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Guest Experience Agent

For us, first impressions are everything. We’re looking for a Guest Experience Agent to deliver a seamless guest experience from the second a guest steps through our doors.

Mandarin Oriental Hyde Park is London’s most iconic address. The spirit of the city infuses every floor. The park’s green vastness rolls beyond bedroom windows. Renowned guests frequent the hotels’ bars and restaurants.

It’s another world. A world of oriental luxury and the most attentive service. A world that’s all about our guests.

It’s also a world that’s been reinvented and reimagined to move with the times. With a heart of London’s heritage and an eye to the future, we use our own sense of history to set new standards – through kind, passionate and generous service.

For some hotels, a cheerful smile and polite tone might be enough to be a Guest Experience Agent. For us, being the face of our hotel calls for much more.

First and foremost, being a Guest Experience Agent is about emotional intelligence. We need people who can read our guests in the blink of an eye: are they excited and ready to talk? Or tired from their flight and looking for calm?

Of course, it’s also about how you present yourself. We’re looking for a Guest Experience Agent who can wear our fan pin with pride. And finally, it’s about pulling together, because a great deal of teamwork goes into creating the perfect stay. For example, if a guest mentions an early start, our whole team can come together to make that easier for them – a well-timed wake up call, a luxury car ready and waiting.

It’s a finely tuned orchestra, made up of exceptional soloists.

We offer our colleagues benefits including:

• Complimentary & discounted stays at our beautiful Hotels
• Access to discounts and deals with over 200 popular high street retailers, including discounted gym memberships and travel deals
• Westfield Health cash plan, with children added at no extra cost
• Colleague Experience Stay in-house with breakfast included upon completed probation
• 50% F&B & Spa discount
• Friends & Family hotel rate and Spa discount
• Season ticket loan & cycle to work scheme
• Generous recruitment referral bonus
• Free meals on duty & uniform dry-cleaning services
• Increased holiday entitlement with Length of Service, up to 33 days annual leave
• Life Insurance benefits whilst in service
• Highly discounted podiatry sessions
• Financial wellbeing, financial planning and mortgage advice workshops
• Employee Recognition Programmes
• Employee Assistance Program through Hospitality Action
• Social, wellbeing, charity, and sporting events throughout the year
• 1 paid Charity day per year to dedicate to a charity of your choice
• Fantastic learning and development opportunities for all levels of staff
• Excellent career progression with an iconic, luxury, global hotel brand

About the role

As Guest Experience Agent, you will be acting as a liaison with all hotel guests via phone, email and other communication channels. You will also be ensuring that the amenity programme is maintained, arrival reports are updated with relevant information, and maximising revenue opportunities whilst maintaining guest satisfaction levels at all times. Our Guest Experience Agents must demonstrate excellent organisation, emotional intelligence, and a passion for delivering unique and memorable experiences to our guests.

Eligibility:

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.