At a Glance
- Tasks: Deliver exceptional service and create memorable experiences for our guests.
- Company: Join the award-winning Royal Lancaster London, a top employer in hospitality.
- Benefits: Earn up to £30,000, enjoy discounts, complimentary stays, and extensive development opportunities.
- Other info: Work in a vibrant environment with excellent career progression and recognition.
- Why this job: Be part of a fun, diverse team that values personal growth and community.
- Qualifications: Passion for customer service and a positive attitude are essential.
The predicted salary is between 30000 - 30000 £ per year.
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.
Some of our fabulous benefits you will enjoy as a Guest Service Agent:
- 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
- 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.
About the Hotel
- 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.
Guest Services Agent employer: Royal Lancaster
At the Royal Lancaster London, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises personal development and employee well-being. With competitive earnings, extensive benefits including discounts across our properties, and opportunities for career growth through world-class training programmes, we foster a supportive environment where every team member can thrive. Join us in delivering five-star service while enjoying a fulfilling career in one of London's happiest hotels, conveniently located near major transport links.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Agent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on the Royal Lancaster London. Understand their values and what makes them tick. This way, you can show off your enthusiasm and how you fit into their culture.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how you can bring that positive energy and five-star service vibe they’re after. Confidence is key!
✨Tip Number 3
Dress to impress! Make sure you look the part for your interview. A smart appearance shows you care about the role and respect the company’s standards. Plus, it’ll boost your confidence when you walk in!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Guest Services Agent
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your enthusiasm for the role and how you can bring positive energy to our team.
Tailor Your Application:Make sure to tailor your application to the Guest Service Agent role. Highlight your relevant experience and skills that align with our 5-star service standards. This shows us you’re serious about joining our award-winning family!
Be Specific About Your Experience:Use specific examples from your past experiences to demonstrate how you’ve delivered exceptional customer service. We love hearing about those memorable moments you’ve created for guests, so share those stories!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Royal Lancaster
✨Know Your Guests
Before the interview, research the hotel and its guest demographics. Understanding who stays at the Royal Lancaster London will help you tailor your responses to show how you can enhance their experience.
✨Showcase Your Positive Energy
Since the role requires a warm and welcoming attitude, be sure to convey your positive energy during the interview. Share examples of how you've created memorable experiences for guests in previous roles.
✨Familiarise Yourself with Standards
Brush up on the AA and LQA standards that the hotel adheres to. Being able to discuss these during your interview will demonstrate your commitment to maintaining high service levels.
✨Highlight Your Tech Savvy
As a Guest Service Agent, you'll need to navigate various hotel management systems. Be prepared to discuss any relevant experience you have with technology and how you can quickly adapt to new systems.
