Guest Services Coordinator

4 weeks ago

London, Greater London, United Kingdom Accor Full time
Job Title: Guest Services Coordinator

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels.



  • Ensuring all enquiries are actioned in a timely and efficient manner while meeting all service standards.
  • Handling telephone communications encompassing switchboard, Food and Beverage and all in house guest requests, whilst assisting with In Room Dining, Concierge requests and Valet/Laundry.
  • Providing knowledgeable responses and recommendations to all guest enquiries, whilst taking every opportunity to exceed expectations.
  • Setting teams up for success through accurate arrivals report checks and clear communication.

Key Responsibilities

  • Ensure internal and external calls are handled according to our service standards.
  • Knowledge of all telephone, communication and booking systems.
  • Knowledgably answer all general and food and beverage enquires whilst accurately placing Afternoon Tea, Bar and Restaurant reservations accordingly.
  • Ensure clear communication channels and methods with all other departments in order to facilitate complete guest service.
  • Full pre-arrival preparation for guests including advance contact with guest, updating the systems and clearly communicating all relevant information with the relevant teams.
  • Actively participate in up selling and cross selling the hotels services.
  • Take in-room dining orders, up-sell daily specials and dishes appropriately, ensuring orders are entered accurately in SilverWare for prompt delivery.
  • Assistance with rooms' coordination to ensure the smooth running of daily operations.
  • Thorough checking and preparation of pre-arrival reports and coordinating guest itineraries.
  • Drive innovation and continuous improvement of the department to ensure a seamless experience for all guests from pre-arrival through to post stay.
  • Initiate, develop and maintain excellent service standards with a consistent focus on the guest experience.
    Requirements

    • 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 different shifts including night shifts.

    What's in it for you?

    • Competitive salary and benefits including pension and life assurance.
    • 31 days of holiday including public holidays (increase to 33 days after 5 years).
    • Cashback scheme for everyday wellbeing/healthcare expenses including Perkbox.
    • Special rates for Savoy colleagues and their friends & family and discount across Accor hotels worldwide.
    • Fantastic colleague rates in Fairmont and Raffles hotels worldwide that includes friends & family.
    • Free stay at The Savoy after successful completion of probation.
    • 50% discount at our iconic American & Beaufort Bars.
    • 50% discount at our world-famous Afternoon Tea.
    • 50% discount at our spa and florist.
    • 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill.
    • 20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890.
    • Laundry services & dry cleaning for uniformed and non-uniformed colleagues.
    • Colleague gym facility and Virgin Active gym membership discount.
    • Employee assistance programme.
    • Annual optician reimbursements for eye tests and glasses.
    • English language classes.
    • Colleague restaurant.
    • Local F&B, retail and gym discounts.
    • Interfaith prayer room.
    • Wellness room.
    • Cycle to work scheme.

    A career with Accor

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.

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