Guest Relations Agent

Hyatt Regency London – The Churchill is located in the prestigious Marylebone area of London’s West End, overlooking the gardens of Portman Square and just moments from Oxford Street and Hyde Park. Inspired by the legacy of Sir Winston Churchill, the hotel reflects a sense of British heritage and timeless style. The hotel features 440 elegant guestrooms including 50 suites, along with 11 versatile meeting and event spaces hosting a wide range of corporate events and social occasions. Dining experiences include seasonal British dishes and Afternoon Tea at The Montagu Kitchen and cocktails at the stylish Churchill Bar & Terrace. Colleagues work in a vibrant hospitality environment welcoming both international business travellers and leisure guests to one of London’s most sought after neighbourhoods.

Duties and responsibilities related to the Guest Relations Agent role:

• Maintain accurate guest records, preferences, and profiles to ensure a personalized luxury experience.
• Prepare daily, weekly, and monthly operational reports for Guest Relations performance and service standards.
• Coordinate and manage VIP arrivals, special requests, and room allocations in collaboration with relevant departments.
• Handle guest correspondence promptly and professionally, including emails, feedback, and follow-ups.
• Ensure all documentation, logs, and service records are completed in compliance with hotel policies and audit standards.
• Support scheduling, roster planning, and timekeeping for the Guest Relations team.
• Liaise with other departments (Housekeeping, Front Office, Concierge, F&B) to ensure seamless guest experiences.
• Assist in preparing presentations, service briefings, and internal communication materials for management meetings.

About you:

We are seeking a polished and service-driven professional with a passion for delivering exceptional guest experiences in a luxury hospitality environment. Previous experience in a similar Guest Relations or Front Office role within a 5-star hotel is highly advantageous, with a strong understanding of luxury service standards and guest expectations. The ideal candidate will demonstrate excellent communication and interpersonal skills, a proactive approach to problem-solving, and the ability to remain composed under pressure. Attention to detail, cultural awareness, and a genuine commitment to creating memorable guest experiences are essential for success in this role.

Benefits you will enjoy as a Guest Relations Agent:

• 12 complimentary nights a year across Hyatt Hotels worldwide.
• Discounted hotel stays across Hyatt not just for you but also your family and friends from the day you start!
• Free meals on duty in our colleague restaurant.
• Life Assurance.
• Uniform provided and laundered complimentary.
• Headspace membership and access to our Employee Assistance Programme.
• 50% discount on food and beverages when you dine as a guest at selected Hyatt Hotels.
• Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide.