Order Taker

Order Taker

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 Order Taker, you will act as the central point of contact for all incoming communications to the hotel, managing guest and external requests with warmth, precision and discretion while ensuring every interaction reflects the refined and anticipatory St.Regis service. Working closely with Butlers, Front Office and operational teams, you will coordinate requests efficiently, maintain accurate guest records and contribute to a seamless, personalised guest journey within a fast‑paced luxury environment.

Key Responsibilities

• Answer, record and process all guest and external calls, enquiries, messages and service requests accurately and professionally
• Coordinate guest requests with the appropriate departments and follow up to ensure complete resolution and guest satisfaction
• Update and maintain guest preferences and service insights within systems to support personalised guest experiences
• Provide accurate information regarding hotel services, facilities, amenities and local recommendations
• Support billing verification, adjustments and guest account enquiries where required
• Process wake‑up calls, messages and communication requests with accuracy and attention to detail
• Uphold confidentiality of guest information and company data at all times
• Ensure all interactions reflect the St.Regis service philosophy and luxury brand standards
• Work collaboratively with Butler Services, Front Office and operational teams to ensure seamless service delivery
• Maintain a calm, polished and professional approach during high‑volume or high‑pressure periods

Core Competencies

We are seeking a polished and detail‑oriented professional who demonstrates warmth, efficiency and a genuine passion for luxury hospitality. You should have:

• Previous experience in a Front Office, Butlers or Operator role, ideally within a luxury hotel environment
• Strong understanding of luxury guest service and personalised hospitality standards
• Excellent verbal and written communication skills with confident telephone etiquette
• Ability to multitask effectively in a fast‑paced, high‑standards environment
• Strong organisational skills and attention to detail, particularly in record keeping and guest preferences
• Confidence using hotel systems, communication platforms and guest profile systems 
• A proactive mindset, anticipating guest needs and ensuring timely follow‑up on requests
• Excellent interpersonal skills with a calm, discreet and professional approach
• High level of integrity, discretion and confidentiality when handling guest information
• Impeccable personal presentation aligned with luxury brand standards
• A collaborative approach, working seamlessly across departments to deliver exceptional guest experiences

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.