Company Description
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 Description
Job Title: Front Desk Agent, (0-hour Casual Contract)
Department: Front Office
Inspired & Supported by: Reception Manager
Salary: £16,73 per hour + 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:
1. Passionately and expertly creating a 5-star luxury guest experience, characterised by flawless efficiency and authentic emotional connection
2. Taking ownership of any guest request which comes your way seeing it through until completion
3. 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:
4. Devising guest itineraries, making bookings and reservations while providing relevant recommendations to surprise and delight. Ensuring accuracy in the recording and communication of bookings.
5. Promoting and nurturing positive relationships in the local area strengthening our position in the marketplace
6. Having a thorough knowledge of the local area
7. Confidently assisting with elements of the front desk operation including arrivals, check out and billing
8. Assisting in providing in room/suite services – butler services, special/VIP room set ups, amenities, deliveries to rooms
9. Driving revenue through upselling and cross selling.
10. Communicating clearly with other teams and through RSM to ensure efficient service for our guests
11. Seeking opportunities to surprise and delight our guests
12. Meeting all service standards in every guest interaction
13. Ensuring that deliveries for guests and colleagues are correctly recorded and delivered
14. Ensuring the front hall is always covered and providing a warm welcome for all guests
15. Paying keen attention to guest preferences and update profiles accordingly
16. Working different shifts including night shifts
Qualifications
What you will need to do this role:
Essential:
17. 1 to 3 years’ experience in a Front Desk related role in a luxury hospitality environment
18. Excellent communication skills, both spoken and written with the ability to build rapport quickly and communicate well with people of all levels
19. Enthusiastic and positive personality with the ability to build trusting relationships
20. Ability to multi task and problem solve in a fast paced environment
21. Keen eye for detail
22. Previous experience of guest complaint handling and going the extra mile to meet guest needs
23. Flexibility to work different shifts including night shifts
24. Knowledge of OPERA PMS
Desirable:
25. 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.
Additional Information
What’s in it for you?
26. Competitive salary, pension
27. Accrued holidays
28. Exclusive discounts:
29. Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included)
30. 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants
31. 20% off at other Gordon Ramsay restaurants and Restaurant 1890
32. Colleague restaurant, interfaith prayer room and wellness room
33. Laundry services for all colleagues
34. Gym access
35. Local discounts for F&B and retail