Night Guest Service Agent

Harri; Greater London; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Pension scheme with company contribs

50% discount in all our restaurants &+

Job summary

Royal Lancaster London is seeking a passionate Night Guest Service Agent to join our Front of House team on a permanent basis with an immediate start. You will deliver five-star service and memorable experiences to guests while maintaining a positive and energetic atmosphere.

The role requires working 40 hours per week on a shift rota, with generous fringe benefits and a supportive development culture as part of our award-winning family.

Qualifications

• Legal right to work in the UK.

Responsibilities

• Foster an environment at the Front Office where hospitality is delivered.
• To complete the relevant Night Auditor tasks as laid down by departmental standards.
• To receive customer complaints and ensure the complete satisfaction of the customer. Deliver appropriate service recovery with a view to obtaining their future loyalty.
• Own customer issues ensuring resolution is achieved the same day the issue was brought to your attention.
• Keep fully informed of the forecasted business levels and support the Assistant Night Manager and Night Manager accordingly.
• To monitor and control the rooms inventory to ensure overbooking levels are maximized.

Job description

Are you the typeof person that gets out of bed on the right side every day? If so, we wouldlike you to come and join us as a NightGuest Service Agent at the Royal Lancaster London, where we encourage yourpersonal development and growth. We are located next to Lancaster Gate tubestation, and a short distance from Paddington, Bayswater and Marble Archstations.

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

Annualearnings up to £29,000.00 (£25,908.48 base salary + non-contractual tronc)

• Pension scheme withcompany contributions
• 50% discount in all ourrestaurants and Spa’s across our properties
• Team member andFriends & Family rates across our properties
• Complimentary stayafter passing probation
• Extensive discounts onour benefits platform
• Access to privatemedical insurance
• Support through development plans, apprenticeships and world-classmanagement development programmes including educational sponsorship to be thebest you can be
• Interest free seasonticket loan
• Employee AssistanceProgramme - 24/7 online GP, mental health support and virtual wellbeing
• Bike to work scheme
• Recommend a Friendincentive
• Complimentary laundry
• Free meals on duty
• Opportunity to join our taskforces to contribute to the businessfocuses, community and environment
• Employee recognition schemes and Social Committeeevents including gala dinners and much more!

We are currentlylooking for a passionate Night GuestService Agent, to join our Front ofHouse Department on a permanent basis, with an immediatestart to join us in consistently delivering memorable moments and five starservice to our guests and each other. It is important to us that everyone inthe team brings positive energy to support our happy and fun environment, as westrive to build a community of diverse backgrounds and life experiences, wherewe care about careers and not just jobs.

As a Night Guest Service Agent, your mainduties and expectations for the role will include:

• Foster an environment at the Front Office wherehospitality is delivered
• To complete the relevant Night Auditor tasks aslaid down by departmental standards
• To receive customer complaints and ensure thecomplete satisfaction of the
• customer. Deliverappropriate service recovery with a view to obtaining
• their futureloyalty. Own customer issues ensuring resolution is achieved the same day theissue was brought to your attention
• Keep fully informed of the forecasted businesslevels and support the Assistant Night Manager and Night Manager accordingly.
• To monitor and control the rooms inventory toensure overbooking levels are maximized

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

• One of the happiest hotels in London
• Hoteliers’Charter Approved
• PreferredHotels & Resorts member
• Top 100in the Sunday Times Best Places to Work 2025

We are moreconcerned with what’s in the glass, not whether its’ half full or empty, so ifyou feel this Night Guest Service Agent roleis for you, come and pour some happiness into yours by joining our awardwinning family today!

All applicantsmust be legally eligible to work in the UK