Guest Experience Agent

Grow with us...

Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

At 1 Hotel Mayfair, we believe that luxury and sustainability go hand in hand. We are currently looking for a Guest Experience Agent to join our team and become the face of the guest journey.

As a Guest Experience Agent, you will create thoughtful, seamless, and memorable experiences from arrival to departure. You will play a key role in delivering warm, personalised service that reflects our commitment to sustainability, luxury, and genuine care.

If you are passionate about people, naturally attentive, and love creating meaningful connections, we would love to hear from you.

About the role…

As a Guest Experience Agent, you will:

• Welcome guests with a warm, authentic, and professional approach, ensuring every arrival and departure feels effortless and memorable.
• Manage check-in and check-out processes efficiently while personalising interactions around each guest’s individual preferences.
• Anticipate guest needs and proactively recommend tailored experiences, services, and amenities.
• Handle guest requests, enquiries, and concerns promptly, ensuring every issue is resolved to the highest standard.
• Build strong relationships with guests and create lasting impressions through genuine, thoughtful service.
• Work closely with Housekeeping, Concierge, Food & Beverage, and Spa teams to deliver a seamless experience throughout the guest journey.
• Maintain accurate guest profiles and preferences to help enhance future stays.
• Naturally promote hotel amenities, dining experiences, and wellness offerings in a way that feels engaging and authentic.
• Uphold brand standards, sustainability practices, and operational procedures at all times.

About you…

You are someone who:

• Has previous experience in a luxury hospitality, hotel, or guest-facing role.
• Communicates confidently and builds rapport easily with guests and colleagues alike.
• Has a genuine passion for service and creating meaningful guest experiences.
• Thrives in a fast-paced environment and can manage multiple priorities with ease.
• Pays close attention to detail and takes pride in delivering exceptional standards.
• Approaches challenges with positivity, initiative, and a problem-solving mindset.
• Works well independently while also being a supportive and collaborative team player.
• Is flexible and available to work shifts, including evenings, weekends, and public holidays.

Why choose us?

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. As a part of our team, you can look forward to activities and perks that drive your passion for nature such as:

• Designed by Nature work environment
• Health & Wellness – Competitive Vision, and EAP program
• Retirement Planning
• Paid Personal Days
• Career Advancement: We’re growing rapidly and with growth comes advancement opportunities (around the globe)!
• SH University – Offers eligible team members a chance to grow and flourish through professional development and certifications via our exclusive online learning platform.
• Team Member Recognition Program – Earn rewards and pay it forward while doing all the good you can!

About us…

At 1 Hotel Mayfair, our purpose is our true north. We are committed to creating luxury experiences that are mindful, meaningful, and rooted in care for our guests, our team, and the world around us.

Join us and help create stays that leave a lasting impression.

About us...

As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.