Guest Service Agent

Royal Lancaster London; Greater London; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual earnings up to £30,000

Pension scheme with company contribute

50% restaurant & Spa discount

Team member & Friends & Family rates

Complimentary stay after probation

Private medical insurance

Season ticket loan (interest-free)

Employee Assistance Programme

Bike to work scheme

Complimentary laundry

Free meals on duty

Opportunity to join taskforces

Employee recognition schemes

Job summary

Royal Lancaster London is seeking a Guest Service Agent to join the Front of House team on a permanent basis with immediate start. You will deliver warm, personalized service and uphold five-star standards to ensure memorable experiences for every guest.

Benefit from career development, team discounts, and a supportive environment as you help guests with bookings and memberships while maintaining excellent guest relations.

Qualifications

• Deliver warm, personalized welcome to all guests using guest information to enhance their experience.
• Maintain 5-star standards per AA and LQA guidelines to ensure superior service.
• Navigate hotel management and booking systems efficiently.
• Promote room upgrades and enroll guests in membership programs to meet targets.
• Maintain knowledge of VIP guests, special care guests, and long-stay residents.

Responsibilities

• Greet guests by name and provide exceptional service.
• Ensure seamless check-in/check-out and guest satisfaction.
• Assist guests with reservations and special requests.

Skills

Customer service

Hospitality

PMS familiarity

Upselling

VIP guest knowledge

Tools

Property Management System

Job description

Are you the type of person that gets out of bed on the right side every day? If so, we would like you to come and join us as a Guest Service Agent at the Royal Lancaster London, where we encourage your personal development and growth. We are located next to Lancaster Gate tube station, and a short distance from Paddington, Bayswater and Marble Arch stations.

Some of our fabulous benefits you will enjoy as a Guest Service Agent are:

• Annual earnings up to £30,000.00 (£26,685.73 base salary + non-contractual tronc)
• Pension scheme with company contributions
• 50% discount in all our restaurants and Spa’s across our properties
• Team member and Friends & Family rates across our properties
• Complimentary stay after passing probation
• Extensive discounts on our benefits platform
• Access to private medical insurance
• Support through development plans, apprenticeships and world‑class management development programmes including educational sponsorship to be the best you can be
• Interest free season ticket loan
• Employee Assistance Programme - 24/7 online GP, mental health support and virtual wellbeing
• Bike to work scheme
• Recommend a Friend incentive
• Complimentary laundry
• Free meals on duty
• Opportunity to join our taskforces to contribute to the business focuses, community and environment
• Employee recognition schemes and Social Committee events including gala dinners and much more!

We are currently looking for a passionate Guest Service Agent, to join our Front of House Department on a permanent basis, with an immediate start to join us in consistently delivering memorable moments and five star service to our guests and each other. It is important to us that everyone in the team brings positive energy to support our happy and fun environment, as we strive to build a community of diverse backgrounds and life experiences, where we care about careers and not just jobs.

As a Guest Service Agent, your main duties and expectations for the role will include:

• Deliver a warm, personalized, and professional welcome to all guests, utilizing their names and information provided through the property management system to enhance their experience.
• Uphold and maintain the prestigious 5-star standards of the hotel, adhering to the AA (Automobile Association) and LQA (Leading Quality Assurance) standards to ensure a consistent and superior guest experience.
• Operate and navigate various hotel management and booking systems efficiently.
• Maximize revenue opportunities by skilfully promoting room upgrades and enrolling guests in the hotel’s exclusive membership programs, striving to meet and exceed departmental targets.
• Maintain up-to-date knowledge of all VIP guests, special care guests, and long-stay residents arriving, staying, or departing on any given day.

You will be required to work 40 hours per week, on a shift rota.

We are …

• Best Employer for 2021 at Springboard’s Excellence Awards
• One of the happiest hotels in London
• Earth Check Silver Certified 2023
• 2 rosettes
• Hoteliers’ Charter Approved
• Preferred Hotels & Resorts member
• Top 100 in the Sunday Times Best Places to Work 2025

We are more concerned with what’s in the glass, not whether its’ half full or empty, so if you feel this Guest Service Agent role is for you, come and pour some happiness into yours by joining our award winning family today!

All applicants must be legally eligible to work in the UK