Guest Service Agent ( Inclusive of Reservations), 24 hours per week - across 3 shifts or 4 - flexible
Guest Service Agent ( Inclusive of Reservations), 24 hours per week - across 3 shifts or 4 - flexible
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Job Description
Job Opportunity: Guest Service Agent 5-Star Luxury Hotel
Location: Front Office The Chester Grosvenor
Reports To: Front of House Manager Head Receptionist or other delegated senior leaders
Job Type: 24 Hours per week - can be flexible on 3 shifts per week or 4 shifts Including weekends & holidays
Join Our Prestigious Team at The Chester Grosvenor
We are seeking an exceptional Guest Service Agent to be the welcoming face of our 5-star establishment. In this vital role you will ensure our guests receive a seamless personalised and memorable experience from arrival to departure.
Become the Heart of Guest Arrival and Booking at The Chester Grosvenor
We are looking for a highly organised and service-driven Guest Service Agent with a strong background or passion for reservations and front-of-house excellence. As part of our iconic 5-star team you will play a crucial dual role acting as both a welcoming ambassador at the front desk and a reservations expert behind the scenes ensuring our guests journeys begin with seamless booking and end with unforgettable stays.
Key Responsibilities
Reservations & Revenue Focus
Handle all room bookings with precision and professionalism via phone email and digital channels.
Use hotel management systems (Opera PMS) to ensure accurate up-to-date reservations data.
Maximise occupancy revenue and yield through proactive up-selling cross-selling and rate optimisation in line with company strategies.
Communicate daily with revenue and sales teams to support special promotions packages and high-demand periods.
Maintain reservation logs and reports and respond to booking queries promptly.
Guest Experience & Front Office Operations
Deliver a warm tailored welcome to each guest and provide attentive service throughout their stay.
Check guests in and out with efficiency and discretion using advanced PMS tools.
Ensure VIPs loyalty members and return guests receive personalised recognition and service.
Resolve guest complaints with professionalism always aiming for guest satisfaction.
Concierge & Upselling
Recommend and arrange luxury experiences fine dining spa treatments and local attractions.
Promote hotel services and amenities always seeking opportunities to enhance the guests stay and increase revenue.
Coordination & Communication
Work closely with housekeeping portering and the Guest Relations team to ensure all guest needs are met.
Collaborate with management to ensure that all special requests group bookings and high-profile stays are executed flawlessly.
Skills & Qualifications
Strong background or interest in hotel reservations and booking systems.
Proficiency with Opera PMS Vingcard Fidelio or similar property management systems.
Exceptional communication and interpersonal skills.
Experience in luxury hospitality or front office roles preferred.
Excellent attention to detail and ability to multitask under pressure.
Fluent in English; additional languages are highly desirable.
Willingness to work a flexible schedule including weekends nights and holidays.
Health & Safety
Knowledge of fire and emergency evacuation procedures.
Adhere to Health & Safety regulations and hotel safety standards.
Report incidents accurately and attend mandatory safety training.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
