Job Description

Job Ref:

BES6510

Branch:

The Chester Grosvenor

Location:

The Chester Grosvenor, Chester

Salary/Benefits:

Competitive Salary + Tips + Incentives

Contract type:

Permanent

Hours:

Part Time

Shift pattern:

3 or 4 out of 7 shifts per week

Hours per week:

24

Posted date:

03/07/2025

Closing date:

01/09/2025

?? Job Opportunity: Guest Service Agent | 5-Star Luxury Hotel ??

Location:

Front Office - The Chester Grosvenor

Reports To:

Front of House Manager, Head Receptionist, or other delegated senior leaders

Job Type:

24 Hours per week - can be flexible on 3 shifts per week or 4 shifts | Including weekends holidays

Join Our Prestigious Team at The Chester Grosvenor

We are seeking an exceptional

Guest Service Agent

to be the welcoming face of our 5-star establishment. In this vital role, you will ensure our guests receive a seamless, personalised, and memorable experience from arrival to departure.



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Become the Heart of Guest Arrival and Booking at The Chester Grosvenor

We are looking for a highly organised and service-driven

Guest Service Agent

with a strong background or passion for

reservations and front-of-house excellence

. As part of our iconic 5-star team, you will play a crucial dual role -- acting as both a welcoming ambassador at the front desk and a reservations expert behind the scenes, ensuring our guests' journeys begin with seamless booking and end with unforgettable stays.



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Key Responsibilities

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Reservations Revenue Focus

Handle all room bookings with precision and professionalism via phone, email, and digital channels. Use hotel management systems (Opera PMS) to ensure accurate, up-to-date reservations data. Maximise occupancy, revenue, and yield through proactive up-selling, cross-selling, and rate optimisation in line with company strategies. Communicate daily with revenue and sales teams to support special promotions, packages, and high-demand periods. Maintain reservation logs and reports, and respond to booking queries promptly.
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Guest Experience Front Office Operations

Deliver a warm, tailored welcome to each guest and provide attentive service throughout their stay. Check guests in and out with efficiency and discretion using advanced PMS tools. Ensure VIPs, loyalty members, and return guests receive personalised recognition and service. Resolve guest complaints with professionalism, always aiming for guest satisfaction.
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Concierge Upselling

Recommend and arrange luxury experiences, fine dining, spa treatments, and local attractions. Promote hotel services and amenities, always seeking opportunities to enhance the guest's stay and increase revenue.
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Coordination Communication

Work closely with housekeeping, portering, and the Guest Relations team to ensure all guest needs are met. Collaborate with management to ensure that all special requests, group bookings, and high-profile stays are executed flawlessly.
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Skills Qualifications

Strong background or interest in hotel reservations and booking systems. Proficiency with Opera PMS, Vingcard, Fidelio, or similar property management systems. Exceptional communication and interpersonal skills. Experience in luxury hospitality or front office roles preferred. Excellent attention to detail and ability to multitask under pressure. Fluent in English; additional languages are highly desirable. Willingness to work a flexible schedule including weekends, nights, and holidays.
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Health Safety

Knowledge of fire and emergency evacuation procedures. Adhere to Health Safety regulations and hotel safety standards. Report incidents accurately and attend mandatory safety training.

About Us

The history of Chester and its most famous hotel have been inextricably linked for many decades. Although the existing building dates back to 1865, there has been an inn on this site since the late sixteenth century. Throughout the twentieth century the hotel has earned an enviable reputation for understated elegance, sublime comfort and a relaxed ambience.



The Chester Grosvenor is home to two exciting restaurants, the glamorous two AA Rosette La Brasserie offers all-day casual dining and a beautiful Champagne Bar and our new refined dining restaurant, Arkle, which opened in March 2022 under Executive Chef, Elliot Hill.



For those seeking relaxation or rejuvenation, The Spa at The Chester Grosvenor offers a range of traditional, contemporary and holistic therapies as well as a thermal suite with crystal steam room, salt grotto, sauna, foot baths and relaxation lounge.



The Chester Grosvenor is constantly adapting to meet the changing needs of our guests. We believe our strength lies in our attention to detail and exceptional levels of service. We look forward to welcoming you to The Chester Grosvenor soon.

We truly believe our people are our biggest asset and to reflect that we offer:

Competitive salaries - dependant on experience Access to complimentary Mental Health Wellbeing services 50% off all Bespoke Hotel Stays, 25% off for family and friends 50% off all Food Beverage during Bespoke Hotel Stays A range of local in-house benefits * many more!