Guest Experience Agent

Contract: Permanent Salary: £26,520 + generous service charge

The Perks of working for The Marylebone Hotel:

• Service Charge on top of your base salary
• Upselling incentives
• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

If you love making guests feel special and want to be a part of a great team that is passionate about hospitality, this opportunity to join us is perfect.

The role of a Guest Experience Agent represents a fantastic opportunity for an organised candidate. In this role you will be an ambassador for the hotel and will be passionate about delivering world class service to our guests. Often the first point of call for our guests, the ideal candidate will have experience in a similar role, excellent communication skills and a creative, hands-on approach.

• Deliver exceptional guest service by responding to enquiries, requests, and phone calls in a friendly, professional, and timely manner.
• Manage guest communications, including pre-arrival emails, special requests, guest profiles, registration details, and departure follow-ups.
• Act as a key point of contact between guests and hotel departments, ensuring seamless communication and issue resolution.
• Anticipate guest needs and create memorable experiences through personalised service and attention to detail.
• Maintain accurate guest records, notes, traces, alerts, and departmental information.
• Prepare VIP reports, update guest information systems, and support Consortia guest communications.
• Identify opportunities to enhance the guest journey through "surprise and delight" initiatives.
• Ensure smooth shift handovers and stay informed about daily events, arrivals, and operational requirements.
• Work collaboratively with colleagues across all departments to ensure efficient hotel operations.

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.