Operator Guest Services Coordinator, The Savoy Hotel

Job Title: Guest Services Coordinator  

Department: Guest Relations Front of House  

Inspired and Supported by: Guest Relations Manager 

Salary: 31341 (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 detailssuch as special preferences or occasionswith 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 hotels amenities and experiences. 

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

Qualifications :

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. 

Additional Information :

Whats in it for you 

• Competitive salary pension and life assurance 

• 3133 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 

Remote Work :

No

Employment Type :

Full-time