Guest Relations Agent, The Savoy

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 Relations Agent

Department: Guest Relations

Salary: £31,269 (including service charge)                                

Inspired and Supported by: Guest Relations Manager 

Your purpose will be: To deliver an exceptional, seamless guest service experience where process becomes an illusion and personalisation is perfected. Building meaningful relationships with our guests throughout their stay ensuring future loyal guests.

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:

• 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.

What you will need to do in this role?

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

• Excellent communication skills, both verbal and written with the ability to communicate effectively 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
• Flexibility to work different shifts
• Knowledge of OPERA PMS
• Previous experience of guest complaint handling and going the extra mile to meet guest needs
• Knowledge of Opentable, Silverware

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