Guest Advisor, The Savoy
FAIRMONT
London, England, United Kingdom
4h ago

JOB DESCRIPTION

Placing extraordinary people at the heart of memories made and stories told

Department : Revenue Management

Inspired & supported by : Director of Revenue Management and Revenue Manager

Your purpose will be :

To generate revenue, being the first point of call for our guests, to assist with enquiries and take reservations, setting the tone of our 5 star service through your connected interactions and personalised service

  • Taking rooms, groups and F&B reservations and accurately putting them into our system
  • Answering all enquiries regarding our room rates, venues and other special requirements
  • Taking a creative and proactive approach to the special requests of our guests
  • Look after our guests throughout their booking process, taking all the required details and payment information
  • Create emotional connections with our guests, making them smile over the phone and email communications
  • Be a trusted advisor, offering value and actionable insights to all guest enquiries
  • Identify and contact guests through all our different platforms including online booking agents, wholesalers, etc.
  • Add value to guests’ stays by providing guidance and information of the hotel venues, rooms and the hotel’s local area
  • Try to always anticipate guests’ needs and ensure all guests expectations are met prior to their arrival
  • Make relevant recommendations that will delight our guests and devise personalised itineraries
  • Work with the team to manage up to 400 phone and email enquiries a day
  • Communicate with all the departments in our hotel to ensure our guests’ requests are provided
  • Ensure correct procedures and standards are followed to guarantee that all guests are provided with Savoy’s well-known customer service
  • Essential :

  • Good knowledge of IT systems (Opera PMS, Open Table, Book a Table)
  • Exceptional attention to detail with knowledge of quality standards
  • Ability to manage guest’s expectations
  • Excellent English spoken and reading skills
  • Knowledge of restaurant operations and guest relations
  • The ability to work in a team and build relationships with the others
  • Must be organised and proactive in managing your tasks
  • Good communications skills in order to handle guests’ requests
  • Flexibility to work shifts and weekends
  • Strong team work and communication skills
  • Prior luxury 5* experience preferred
  • Reservations experience
  • Please note that 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.

  • Your passion for hospitality and your enthusiasm for what you do are clear for all to see.
  • You are gifted in building authentic relationships with our guests and colleagues, tuning into what they need and always going the extra mile to make them feel special.
  • Nothing is too much trouble.

  • Your glass is always half full and your positive energy is infectious.
  • You are adaptable, and enjoy doing a variety of different things. You would never say it’s not my job!’
  • You work well under pressure, juggling tasks and prioritising brilliantly, so that you consistently deliver to a high standard
  • You have an eye for detail and are committed to doing everything you can to get it right first time for our guests and colleagues
  • You are constantly thinking about how we can improve the way we do things and create and even better guest and colleague experience
  • You are an expert in what you do best, and have the appetite to learn how to do new things
  • You are self-motivated, and take ownership for driving your own performance , thriving on being trusted and being given freedom in how you do your job
  • You work brilliantly with colleagues across the hotel so that we are one team delivering a seamless and memorable guest experience
  • Being part of The Savoy family our culture is unique!
  • We will trust, empower and develop you to fulfil your potential
  • You will benefit from training and development opportunities
  • We have regular social events
  • Competitive Salary and benefits including pension and life assurance
  • Commission on treatments and products
  • Laundry services & dry cleaning for uniform
  • 31 days of holiday (including Public holidays)
  • Colleague restaurant
  • Colleague gym facility
  • Employee assistance program
  • Cycle to work scheme
  • Savoy Hotel discount, and discounts in Accor hotels
  • And last but not least you will get to work with a team of EXTRAORDINARY people
  • Last date to apply : 31st May 2021

    Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form