Guest Experience Agent

Guest Experience Agent

Coming soon to the heart of Mayfair, The St. Regis London marks the brand's prestigious debut in the United Kingdom. This is a destination where history and modernity meet, where the energy of the city is palpable, and where every arrival feels personal. With signature butler service, refined interiors by Richmond International, and an unmatched Bond Street address, The St. Regis London embodies 'Live Exquisite'-a celebration of London's pioneering and glamorous lifestyle for the Luminaries of the world.

As Guest Experience Agent, you will be at the heart of delivering exceptional and personalised guest journeys, ensuring every interaction feels effortless, refined and memorable. Acting as a key ambassador of the hotel, you will go beyond traditional Front Office duties to anticipate guest needs, resolve requests and create meaningful connections throughout the stay. This role is ideal for a service‑driven professional who thrives in a dynamic luxury environment and is passionate about exceeding guest expectations.

Key Responsibilities

• Deliver warm, personalised and anticipatory service throughout the guest journey
• Support guests with check‑in, check‑out and all aspects of their stay experience
• Respond promptly to guest requests, enquiries and concerns, ensuring complete satisfaction
• Proactively engage with guests to understand preferences and enhance their experience
• Provide recommendations on hotel services, dining, and local attractions
• Coordinate with Butlers, Concierge, Housekeeping and other departments to fulfil guest needs
• Handle guest feedback and resolve issues with professionalism and empathy
• Maintain accurate guest profiles and record preferences to support personalised service
• Support operational tasks, reporting and administrative duties as required
• Maintain a visible presence within the lobby and guest areas to engage with guests
• Uphold all luxury service standards, company policies and brand expectations

Core Competencies

We are seeking a polished and engaging individual who demonstrates a passion for guest experience and exceptional service. You should have:

• Previous experience in a Guest Experience or Front Office role, ideally within a luxury hotel
• Strong understanding of guest relations and personalised service standards
• Excellent communication and interpersonal skills, with a warm and engaging approach
• Ability to anticipate guest needs and respond with thoughtful solutions
• Strong problem‑solving skills with a calm and professional demeanour
• Ability to work efficiently in a fast‑paced, high‑standards environment
• Strong organisational skills and attention to detail
• A proactive mindset, taking initiative to exceed guest expectations
• Impeccable personal presentation aligned with luxury brand standards
• A collaborative approach, working seamlessly across departments

At The St. Regis London, our Hosts are the heartbeat of our legacy of exceptional service. In honour of your dedication, we offer a curated collection of benefits designed to support and elevate your journey with us.

Financial Rewards

• Competitive salary designed to recognise excellence
• Workplace pension
• Company sick pay
• Additional holiday allowance
• Access to BenefitHub's exclusive retail, wellness and travel privileges
• Friends & Family preferred rates at Marriott hotels worldwide

Career Development

• Clear pathway for internal promotions and transfers
• Cross-department training to refine your craft and broaden your expertise
• Expert-led development programmes
• Continuous learning through structured programmes
• Premium e-learning platform access
• Be part of an exclusive pre-opening experience shaping the future of the property

Wellbeing Support

• Employee Assistance Programme
• Complimentary meals on duty, crafted with care and served in our staff restaurant featuring wholesome, quality cuisine.
• Food & Beverage discounts across Marriott properties
• Year-round wellbeing initiatives and wellness activities

Recognition & Appreciation

• Award programmes celebrating exceptional performance
• The Astor Awards
• Distinctive Moments celebration
• Long service awards
• Key life moments celebrated - birthday, anniversaries, personal milestones and achievements
• Vibrant social calendar with team events and engagement activities

*Terms and Conditions Apply

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.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.