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About the Role

Deliver an exceptional welcome experience in a luxury Mayfair St James’ setting, reporting to the FOH Manager. Ensure every guest receives a warm, polished, and highly personalized service, guiding the customer journey to match 5-star luxury hotel standards. Proactively manage guest experiences, arrange personalized services, and handle daily tasks like meeting room bookings and catering.

Responsibilities

• Maintain the highest standards in presentation for the hospitality lounge and personal image.
• Promote an environment where colleagues' experiences and expertise are valued.
• Manage daily duties including meeting room bookings, readiness, external catering, and IT/AV setup.
• Deliver a proactive visitor experience, including lobby hosting and concierge services.
• Act as a point of contact for occupiers for FOH related queries and escalations.
• Review Front of House Service SOPs, Manuals, and Health & Safety, updating the FOH Handbook and training cover teams.
• Ensure 5-star service is delivered at all times.
• Propose service innovation and improvements to enhance FOH Service.
• Maintain a very high standard of personal appearance and a courteous, professional, helpful nature.
• Uphold high personal presentation standards within the team.
• Carry out duties in accordance with instructions from management.
• Establish professional working relationships with all staff, tenants, and contractors.
• Promptly assist and direct all visitors to their required location within the building.
• Answer the telephone professionally for all queries.
• Maintain a physical presence at the lounge, ensuring it is never left unmanned during opening hours.
• Comply with and ensure landlord obligations for health and safety and fire precautions are met.
• Ensure contractors adhere to requirements for contractor management and site H&S.
• Abide by all company rules, terms, and conditions.

Requirements

• Customer service experience in the 5-star Customer Service industry, ideally corporate guest services or hospitality.
• Confident, professional, and assertive with an eye for detail.
• Possess a curious, yet resilient approach.
• Friendly and bubbly personality while remaining professional.
• Experience working within a luxury setting and delivering boutique services.
• Experience engaging with HNW and VIP stakeholders.
• Understand the importance of discretion and client privacy.
• Acutely aware of surroundings and occupiers, ensuring timely service.
• Understand the importance of 5-star Service delivery and display outstanding hospitality skills.
• Ability to deal with difficult visitors and/or situations professionally and calmly.
• Creative and forward-thinking, with a drive to improve service levels.
• Proficient in Microsoft applications including Word, Excel, PowerPoint, and Outlook (desirable).
• Knowledge of Savills systems (desirable).

Skills

• Exceptional welcome experience delivery
• Personalized service
• Guest journey management
• VVIP and HNW client interaction
• Meeting room bookings
• External catering arrangements
• IT/AV setup assistance
• Concierge services
• Service innovation
• Communication
• Discretion
• Client privacy
• Microsoft Office Suite
• Savills systems

Location

• Mayfair St James’

Work Type

• Full-time
• 12 month FTC maternity cover

Experience Level

• 5-star Customer Service industry experience
• Corporate guest services or hospitality experience
• Experience working within a luxury setting
• Experience engaging with HNW and VIP stakeholders

Salary/Compensations

• £35,000p/a

About the Company

• Savills FOH operates with a flexible approach where tasks and responsibilities can be unpredictable and varied.