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- Job Opportunity: Guest Service Agent | 5-Star Luxury Hotel ??
Location: Front Office – The Chester Grosvenor
Reports To: Front of House Manager, Head Receptionist, or other delegated senior leaders
Job Type: 24 Hours per week - can be flexible on 3 shifts per week or 4 shifts | Including weekends & holidays
Join Our Prestigious Team at The Chester Grosvenor
We are seeking an exceptional
Guest Service Agent to be the welcoming face of our 5-star establishment. In this vital role, you will ensure our guests receive a seamless, personalised, and memorable experience from arrival to departure.
Become the Heart of Guest Arrival and Booking at The Chester Grosvenor
We are looking for a highly organised and service-driven
Guest Service Agent with a strong background or passion for
reservations and front-of-house excellence. As part of our iconic 5-star team, you will play a crucial dual role — acting as both a welcoming ambassador at the front desk and a reservations expert behind the scenes, ensuring our guests’ journeys begin with seamless booking and end with unforgettable stays.
Key Responsibilities
Reservations & Revenue Focus
- Handle all room bookings with precision and professionalism via phone, email, and digital channels.
- Use hotel management systems (Opera PMS) to ensure accurate, up-to-date reservations data.
- Maximise occupancy, revenue, and yield through proactive up-selling, cross-selling, and rate optimisation in line with company strategies.
- Communicate daily with revenue and sales teams to support special promotions, packages, and high-demand periods.
- Maintain reservation logs and reports, and respond to booking queries promptly.
Guest Experience & Front Office Operations
- Deliver a warm, tailored welcome to each guest and provide attentive service throughout their stay.
- Check guests in and out with efficiency and discretion using advanced PMS tools.
- Ensure VIPs, loyalty members, and return guests receive personalised recognition and service.
- Resolve guest complaints with professionalism, always aiming for guest satisfaction.
Concierge & Upselling
- Recommend and arrange luxury experiences, fine dining, spa treatments, and local attractions.
- Promote hotel services and amenities, always seeking opportunities to enhance the guest’s stay and increase revenue.
Coordination & Communication
- Work closely with housekeeping, portering, and the Guest Relations team to ensure all guest needs are met.
- Collaborate with management to ensure that all special requests, group bookings, and high-profile stays are executed flawlessly.
Skills & Qualifications
- Strong background or interest in hotel reservations and booking systems.
- Proficiency with Opera PMS, Vingcard, Fidelio, or similar property management systems.
- Exceptional communication and interpersonal skills.
- Experience in luxury hospitality or front office roles preferred.
- Excellent attention to detail and ability to multitask under pressure.
- Fluent in English; additional languages are highly desirable.
- Willingness to work a flexible schedule including weekends, nights, and holidays.
Health & Safety
- Knowledge of fire and emergency evacuation procedures.
- Adhere to Health & Safety regulations and hotel safety standards.
- Report incidents accurately and attend mandatory safety training.
