Guest Relations Agent

**Kimpton Fitzroy London are looking for a Guest Relations Agent to join their luxury hotel in Central London**
- Kimpton Fitzroy London is all about providing a contemporary luxury hotel experience whilst building heartfelt human connections with guests and colleagues - we call it the Stay Human project. Our team are focused on providing our guests with 5* service and making heartfelt human connections with our team members too._
- Who you are is who we are, if you want to work in a hugely diverse team where everyone is welcome - this is the place for you_

Our Guest Relations Agent you will be responsible for creating a warm and friendly welcome to all our guests when they arrive. You will ensure that our guests receive a true Kimpton experience and exceed our service standards during their stay. You will have the opportunity to be creative and imaginative in meeting every need of our guests and adding surprises and special touches to create ridiculously personalised and memorable experiences. Your role will also involve coordination and communication with many of the hotels departments to ensure the guest experience is seamless in delivery.

Key Responsibilities:

- Provides the most welcoming and accommodating service to all guests
- Spends time in the lobby, especially during the peak periods and ensures that regular guests are welcomed back and recognised
- Prepares meticulously VIP arrivals detail report to ensure the delivery of personalised experiences to our guests, including highlighting any special requests to relevant departments
- Makes sure room allocations for VIPs are in line with guest preferences and requests
- Sets up decorations in the room when guests are coming for a special occasion
- Meets and greets guests in the lobby and rooms as VIP guests as much as possible
- Googles VIP guests to obtain further information and pictures of guests
- Prepares new VIP of the Day daily and communicates this with other departments
- Upsells and cross-sells whenever possible
- Builds and maintain relationships with guests.

**To succeed in this role you will need**:

- Look smart - wear your uniform with pride and lead by example
- Great communication skills both written and verbal
- Confident in public speaking
- Showcases creativity in implementing amenity programs and personalised in room amenities for guests, motivating other team members to do the same
- Be a team player and pride yourself on delivering exceptional and warm service
- Willing to multitask and undertake duties outside of the normal job description, easy to be around and can really contribute to deliver the Kimpton service
- Passionate about people, bubbly personality, and outgoing style of service delivery
- Knowledge Opera and Knowcross preferred
- Passionate about delivering great service and be guest focuse
- Have previous experience in Reception, Guest Relations, Concierge, preferably in a 4/5* hotel
- Experienced with handling guests queries and complaints
- To be willing to learn new things and work as part of a wide hotel team.

**We are committed to offer and provide our Guest Relations Agent with a competitive salary and a large range of benefits**:

- **£27,040.00 **and **great IHG perks**:

- 28 days holiday each year, including bank holidays
- Worldwide hotel room rates and F&B discounts for all employees - plus Friends & Family.
- Discounts on retail and various activities through our HAPI benefit portal - with access to over 15,000 stores (Supermarkets, clothing stores, cinema tickets, eye care vouchers)
- Season ticket loan
- 24/7 access to our staff wellbeing service, providing free confidential support and guidance for mental and physical health and financial wellbeing.
- Complimentary monthly wellbeing initiatives plus medical plan.
- Subsidised taxi journey home for shifts finishing between 00:00 and 05:00
- 50% off F&B in our restaurants (Galvin Bar & Grill, Burr & Co, Palm Court and Fitz’s Bar)
- Recognition through our Bravo programme - Where you can give and receive rewards & recognition for outstanding work
- Continual Learning & Development opportunities
- Employee of the month programme
- Exciting social events throughout the year
- Opportunities for career progression and to transfer around the world
- Generous ‘Refer a friend’ programme
- Meals whilst on duty in our staff restaurant
- Opportunities to get involved in our charitable and community activities

**But above all you will have space to**:
**Be Yourself **We support you to be the best version of yourself within your professional and personal life. You will be able to participate in **monthly well-being activities**, talk to our **Mental Health First Aiders** and access our **confidential colleague support line**.

**Lead Yourself **Empowerment is key and we want to see you thrive. We want you to lead your career and we will provide you the tools and knowledge to help you get there. Whether you want to become a **Mental Health Fir