Guest Relations Agent

3 weeks ago

London, United Kingdom The Athenaeum Full time

About Us:
At The Athenaeum, we take pride in our commitment to being **creative, ambitious, respectful, and ethical** in everything that we do. Our mission is to provide an exceptional experience for our guests that reflects these values, and we are seeking a **Guest Relations Agent** who shares our passion for delivering 5-star service and working collaboratively as part of a dedicated team.

**Key Responsibilities**:
1. Exceptional Service:

- Provide an outstanding guest experience by delivering prompt, friendly, and attentive service to our guests throughout their stay with us.
- Identify VIPs and special occasion guests and coordinate with the team to ensure we exceed guest expectations through room amenities and other personalised services.
- Welcome our guests to our executive lounge space, hosting the space and handling any inquiries, special requests or concerns there with professionalism and empathy, ensuring their satisfaction.

2. Team Collaboration:

- Work together as part of the team to foster a culture of collaboration and continuous improvement.
- Assist in training new team members and maintaining a positive, cohesive work environment.

3. Creativity and Ambition:

- Embrace our commitment to creativity by finding innovative solutions to meet and exceed our guests' expectations from their first interactions with us.
- Further the ambition of our brand by contributing to a team and a culture that ensures we reach our goals of exceptional service and achieve external recognition by our guests and industry peers.

4. Respect and Ethics:

- Treat all guests, colleagues, and booking agents with respect and courtesy, embodying our values of being respectful and ethical.
- Adhere to ethical guidelines and company policies, ensuring the highest standards of integrity and professionalism.

**Person Specification**:
Essential:

- Strong oral and written English communications skills
- Excellent ability to maintain guest and colleague relationships
- Process improvement oriented and creativity in problem resolution
- Superb organisational skills with rigorous commitment to accuracy and detail

Desirable:

- Previous experience as Front Office Agent, Guests Relations, or within a customer service role
- Ideally hold a bachelor’s degree in hospitality or equivalent in a related field
- Working knowledge of Opera property management software
- Knowledge of other languages in addition to English is an advantage.

**Benefits**:

- Competitive salary and gratuities
- Work/life balance
- Health, dental, and retirement benefits
- Wellbeing financial support
- Ongoing training and development opportunities
- Employee discounts and dining & stay privileges.
- A supportive and inclusive work culture

The Athenaeum has been family-run since the 1990s and could not be more committed to its famous five-star service.

An independent spirit remains at the heart of the hotel, where it continues to welcome everyone as VIPs and to make their stay individual.

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