Luggage Porter

Royal Lancaster London; Greater London; On-site; GBP 18,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

50% restaurant and spa discount

Complimentary stay after probation

Free meals on duty

Private medical insurance

Bike to work scheme

Job summary

Royal Lancaster London is seeking a passionate Luggage Porter to join our Guest Services Department on a permanent basis with an immediate start. You will help deliver five-star service to our guests while keeping a welcoming and energetic team environment.

You will be on a 40-hour weekly shift rota, covering day and night shifts, and you will be responsible for assisting guests with luggage, keeping the lobby tidy, and upholding Standard Operating Procedures.

Qualifications

• Clear communication with guests and colleagues at all times.
• Ability to handle face-to-face enquiries politely and efficiently.
• Maintain a positive approach while resolving guest queries.

Responsibilities

• Deliver guest luggage to rooms and store luggage as required.
• Keep the lobby and luggage room clean and organized.
• Polish trolleys and uphold a high standard of presentation in the lobby.
• Work both day and night shifts on a rotational basis.
• Follow Standard Operating Procedures to provide a smooth guest experience.

Skills

Communication

Guest service

Teamwork

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 Luggage Porter 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 Luggage Porter are:

• Annual earnings up to £30,000.00 (£26,436.80 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 Luggage Porter, to join our Guest Services 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 Luggage Porter, your main duties and expectations for the role will include:

• To be capable of clear communication including giving directions, to handle face-to-face enquiries from clients in a polite, efficient and friendly manner at all times and to anticipate guest needs with use of available knowledge and resources to meet these needs.
• To maintain a positive approach at all times, especially in handling problems and to process all guest queries (in different forms- e-mail, calls, face –to face) and to contact and inform, in a clear and concise manner the appropriate departments where specific problems or enquiries have arisen.
• To maintain all equipment and the Lobby at an excellent standard, including polishing trolleys, ensure the Luggage room remains clean and tidy at all times, drying the lobby during rainy weather and general clearing of debris in the Lobby and forecourt area.
• To work both days shifts and night shifts on a rotational basis as well as be flexible to short term shift changes as per business demands and decisions of Line Manager.
• To provide luggage porter services for hotel Guests and visitors in line with Standard Operating Procedures including: delivering guest luggage, storing guest luggage and providing an efficient and hassle-free service to the guest.

You will be required to work 40hours 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 2026
• 2 rosettes
• Hoteliers’ Charter Approved
• Preferred Hotels & Resorts member
• Top 100 in the Sunday Times Best Places to Work 2026

We are more concerned with what’s in the glass, not whether its’ half full or empty, so if you feel this Luggage Porter 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