Customer Service Agent
at Edwardian Hotels London - Careers Site

Date Posted: 01/12/2018

Job Description



Corporate/Radisson Blu Edwardian Bloomsbury Street/ 10044_25405_RFT_T01


At the heart of Edwardian Hotels London is a simple founding belief, that from back of house to the boardroom we are all Hosts. Everyone is encouraged to express their individuality and initiative, and to bring their passion to work. (We may wear uniforms, but we don’t believe in uniformity.)

Everything we do is driven by a desire to exceed our guests’, clients and partners expectations. To surprise and delight. To make the time our guests choose to spend with us genuinely exceptional. So that even the shortest stay with us, will last long in their memory. Everyone who works here does this every day across our portfolio of brands, in highly prestigious locations in London and beyond.

For 40 years Edwardian Hotels  London has built upon this ambition, and as a family owned company we’re proud of the freedom our independence gives us to grow our business on a relentless and memorable curve – upwards.

With an enviable collection of luxurious distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, EHL's vision is unique: To Be Memory Makers.

Being a Memory Maker as a Customer Service Agent

In this role, you will become part of the Edwardian family and work within Customer Services in Radisson Blu Edwardian Bloomsbury Street

Customer satisfaction is our key focus as hosts, our aim is to surprise and delight all our guests, by seamlessly providing an experience which exceeds their expectations.

Our Customer Service Agents do this by anticipating guest needs and understanding the importance of delivering to each guest a personalized service beyond their expectations.

We as hosts are the memory makers, it begins with answering the phone with a genuine smile in a friendly professional manor and provides a delightful experience that our guests cherish.

 Its my job to ensure from your welcome to your departure you have memorable stay, feel relaxed, you are in our home, therefore my special guest.

Duties and Responsibilities

Creates 100% guest satisfaction by providing the Edwardian Hotels London experience Respond to customer queries and enquires professionally, with empathy and in accordance with Edwardian Hotels London customer service standards

Take ownership of all guest requests and queries by following up on issues and getting back to the guest in a timely manner

Assist guests using all communication devices

Accurately logging all guest feedback into the system

Answer all guest messages on Twitter and Facebook, flagging any commercial impact to the E-Commerce Team

Act as technical point of contact for hotels regarding administration of local Facebook pages

Develop self by attending relevant on-the-job training, training courses and coaching sessions as required

Adhere to company uniform and grooming standards

Be punctual according to standards and expectations set by the Customer Services Team Leader

Use Care and be responsible when using company equipment

Adhere to Health and Safety standards

Keep the workplace clean and tidy

Perform other duties as required

Basic understanding of the Opera system to assist customer with enquiries

Key Requirements


Key Requirements

Good spoken and written communication skills in English

Ability to stay calm under pressure and multi task

Personal presentation together with compliance of uniform standards

Methodical approach to your work with accuracy and attention to detail

Manages guest queries in a timely and efficient manner

Work within a team

Ensure compliance of brand standards

Follow cash handling procedures

Basic IT skills

Friendly and Approachable

 We Believe In Developing and Delighting Our Hosts So You Will Receive:

  • Competitive Salary
  • Complimentary 2 night stay in a luxury Edwardian Hotel of your choice (after two years service)
  • Preferential accommodation rates for all Edwardian Hotels for Hosts, friends and family
  • Discounts on food and beverage up to 30% in all Edwardian restaurants and bars
  • Discounts on Spas and beauty treatments
  • Hot meals and salad bar, teas, coffees and juices provided each day
  • Uniforms provided per role requirement

All Hosts must have valid permission to live and work in the United Kingdom. Verification of documentation will be undertaken as part of the recruitment process.


Job Snapshot

About Us

Welcome to Edwardian Hotels London.

Edwardian Hotels London is a collection of luxury hotels in central London, Heathrow, and Manchester. Our hotels provide luxury without pretension. Individually designed rooms, the latest technology, new meeting spaces, chic restaurants and bars and service that focuses on every detail of your stay, so that you do not have to.

With an enviable collection of distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, Edwardian Hotel's vision is unique: To Be Memory Makers.