Guest Services Agent

The role

The Guest Services Agent delivers exceptional guest experiences whilst driving optimal up-sell and on- sell performance.

• Answer and communicate with guests via Hotel Messaging system
• Enter and monitor jobs Hotel Service systems
• To have complete knowledge of the hotel and its facilities, knowledge of other hotels, as well as, knowledge of what events are taking place within the hotel and the city
• Arrange conference calls within the corporate boardroom while also making sure the room itself is thoroughly cleaned for managers
• To optimise guest, spend through promotional awareness and suggestive selling techniques
• To ensure that all white boards are updated with the correct information at all times
• Knows what action to take when an emergency call is required.
• Assist Hotel Systems team to record voicemail message for the company phone system
• To multitask and be able to assist with other guest service requirements as needed
• Conduct other administrative tasks, including helping other areas in Rooms division and making orders for more supplies

If you're our ideal Guest Services Agent, you will have;

• Excellent speaking voice
• Superb customer service skills
• Ability to work well under pressure
• Knowledge of switchboards and phone systems

About us

Located in the heart of Kensington, the Royal Garden Hotel is a five-star luxury property overlooking Kensington Palace and Gardens, and only moments from London's most iconic landmarks. Just a five-minute walk from High Street Kensington underground station, the hotel blends an exceptional location with world-class hospitality.

At Royal Garden Hotel, we take pride in creating memorable guest moments through tailored luxury experiences, delivered by a warm, friendly, and empowered team. More than just a workplace, we provide an environment where team members can build rewarding careers, supported by dedicated learning and development opportunities.