Guest Experience Agent ***luxury hotel***

Create thoughtful, personalised experiences at one of London’s most distinctive luxury boutique hotels.

What’s in it for you from day one:

£32,436.80 OTE per annum, plus other exciting benefits and perks!
Holiday allowance starting at 28 days and increasing with length of service to 36 days.
Nutritious free meals on duty.
Fantastic recommend a friend bonus scheme worth up to £600.
Award winning L&D programmes, with over 80 individual courses available, from foundation skills to leadership skills.
Excellent development opportunities with 80% of our managers being home-grown.
Two paid volunteering days each year, so we can give back to our communities.
Access to the Employee Assistance Programme through our partners at Hospitality Action.
Monthly tea parties and annual social events, including boat parties and festive events for your little ones.

What's in it for you later:

Vibrant hotel recognition events and hotel-based incentives, including Employee of the Month and Manager of the Quarter.
Enhanced maternity pay of 13 weeks, fully paid.
Enhanced paternity pay of 2 weeks, fully paid.
£800 baby payment to support you and your baby with the essentials.
Cross-departmental training available within your property, because we know you're a curious individual.
50% off on food and 25% off on beverages in selected Red Carnation Hotels F&B outlets.
Discounted accommodation rates at Red Carnation Hotels in the UK, Ireland, Guernsey, Geneva and South Africa!

We are looking for a warm and attentive Guest Experience Agent to join the Front Office team at Hotel 41. You will play an important part in creating the highly personalised, thoughtful service our guests remember long after they leave. From learning individual preferences and preparing arrivals to creating bespoke London itineraries, your attention to detail will help make every stay feel genuinely unique. This is an opportunity for someone who enjoys connecting with people, discovering what matters to each guest and bringing their own personality and local knowledge to Hotel 41.

Location: Hotel 41

Employment type: Full-time, permanent

Working pattern: To be discussed at interview

What you'll be doing:

You will manage guest correspondence and administrative duties with care and professionalism, responding thoughtfully to enquiries with the attitude where no request is too large and no detail too small. You will create personalised itineraries that help guests discover London and beyond, using your curiosity and local knowledge to recommend memorable experiences. Ahead of each arrival, you will check rooms carefully and make sure individual preferences have been considered. By communicating closely with colleagues across the hotel about returning guests, VIPs and special requirements, you will help the whole team deliver seamless, generous and highly personalised hospitality. You will also support relevant projects and ad hoc tasks, contributing to the shared success of our hotel.

What we're looking for:

You will bring excellent written and verbal communication skills, strong attention to detail and the ability to manage several priorities while maintaining a calm, thoughtful approach to guests. Previous experience in a luxury hotel environment is preferred, but just as important is a genuine passion for hospitality and for creating memorable experiences. We are looking for someone who enjoys working collaboratively, is curious about guests and their interests, takes pride in learning and sharing knowledge, and approaches both guests and colleagues with kindness, dignity and care.

About us:

The Red Carnation Hotel Collection is proud to be recognised as an industry leader in hospitality and people development. We were named Best Employer at the 2025 Cateys and received the prestigious AA’s Hotel Group of the Year award for 2024. We are especially proud of our dedication to developing our people, having received the Princess Royal Training Award three times (2017, 2020, and 2023) from HRH The Princess Royal and City & Guilds.

Our commitment to excellence has earned us multiple accolades including Top Employer in the United Kingdom for both 2024 and 2025, a certification of our outstanding employee conditions and commitment to workplace excellence and Sustainable Business (2023) at The Cateys.

Hotel 41 is a prestigious Forbes Five Star boutique luxury hotel. This resident only hotel has 30 luxurious rooms and suites and a breathtaking Executive Lounge, discreet but full of atmosphere.

Red Carnation Hotels is an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We electronically scan and store a copy of your passport/visa and/or ID card to gain a clear indication of the authenticity of the document and establish the ‘Right to Work’ in the UK.