Company Description
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.
1. Top Ten (Big Organisations) – Sunday Times Best Places to Work 2025
2. 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
3. Institute of Hospitality Awards 2025
🏆 Talent Development Team of the Year
Job Description
Job Title: Front Desk Agent
Department: Front of House
Inspired & Supported by: Reception Manager
Salary: £35,208 (including service charge)
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:
4. Passionately and expertly creating a 5-star luxury guest experience, characterised by flawless efficiency and authentic emotional connection
5. Taking ownership of any guest request which comes your way seeing it through until completion
6. 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:
7. Devising guest itineraries, making bookings and reservations while providing relevant recommendations to surprise and delight. Ensuring accuracy in the recording and communication of bookings.
8. Promoting and nurturing positive relationships in the local area strengthening our position in the marketplace
9. Having a thorough knowledge of the local area
10. Confidently assisting with elements of the front desk operation including arrivals, check out and billing
11. Assisting in providing in room/suite services – butler services, special/VIP room set ups, amenities, deliveries to rooms
12. Driving revenue through upselling and cross selling.
13. Communicating clearly with other teams and through RSM to ensure efficient service for our guests
14. Seeking opportunities to surprise and delight our guests
15. Meeting all service standards in every guest interaction
16. Ensuring that deliveries for guests and colleagues are correctly recorded and delivered
17. Ensuring the front hall is covered at all times and providing a warm welcome for all guests
18. Paying keen attention to guest preferences and update profiles accordingly
19. Working different shifts including night shifts
Qualifications
What you will need to do this role:
Essential:
20. Minimum 3 years’ experience in a Front Desk related role in a luxury hospitality environment
21. Excellent communication skills, both spoken and written with the ability to build rapport quickly and communicate well with people of all levels
22. Enthusiastic and positive personality with the ability to build trusting relationships
23. Ability to multi task and problem solve in a fast paced environment
24. Keen eye for detail
25. Previous experience of guest complaint handling and going the extra mile to meet guest needs
26. Flexibility to work different shifts including night shifts
27. Knowledge of OPERA PMS
Desirable:
28. 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?
29. Competitive salary, pension,
30. Accrued Holiday
31. 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 restaurants20% off at other Gordon Ramsay restaurants and Restaurant 1890
32. Colleague restaurant, interfaith prayer room, colleague gym and wellness room
33. Laundry services for all colleagues
34. Local discounts for F&B and retail