Guest Services Agent - Front Office (Royal Lancaster)

Royal Lancaster London; Greater London; On-site; GBP 26,000 - 30,000; Full time

Job summary

A premier hotel in London is seeking a passionate Guest Service Agent to join their Front of House team. This role involves delivering exceptional customer service, maintaining five-star standards, and enhancing guest experiences through personalized interactions. Candidates should possess excellent communication skills and a team-oriented mindset. The position offers a full-time schedule of 40 hours per week on a shift rota, along with a competitive salary package and various employee benefits. Join the award-winning family today and contribute to a happy, supportive work environment.

Benefits

Annual earnings up to £30,000

Pension scheme with contributions

50% discount in restaurants

Complimentary stay after probation

Access to private medical insurance

Employee Assistance Programme

Employee recognition schemes

Qualifications

• Passion for delivering exceptional customer service.
• Ability to maintain high standards of hospitality and guest satisfaction.
• Strong interpersonal skills to engage with guests effectively.

Responsibilities

• Deliver a warm and personalized welcome to all guests.
• Uphold five-star standards and maintain hotel quality.
• Promote room upgrades and enroll guests in membership programs.
• Stay informed about VIP guests and special care guests.

Skills

Excellent communication

Customer service orientation

Ability to work in a team

Tools

Hotel management systems

Job description

Join the team that Always Cares!

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.

Benefits

• 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.

Responsibilities

• 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.

Why Join Us

• 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