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- Tasks: Be the go-to person for guests, ensuring their stay is unforgettable from check-in to check-out.
- Company: Sea Containers London, a vibrant lifestyle hotel on the iconic South Bank.
- Benefits: Enjoy complimentary stays, discounts, and a supportive environment for career growth.
- Other info: Collaborative atmosphere with opportunities for personal and professional development.
- Why this job: Join a dynamic team and create memorable experiences for guests in a stylish setting.
- Qualifications: Genuine hospitality experience and a passion for people are essential.
The predicted salary is between 25000 - 30000 ÂŁ per year.
A lifestyle hotel based on London’s eccentric South Bank. With 354 bedrooms, award-winning food and drink outlets and an electric energy, Sea Containers London is a destination where glamour meets brutalism – and it's your London anchor on the River Thames.
Within the hotel, our Thames Suites operate as a “hotel within a hotel”, delivering an elevated, highly personalized experience with a bespoke guest journey, dedicated daily team and personalized amenities. The Thames Suites is a key strategic and commercial pillar of the hotel, designed to drive incremental revenue, guest loyalty, and brand differentiation.
The Guest Journey Ambassador is a dynamic, highly guest-facing role at Sea Containers, serving as the constant and visible point of contact for guests from arrival to departure, owning the full check-in and check-out experience for Thames Suite guests, while anticipating needs and transforming requests into memorable moments. Actively engaged throughout every stay, the Guest Journey Ambassador assists with luggage, room orientations and inspections, shares tailored knowledge of the city, and proactively ensures comfort at every touchpoint.
Collaboration is central to the role, working across all departments to ensure every guest request is fulfilled swiftly and every concern is resolved with empathy and professionalism, all while championing the guest's voice and placing them at the heart of every interaction, decision and action.
As a Guest Journey Ambassador, you'll be the beating heart of our lobby. From the moment a guest arrives to the moment they leave, and everything in between, you're their person. Their local, their problem-solver, their secret weapon for a great stay.
What you'll do:
- Own the full arrival and departure experience, including check-in and check-out for our Thames Suite guests.
- Host the lobby during peak hours, proactively engaging with guests before they even think to ask.
- Anticipate needs, facilitate special moments and turn requests into something more than expected.
- Be the connector between departments, making sure every promise made to a guest is actually delivered.
- Handle guest feedback and complaints with calm, empathy and full ownership until resolved.
- Share your knowledge of London through tailored dining, culture and experience recommendations.
- Capture guest preferences and stay details to personalise every future visit.
What we're looking for:
Someone with genuine hospitality experience who doesn't need to be told to smile, because they mean it. You'll be calm under pressure, sharp on detail, and the kind of person guests seek out rather than avoid. Experience with CRM platforms and digital check-in tools is a plus; a passion for people is non-negotiable.
At Sea Containers London we are committed to giving our employees the skills and support required to deliver extraordinary experiences, and most importantly, to grow in their careers. On top of this we also like to offer our teams a wide range of benefits including:
- Guest experience including dinner and drinks.
- 6 complimentary nights a year at any Lore Group hotel.
- Lore Group Employee & Immediate Family Rates.
- Lore Group Friend and Family Rates.
- 50% Employee discount and 25% Friends and Family discount at over 800 partner hotels via Lore Discovery.
- 50% discount in Lore Group restaurants and bars.
- Discounts in our spa and cinema.
- Contribution towards Health - Cash Plan.
- 2 days paid volunteering leave per year.
- Life Assurance.
- Length of service incentives (additional holiday).
- Bespoke training programmes.
- Free meals on duty.
- Incentives such as Ride-to-Work and season ticket loan.
- Quarterly employee award ceremony and company staff parties.
- Employee assistance programme.
Location: London
Guest Journey Ambassador in London employer: Lore Group
Contact Detail:
Lore Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Journey Ambassador in London
✨Tip Number 1
Get to know the hotel inside out! Familiarise yourself with every nook and cranny of Sea Containers London, from the Thames Suites to the best local spots. This way, when you chat with guests, you can share insider tips that make their stay unforgettable.
✨Tip Number 2
Practice your people skills! Being a Guest Journey Ambassador means being the friendly face of the hotel. Work on your ability to engage with guests proactively, making them feel welcome before they even ask for help. A genuine smile goes a long way!
✨Tip Number 3
Show off your problem-solving skills! Guests will come to you with all sorts of requests and concerns. Be ready to think on your feet and turn any situation into a positive experience. Remember, it’s all about making their stay as smooth as possible.
✨Tip Number 4
Apply through our website! We love seeing passionate candidates who are eager to join our team. Make sure to highlight your hospitality experience and how you can contribute to creating memorable moments for our guests at Sea Containers London.
We think you need these skills to ace Guest Journey Ambassador in London
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of your own style and flair into your words. Remember, this role is all about connecting with guests, so show us how you’d do that right from the start.
Tailor Your Experience: Make sure to highlight any relevant experience you have in hospitality or guest services. We’re looking for someone who can create memorable moments for our guests, so share specific examples of how you've done this in the past. The more tailored your application is, the better!
Be Clear and Concise: While we love a good story, keep your application clear and to the point. Use straightforward language and avoid jargon. This will help us quickly understand your qualifications and why you’d be a great fit for the Guest Journey Ambassador role at Sea Containers London.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do and our amazing team culture!
How to prepare for a job interview at Lore Group
✨Know the Hotel Inside Out
Before your interview, dive deep into Sea Containers London. Familiarise yourself with its unique features, like the Thames Suites and the overall vibe of the hotel. This knowledge will help you demonstrate your genuine interest in the role and show that you're ready to be the go-to person for guests.
✨Showcase Your Hospitality Skills
Prepare examples from your past experiences where you've gone above and beyond for guests. Whether it’s a memorable interaction or a time you resolved a complaint, these stories will highlight your passion for hospitality and your ability to create those special moments that guests will remember.
✨Practice Empathy and Problem-Solving
Think about how you would handle various guest scenarios. Practice responding to potential complaints or requests with calmness and empathy. This will not only prepare you for questions during the interview but also showcase your ability to connect with guests and resolve issues effectively.
✨Engage with the Interviewers
During the interview, don’t just answer questions—engage! Ask thoughtful questions about the team dynamics, guest experiences, and how you can contribute to the hotel's success. This shows your enthusiasm for the role and your desire to be an integral part of the Sea Containers family.