At a Glance
- Tasks: Deliver five-star service and create memorable moments for guests at the Front Office.
- Company: Join the award-winning Royal Lancaster London, known for its happy and supportive culture.
- Benefits: Earn up to £29,000, enjoy discounts, complimentary stays, and extensive development opportunities.
- Other info: Work in a dynamic environment with excellent career progression and recognition schemes.
- Why this job: Be part of a fun team that values personal growth and community impact.
- Qualifications: Passion for hospitality and a positive attitude are essential.
The predicted salary is between 25000 - 29000 £ per year.
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 Night 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.
Some of our fabulous benefits you will enjoy as a Night Guest Service Agent are:
- Annual earnings up to £29,000.00 (£25,908.48 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 Night 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.
As a Night Guest Service Agent, your main duties and expectations for the role will include:
- 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
You will be required to work 40 hours 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 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 Night 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.
Night Guest Service Agent - Front Office (Royal Lancaster) in City of Westminster employer: Royal Lancaster London
Royal Lancaster London is an exceptional employer, offering a vibrant work culture that prioritises employee well-being and professional growth. As a Guest Services Agent, you will be part of a prestigious team dedicated to delivering five-star service, with access to competitive benefits such as a pension scheme and exclusive discounts across our properties. Located in the heart of London, this role provides a unique opportunity to thrive in a dynamic environment while making meaningful connections with guests from around the world.
StudySmarter Expert Advice🤫
We think this is how you could land Night Guest Service Agent - Front Office (Royal Lancaster) in City of Westminster
✨Tip Number 1
Get to know the company culture! Before your interview, check out their social media and website to see what they're all about. This will help you connect with the team and show that you're genuinely interested in being part of their happy environment.
✨Tip Number 2
Practice your customer service skills! As a Night Guest Service Agent, you'll be dealing with guests and their needs. Think of scenarios where you can demonstrate your problem-solving abilities and how you would handle complaints to ensure guest satisfaction.
✨Tip Number 3
Dress to impress! First impressions matter, especially in hospitality. Make sure you look smart and professional for your interview. It shows that you care about the role and are ready to represent the Royal Lancaster's five-star service.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining our team. Plus, it gives you a chance to showcase your enthusiasm right from the start!
We think you need these skills to ace Night Guest Service Agent - Front Office (Royal Lancaster) in City of Westminster
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for hospitality shine through! We want to see that you genuinely care about providing excellent service and creating memorable moments for our guests.
Tailor Your CV:Make sure your CV is tailored to the Night Guest Service Agent role. Highlight any relevant experience in customer service or hospitality, and don’t forget to mention any specific skills that align with what we’re looking for!
Be Yourself:We love authenticity! Don’t be afraid to let your personality come through in your application. Share a bit about yourself and what makes you a great fit for our fun and positive team environment.
Apply Through Our Website:For the best chance of joining our award-winning family, make sure to apply directly through our website. It’s the easiest way for us to see your application and get you on the path to an exciting career with us!
How to prepare for a job interview at Royal Lancaster London
✨Show Your Passion for Hospitality
Make sure to express your genuine enthusiasm for the hospitality industry during the interview. Share specific examples of how you've gone above and beyond to provide excellent service in previous roles, as this aligns perfectly with the Royal Lancaster's commitment to delivering memorable moments.
✨Know the Company Inside Out
Do your homework on the Royal Lancaster London! Familiarise yourself with their values, recent achievements, and the benefits they offer. This will not only impress your interviewers but also help you articulate why you want to be part of their team that 'Always Cares'.
✨Prepare for Customer Scenarios
As a Night Guest Service Agent, you'll likely face customer complaints. Prepare for situational questions by thinking through how you would handle various scenarios. Use the STAR method (Situation, Task, Action, Result) to structure your responses and demonstrate your problem-solving skills.
✨Emphasise Team Spirit
The Royal Lancaster values a happy and fun environment, so highlight your ability to work well in a team. Share experiences where you've collaborated with colleagues to achieve a common goal or contributed positively to a team dynamic, showcasing your fit for their community-focused culture.
