospitality marketplace. We offer competitive salaries and benefits, along with outstanding career development opportunities globally within Fairmont.

• Top Ten (Big Organisations) – Sunday Times Best Places to Work 2025

• HR in Hospitality Awards 2025:

  • 🏆 Excellence in Employee Experience

  • 🏆 HR Team of the Year

  • 🏆 HR Leader of the Year – awarded to our Director of People & Culture, Sally Webster

• Institute of Hospitality Awards 2025

  • 🏆 Talent Development Team of the Year

Job Title: Guest Services Coordinator  

Department: Guest Relations, Front of House  

Inspired and Supported by: Guest Relations Manager 

Salary: 31,341 (including service charge) 

Your purpose will be: To deliver an exceptional and seamless guest journey from pre-arrival through to post-stay by coordinating guest requests, facilitating clear communication across departments, and ensuring all touchpoints reflect the highest level of care and attention. You will play a key role in supporting Rooms Division in creating memorable and personalised experiences. 

You will be accountable for: 

• Managing guest communication, both internal and external, to ensure requests and preferences are actioned in a timely and effective manner. 

• Supporting pre-arrival planning by coordinating with relevant departments and ensuring all guest information is updated and communicated clearly. 

• Overseeing all switchboard-related communications to ensure timely and professional service. 

• Supporting the smooth flow of information between teams and facilitate seamless communication across departments to anticipate and fulfil guest needs. 

• Contributing to a proactive guest recognition programme and ensuring VIP guests receive bespoke and thoughtful service. 

Your key responsibilities & contribution will be: 

• Ensure all calls and guest enquiries are answered promptly and according to brand service standards. 

• Demonstrate expert knowledge of all relevant systems in communication, booking, and guest experience platforms. 

• Knowledgably answer all general hotel and food and beverage enquires whilst accurately placing Afternoon Tea, Bar and Restaurant reservations accordingly.   

• Conduct full pre-arrival preparation for guests, including advance contact, reviewing and updating guest profiles and systems, coordinating itineraries, and clearly communicating all relevant details—such as special preferences or occasions—with the appropriate teams. 

• Assist in handling in-room dining orders, upselling when appropriate, and ensuring accuracy through the POS system. 

• Participate in the ongoing innovation of guest relations, seeking opportunities to improve the guest journey. 

• Actively contribute to up-selling and cross-selling the hotel’s amenities and experiences. 

• Handle any guest feedback or concerns with empathy, efficiency, and a focus on resolution. 

What you will need to do this role: 

Essential: 

• Excellent communication skills, both verbal and written with the ability to communicate effectively with people of all levels 

• Proven organizational skills and able to work independently. 

• Enthusiastic and positive with the ability to build trusting relationships 

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

• Ability to multi task and problem solve in a fast paced environment 

• Keen eye for detail 

• Flexibility to work various shift patterns, including night shifts when required. 

Desirable: 

• Knowledge of any or all of switchboard operations, ALICE, Alliants, HOTSOS, Open Table, SilverWare and OPERA. 

• Previous experience in guest services role. 

• 1-3 years’ experience in the Luxury Hospitality Industry. 

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  

• Optician reimbursements, and local discounts for F&B and retail