Guest Services Agent

The Langham London; Greater London; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Discretionary Service Charge

28 days holiday (incl. Bank Holidays)

Wagestream salary advance

Complimentary accommodation at Langham

Discounted accommodation for you and a

Discounts in F&B and Spa

Recommend a Friend bonus up to £750

Seasonal Travelcard loan

Taxi journey subsidy (£20) for late/夜夜

Company pension plan

Life insurance

Discounts in shops

Colleague recognition system

Learning and Development opportunities

Staff parties and social events

Employee Assistance Programme

Job summary

The Langham, London is seeking a Guest Services Agent to join our Guest Services team. You will be responsible for welcoming guests, assisting with directions, and delivering service at the highest level to ensure a memorable stay.

Key duties include engaging with VIPs, checking them in, updating guest profiles, and making courtesy calls to VIPs and long-stay guests to ensure wellbeing and satisfaction.

Qualifications

• Front Office experience in a hotel environment.
• Immaculate personal presentation.
• Experience with Opera/Shiji is a plus.
• Ability to handle challenging situations.

Responsibilities

• Carry out lobby hosting and meet/greet guests on arrival.
• Guide guests with directions and assist with needs.
• Meet and assist VIPs; check them in and build rapport.
• Make courtesy calls to VIPs and long-stay guests to check wellbeing.
• Update guest profiles with preferences and feedback.

Skills

Hospitality excellence

Guest relations

VIP handling

Problem solving

Tools

Opera Front Office

Shiji Front Office

Job description

The Langham, London; Europe’s first Grand Hotel, is currently recruiting for a Guest Services Agent to join our talented Guest Services team. We are currently seeking to recruit a true hospitality professional, with the flair to deliver service at the highest level.

In the role of the Guest Services Agent, your key focus will be to:

• carry out lobby hosting duties e.g. meet and greet guests as they arrive into the hotel, help them with directions, take them where they need to go etc.
• conduct spot checks of VIP rooms, ensure welcome cards and amenities are arranged and placed
• meet and greet VIPs as they arrive; check them in and room them and start building rapport and relationships
• make courtesy calls to VIPs and long stay guests to ensure their wellbeing, offer assistance and additional services
• update profiles with guest preferences, habits, personal information, any issues or queries guests may have during their stay

Do you have?-

• previous experience of working in a Front Office within a similar environment
• immaculate personal presentation
• previous experience of Opera/Shiji front office management systems is an advantage
• ability to deal with challenging situations

YOUR BENEFITS

• Discretionary Service Charge
• 28 days of holiday (inclusive of Bank Holidays) with the opportunity to increase to up to 33 days off based on Length of Service
• Access to Wagestream – a salary advance benefit
• Complimentary accommodation at all the Langham Hotels & Resorts, Cordis Hotels & Resorts, Eaton Workshop and affiliated hotels
• Discounted accommodation at The Langham, London for you and your family
• Discounts for you, your friends and family in our Food and Beverage outlets and on Spa treatments
• Up to £750 Recommend a Friend referral bonus
• Seasonal Travelcard loan
• A subsidised taxi journey (£20) for any shift you are scheduled to work between 00:00 and 05:00hrs
• Company pension plan
• Life insurance
• Discounts in various high street and online shops
• Colleague recognition system - being recognised and rewarded for positive guest comments or when you showcase one of our company values
• Learning and Development opportunities, including paid and unpaid cross-departmental training, empowering you to progress in your career
• 2 staff parties per year and several colleague social and community events
• Access to the Employee Assistance Programme by Hospitality Action (24/7)
• Access to Qualified Mental Health First Aiders on site
• Most Valued Colleague of the Month and Year Awards
• Long Service Awards

Physical Wellbeing

• Free meals on duty in our Staff Restaurant
• Uniform supplied and laundered, or if a non-uniform colleague, a complimentary valet service of work attire provided
• Enhanced Sick Pay
• Subsidised regular Back Massage, Reflexology & Chiropody Sessions

OUR CULTURE

Our company is dedicated to cultivating a supportive environment where "Our People, Our Pride" serves as a guiding principle, fostering innovation, collaboration, and personal growth.

DIVERSITY & INCLUSION

The Langham, London is an equal opportunities employer, committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on any protective characteristic.

DISABILITY INCLUSION

We are committed to disability inclusion and ensuring an inclusive recruitment process. If you require reasonable adjustments, such as accessible interview locations, adapted tests, or specific accommodations, please inform us at the outset. Our goal is to provide an equitable recruitment experience for all candidates.

SUSTAINABILITY PLEDGE

We are extremely proud to be recognised as an environmentally conscious hotel, constantly striving to improve our eco policies and initiatives to help preserve our world for future generations. In 2025, we reached a new milestone by achieving EarthCheck Master Certification, further reinforcing our long-term commitment to sustainability.

The Langham London, London’s Original Grand Hotel and flagship of the international Langham Hospitality Groupcomprises380 luxury bedrooms and suites, the acclaimed Roux at The Landau and Palm Court restaurants, the Artesian Bar and Wigmore Tavern, extensive Meeting & Events facilities, Europe’s first Chuan Body + Soul Spa and Sauce by The Langham, our cookery school. The team at the hotel prides itself on creating enchanting encounters for our guests and we’ve been doing so since 1865.