At a Glance
- Tasks: Be the go-to person for guests, ensuring their stay is unforgettable from check-in to check-out.
- Company: Join Sea Containers London, a vibrant hotel blending glamour and unique design on the River Thames.
- Benefits: Enjoy complimentary stays, discounts, health contributions, and bespoke training programmes.
- Other info: Collaborate across departments and enjoy excellent career growth opportunities.
- Why this job: Make a real difference in guests' experiences while working in a dynamic, energetic environment.
- Qualifications: Genuine hospitality experience and a passion for people are essential; CRM knowledge is a bonus.
The predicted salary is between 24000 - 30000 £ per year.
A lifestyle hotel based on London's eccentric South Bank. With over 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.
Benefits:
- 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.
- 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.
Guest Journey Ambassador employer: Sea Containers London
Sea Containers London is an exceptional employer, offering a vibrant work culture that thrives on collaboration and genuine hospitality. As a Guest Journey Ambassador, you'll enjoy unique benefits such as complimentary stays at Lore Group hotels, extensive discounts, and bespoke training programmes, all while being part of a dynamic team dedicated to creating memorable experiences for guests on the iconic South Bank. With a focus on employee growth and well-being, Sea Containers London is not just a workplace; it's a community where your passion for people can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Journey Ambassador
✨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 that guests look for. Work on your ability to engage with guests proactively, making them feel welcome before they even ask for help.
✨Tip Number 3
Show off your problem-solving skills! Think about how you can turn potential issues into memorable moments. Guests will appreciate your calm and empathetic approach when handling feedback or complaints.
✨Tip Number 4
Apply through our website! We want to see your personality shine through in your application. Make sure to highlight your genuine passion for hospitality and how you can be the heartbeat of our lobby at Sea Containers London.
We think you need these skills to ace Guest Journey Ambassador
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 passion for hospitality and how you connect with guests. Remember, this role is all about creating memorable moments!
Tailor Your Experience:Make sure to highlight any relevant experience that aligns with the Guest Journey Ambassador role. Whether it’s previous hospitality roles or customer service experiences, we want to know how you’ve made guests feel special in the past.
Be Detail-Oriented:Pay attention to the details in your application. From spelling and grammar to formatting, a polished application shows us you care about the little things—just like we do when it comes to our guests’ experiences!
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 Sea Containers London and what we stand for!
How to prepare for a job interview at Sea Containers London
✨Know the Hotel Inside Out
Before your interview, dive deep into understanding 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 with empathy, these stories will highlight your passion for hospitality and your ability to create memorable moments for guests.
✨Practice Active Listening
During the interview, practice active listening. Make sure to engage with the interviewer by nodding and responding thoughtfully to their questions. This will not only show your communication skills but also reflect how you would interact with guests, ensuring they feel heard and valued.
✨Be Ready to Discuss London
As a Guest Journey Ambassador, you'll need to share tailored recommendations about London. Brush up on local dining spots, cultural experiences, and hidden gems. Being able to discuss these confidently will set you apart and show that you’re prepared to enhance the guest experience right from the start.
