LGG - The g Hotel & Spa is Limited Edition, which is a collection of distinctive hotels that have their own characters. Our diverse and friendly teams focus on delivering exceptional guest care, ensuring every guest feels welcomed. Limited Edition is a part of the Leonardo Hotels portfolio.
Be Yourself – Be a Bold Team Player – Be Leonardo
Job Summary:
The Guest Relation Agent at the 5-star The g Hotel & Spa plays a pivotal role in ensuring an exceptional guest experience. As the first point of contact for our guests, you will be responsible for welcoming, assisting, and addressing all guest inquiries with professionalism, courtesy, and efficiency. You will manage reservations, check-ins/outs, and provide personalized services to meet the unique needs of each guest. With a strong focus on delivering luxury service, the Guest Relation Agent ensures a seamless, memorable stay, striving to exceed guest expectations in every interaction. This is an excellent opportunity for individuals passionate about hospitality and delivering exceptional customer service in a prestigious, award-winning environment.
Key Requirements:
Valid European Driving Licence: Must have a valid driving licence for operating in Europe.
Previous Experience with Opera PMS Systems: Experience using Opera Property Management Systems (PMS) is required for managing reservations, guest services, and check-in/out processes effectively.
Excellent Customer Service Skills: A demonstrated ability to interact with guests in a friendly, approachable, and professional manner, going above and beyond to ensure a superior guest experience.
Key Duties and Responsibilities:
Guest Interaction: Greet and welcome all guests upon arrival with a warm, professional demeanor, ensuring they feel valued and cared for throughout their stay.
Check-in/Check-out: Efficiently handle guest check-in and check-out procedures, ensuring accuracy in guest information and billing.
Reservations Management: Manage and oversee guest reservations, making sure to accommodate special requests and preferences whenever possible.
Guest Services: Address and resolve any guest inquiries, complaints, or concerns promptly and professionally, ensuring guest satisfaction at all times.
Personalized Assistance: Provide personalized services such as restaurant reservations, spa bookings, and activity recommendations, tailored to the guest’s preferences.
Communication: Effectively communicate guest needs to relevant departments (housekeeping, concierge, etc.) to ensure a seamless experience.
VIP Guest Services: Ensure VIP guests receive the highest level of service, including arranging special amenities and requests as necessary.
Concierge Support: Offer advice and assist with local information, transport arrangements, and recommendations for nearby attractions.
Administrative Tasks: Maintain accurate guest records, logs, and reports, ensuring confidentiality and compliance with hotel policies.
Team Collaboration: Work closely with the front desk, housekeeping, and other hotel departments to ensure smooth daily operations and an exceptional guest experience.
Upselling: Promote hotel services, amenities, and special offers to guests to enhance their stay and increase revenue.
Guest Feedback: Collect and record guest feedback and comments to continuously improve service offerings.
Some of the perks you could enjoy include:
Special rates on Leonardo Hotel rooms across the UK & Europe: get planning that city break you’ve been dreaming of!
Company-wide recognition scheme: for being your fabulous self, you could earn vouchers to spend on a wide range of high street shops
Meals at work
Talent referral scheme: earn yourself a bonus for recommending a friend to join us
We love to get together and celebrate: we regularly host Thank You Week (your hotel could have anything from ice cream trucks to pizza parties) and every year we get dressed up in our fanciest threads to host our Employee Awards Celebration
The important stuff: access to the Company Pension Scheme, Life Assurance, and Wellbeing Support
Ongoing job-related training programmes with clear paths for progression
If you’re our ideal Guest Relations Agent, you will:
Be yourself!
Be passionate to make a difference and eager to bring new ideas to the table
Be courteous to guests and colleagues at all times
Use your savvy knowledge to offer guidance and local recommendations for a great stay in the city
Have top-notch organisational skills
Be dependable, and a reassuring influence for guests
Some of the perks our Guest Relation Agent could enjoy include:
Special rates on Leonardo Hotel rooms across the UK & Europe
Company-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shops
Talent referral scheme
Thank You Week: from ice cream trucks to yoga classes and lots in between!
Wellbeing Calendar
Ongoing job-related training programmes with clear paths for progression
We’re committed to creating a workplace where every individual—regardless of background, identity, or lived experience—is welcomed, valued, and respected for who they are. Belonging means embracing our differences and ensuring everyone feels seen, heard, and empowered.
Why come join us as a Guest Relation Agent?
We look after our colleagues just as well as we look after our guests. Once you join a Limited Edition, you’re part of the Leonardo community of over 55 hotels across the UK & Ireland. Our regular Learning Bites, “Come Join Us Guest Care” training and Wellbeing webinars all help your progress with us. With support on tap, top-notch practical training and clear progression you’ll be on track for a brilliant future in Hospitality!
