The Athenaeum is an independent, family-owned luxury hotel and residences overlooking Green Park, moments from Buckingham Palace and London’s most prestigious neighbourhoods. Offering a warm, authentic approach to luxury, the hotel combines an Original Local spirit with the feel of a welcoming haven in the heart of the city.

With beautifully appointed accommodation, a spa, restaurant and bar, The Athenaeum is a full-service haven where our people deliver genuine care, surprise and delight every day. 

The Role 

• Welcome guests and check them in and out in accordance with the hotels policies and procedures.
• Identify VIP and special occasion guest and coordinate with the team to ensure we exceed guest expectations.
• Answers all incoming calls as per requests in a friendly and courteous manner and provide information about hotel services as necessary.
• Transfers calls and/or relays messages to guest rooms, team or departments.
• Logs and manages wake up calls and DND phone requests.
• Manages and answers e-mail correspondence with guests prior to their stay to anticipate their needs/wants
• Collates individual guest service requests and turns them into operational tasks.
• Addresses guests’ service needs with seamless and professional delivery in a timely manner.
• Ensures departure e-mails are sent to guests to ensure a warm farewell and show genuine appreciation.
• Interacts with guests over the phone and email to obtain feedback on product quality and service levels

 Specification

Essential

• Strong oral and written English communications skills 
• Excellent ability to maintain guest and colleague relationships 
• Process improvement oriented and creativity in problem resolution 
• Superb organisational skills with rigorous commitment to accuracy and detail  
• Ability to use standard software applications (including Microsoft Word and Excel) and an ability to learn specific hotel systems 

Desirable:

• Previous experience as Front Office Agent, Guests Relations, or within a customer service role 
• Ideally hold a bachelor’s degree in hospitality or equivalent in a related field 
• Working knowledge of Infor property management software 
• Knowledge of other languages in addition to English is an advantage   

Our People

The Sutton Hotel Collection is a family-owned group, thus by extension, our people are our family.  We recognise how much our people invest in us, in turn, we offer exceptional learning opportunities, as well as best in class benefits for our team.

Our Benefits

Here are some of the benefits you will receive, when you join us:

• Free and discounted hotel breaks - From the first day of service, you can benefit from a free break of one/two days in any Sutton Hotel Collection hotel, in a 12-month period. Additionally you, your family and your friends are also entitled to discounted stays across all of our hotels and dining in our restaurants.
• Heka benefits platform – your access to Heka begins from day one and is pre-loaded with a balance of £150 to use against a wide range of wellness focussed products, experiences and schemes including health cash plans and gym memberships.
• Salary sacrifice schemes including cycle to work, tech and electric vehicles (T&Cs apply)
• Enhanced Maternity and Paternity Leave (26 weeks at 90% for expectant mothers, four weeks leave at 90% for fathers)
•  Loyalty awards, annual social and celebration events.
• Learning and Development - An extensive range of training opportunities are available to facilitate your personal development.
• Wisdom Wellbeing - A confidential service offering C therapy, up-to-date information, support and advice on a broad range of subjects.
• Subsidised Learning Courses - We encourage your learning and development so would like to contribute to courses you would like us to explore.

We also provide you with all the basic benefits such as free nutritious and tasty meals on duty, complimentary on-site parking (where available), and bespoke uniforms where appropriate.

At the Sutton Hotel Collection, we are an inclusive, natural, generous, ethical and diverse group of people, we celebrate human relationships and kinship.  We enable our people, to make the place.

The Athenaeum is an independent, family-owned luxury hotel and residences overlooking Green Park, moments from Buckingham Palace and London’s most prestigious neighbourhoods. Offering a warm, authentic approach to luxury, the hotel combines an Original Local spirit with the feel of a welcoming haven in the heart of the city.

With beautifully appointed accommodation, a spa, restaurant and bar, The Athenaeum is a full-service haven where our people deliver genuine care, surprise and delight every day. 

The Role 

• Welcome guests and check them in and out in accordance with the hotels policies and procedures.
• Identify VIP and special occasion guest and coordinate with the team to ensure we exceed guest expectations.
• Answers all incoming calls as per requests in a friendly and courteous manner and provide information about hotel services as necessary.
• Transfers calls and/or relays messages to guest rooms, team or departments.
• Logs and manages wake up calls and DND phone requests.
• Manages and answers e-mail correspondence with guests prior to their stay to anticipate their needs/wants
• Collates individual guest service requests and turns them into operational tasks.
• Addresses guests’ service needs with seamless and professional delivery in a timely manner.
• Ensures departure e-mails are sent to guests to ensure a warm farewell and show genuine appreciation.
• Interacts with guests over the phone and email to obtain feedback on product quality and service levels

 Specification

Essential

• Strong oral and written English communications skills 
• Excellent ability to maintain guest and colleague relationships 
• Process improvement oriented and creativity in problem resolution 
• Superb organisational skills with rigorous commitment to accuracy and detail  
• Ability to use standard software applications (including Microsoft Word and Excel) and an ability to learn specific hotel systems 

Desirable:

• Previous experience as Front Office Agent, Guests Relations, or within a customer service role 
• Ideally hold a bachelor’s degree in hospitality or equivalent in a related field 
• Working knowledge of Infor property management software 
• Knowledge of other languages in addition to English is an advantage   

Our People

The Sutton Hotel Collection is a family-owned group, thus by extension, our people are our family.  We recognise how much our people invest in us, in turn, we offer exceptional learning opportunities, as well as best in class benefits for our team.

Our Benefits

Here are some of the benefits you will receive, when you join us:

• Free and discounted hotel breaks - From the first day of service, you can benefit from a free break of one/two days in any Sutton Hotel Collection hotel, in a 12-month period. Additionally you, your family and your friends are also entitled to discounted stays across all of our hotels and dining in our restaurants.
• Heka benefits platform – your access to Heka begins from day one and is pre-loaded with a balance of £150 to use against a wide range of wellness focussed products, experiences and schemes including health cash plans and gym memberships.
• Salary sacrifice schemes including cycle to work, tech and electric vehicles (T&Cs apply)
• Enhanced Maternity and Paternity Leave (26 weeks at 90% for expectant mothers, four weeks leave at 90% for fathers)
•  Loyalty awards, annual social and celebration events.
• Learning and Development - An extensive range of training opportunities are available to facilitate your personal development.
• Wisdom Wellbeing - A confidential service offering C therapy, up-to-date information, support and advice on a broad range of subjects.
• Subsidised Learning Courses - We encourage your learning and development so would like to contribute to courses you would like us to explore.

We also provide you with all the basic benefits such as free nutritious and tasty meals on duty, complimentary on-site parking (where available), and bespoke uniforms where appropriate.

At the Sutton Hotel Collection, we are an inclusive, natural, generous, ethical and diverse group of people, we celebrate human relationships and kinship.  We enable our people, to make the place.