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Coming soon to the heart of Mayfair, The St. Regis London marks the brand's prestigious debut in the United Kingdom. This is a destination where history and modernity meet, where the energy of the city is palpable, and where every arrival feels personal. With signature butler service, refined interiors by Richmond International, and an unmatched Bond Street address, The St. Regis London embodies 'Live Exquisite'-a celebration of London's pioneering and glamorous lifestyle for the Luminaries of the world. As Butler Services Agent, you will act as the central point of contact for all incoming communications to the hotel, managing guest and external requests with warmth, precision and discretion while ensuring every interaction reflects the refined and anticipatory St. Regis service. Working closely with Butlers, Front Office and operational teams, you will coordinate requests efficiently, maintain accurate guest records and contribute to a seamless, personalised guest journey within a fast-paced luxury environment.
Job Responsibility
Answer, record and process all guest and external calls, enquiries, messages and service requests accurately and professionally
Coordinate guest requests with the appropriate departments and follow up to ensure complete resolution and guest satisfaction
Update and maintain guest preferences and service insights within systems to support personalised guest experiences
Provide accurate information regarding hotel services, facilities, amenities and local recommendations
Support billing verification, adjustments and guest account enquiries where required
Process wake-up calls, messages and communication requests with accuracy and attention to detail
Uphold confidentiality of guest information and company data at all times
Ensure all interactions reflect the St. Regis service philosophy and luxury brand standards
Work collaboratively with Butler Services, Front Office and operational teams to ensure seamless service delivery
Maintain a calm, polished and professional approach during high-volume or high-pressure periods
Requirements
Previous experience in a Front Office, Butlers or Operator role, ideally within a luxury hotel environment
Strong understanding of luxury guest service and personalised hospitality standards
Excellent verbal and written communication skills with confident telephone etiquette
Ability to multitask effectively in a fast-paced, high-standards environment
Strong organisational skills and attention to detail, particularly in record keeping and guest preferences
Confidence using hotel systems, communication platforms and guest profile systems
A proactive mindset, anticipating guest needs and ensuring timely follow-up on requests
Excellent interpersonal skills with a calm, discreet and professional approach
High level of integrity, discretion and confidentiality when handling guest information
Impeccable personal presentation aligned with luxury brand standards
A collaborative approach, working seamlessly across departments to deliver exceptional guest experiences
What we offer
Competitive salary designed to recognise excellence
Workplace pension
Company sick pay
Additional holiday allowance
Access to BenefitHub's exclusive retail, wellness and travel privileges
Friends & Family preferred rates at Marriott hotels worldwide
Clear pathway for internal promotions and transfers
Cross-department training to refine your craft and broaden your expertise
Expert-led development programmes
Continuous learning through structured programmes
Premium e-learning platform access
Be part of an exclusive pre-opening experience shaping the future of the property
Employee Assistance Programme
Complimentary meals on duty, crafted with care and served in our staff restaurant featuring wholesome, quality cuisine
Food & Beverage discounts across Marriott properties
Year-round wellbeing initiatives and wellness activities
Award programmes celebrating exceptional performance
The Astor Awards
Distinctive Moments celebration
Long service awards
Key life moments celebrated - birthday, anniversaries, personal milestones and achievements
Vibrant social calendar with team events and engagement activities