Guest Experience Agent

Join The Newman – Where REAL People Make a Difference

Be part of London's luxury boutique hospitality scene at The Newman, now open in the heart of Fitzrovia.

We are looking for a Guest Experience Agent who brings warmth, personality and a genuine passion for creating exceptional guest experiences.

At The Newman, memorable hospitality begins long before a guest arrives. From anticipating preferences and creating personalised touches to ensuring every request is seamlessly delivered, you'll help make every stay truly special.

Working within our Guest Experience team, reporting to the Head Concierge & Guest Experience Manager, you'll be a key connection between our guests and the wider hotel team.

We're looking for someone who loves getting to know people, takes ownership and believes it's the little details that make the biggest difference.

Why Choose The Newman?

We believe great people deserve great benefits. Here's what you can expect:

• Experience dinners and stays
• Wagestream
• Retail discounts – including Amazon, Nike, Asda and ASOS
• Enhanced holidays & holiday buy-back
• Enhanced family leave
• Discounts at The Newman and over 500 Preferred Hotels worldwide
• Cycle to Work Scheme & Season Ticket Loans
• REAL People Awards
• Monthly social events and gifts
• Refer-a-friend bonus
• Company pension contributions
• Meals on duty and uniforms provided
• Tailored career development programmes

Some benefits are conditional on length of service, recognising your ongoing contribution to The Newman's success.

About You and the Role

As a Guest Experience Agent at The Newman, you will:

• Proactively connect with guests before arrival, understanding their preferences, special occasions and individual needs.
• Research and profile upcoming arrivals, recognising VIPs and returning guests to create thoughtful, personalised experiences.
• Coordinate welcome amenities, special arrangements and memorable touches with the wider hotel team.
• Manage guest communications across telephone, email, WhatsApp and other digital platforms, ensuring prompt and professional responses.
• Take ownership of guest requests, working closely with Reception, Concierge, Housekeeping, Food & Drink and Spa.
• Maintain accurate guest profiles, preferences and notes in Opera Cloud, sharing relevant information across departments.
• Identify opportunities to enhance guest experiences through room upgrades, Spa treatments and dining.
• Ensure clear communication, effective handovers and seamless coordination across the hotel.
• Bring previous experience in luxury hospitality, Guest Experience, Front Office, Concierge or Reservations.
• Demonstrate excellent communication skills, attention to detail and confidence using hotel systems.
• Be flexible to work shifts on a 4 on 4 off basis, including evenings, weekends and bank holidays.
• Embrace The Newman's REAL People values – Responsible, Energised, Approachable and Local.

Above all, we're looking for someone who genuinely loves people, anticipates needs and takes pride in creating memorable moments.

About The Newman

Located in the heart of Fitzrovia, The Newman offers 81 beautifully designed rooms and suites, including a signature rooftop suite with a private terrace and dedicated wellness area.

Guests can enjoy our all-day brasserie, Angelica, alongside Gambit Bar and an entire floor dedicated to Wellness and Spa.

Since opening in February 2026, The Newman has already achieved One MICHELIN Key, alongside recognition including The Times London Hotel of the Year 2026, GQ Most Stylish Hotel 2026 and Boutique Hotelier Best New Hotel 2026.

If you're passionate about people, personalisation and exceptional luxury hospitality, we'd love to hear from you!

We welcome applications from everyone and celebrate diversity at The Newman. In line with the Asylum and Immigration Act 1996, all applicants must have the right to live and work in the UK. Documentation will be required during the interview process.