Guest Services & PBX Agent

We are looking for you in London! The Standard is one of the most culturally engaged hotels in the world, with real cultural life, an inclusive spirit, and a true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling. At the cultural heart‑beat of The Standard are our team who bring to life our spaces, engage with our guests, and vibrate social energy, day and night across our numerous bars, restaurants, event, and guest spaces.

Here at The Standard, we take a slightly different approach to our people and look far and wide for individuals that bring a unique perspective to our team. We do not ask you to conform, read from a script, or follow the rules (ok sometimes there are rules) but not when it comes down to you being able to express yourself or celebrate your individuality. We are defined by our richness of personality, diversity of background, and lifestyle and are now looking for a Guest Services Agent who will embody our ‘Anything but Standard’ ethos to join our team.

Your Role

We’re looking for a confident, people‑focused Guest Services Agent to be the friendly voice behind our hotel’s reservations and guest communications. While our Global Contact Center handles the bulk of general enquiries, you’ll take ownership of the conversations that matter most. In this role, you’ll be at the heart of our guest journey. Answering both internal and external calls, you’ll manage and amend reservations with accuracy and care, support guests with questions and requests, and keep our systems up to date across platforms such as Opera Cloud, HyGEO, Saferpay, Expedia, Booking.com, SevenRooms, and OpenTable. You’ll help keep financial details secure, process deposits and payments, follow up on no‑shows, and ensure every arrival is prepared for the Front Office team. You’ll also be part of the wider guest communications flow—responding to queries, managing shared inboxes, and helping us deliver a seamless, warm, and consistent guest experience.

If you’re organised, confident on the phone, great with detail, and love making people feel looked after, this role puts you at the centre of it all. Do you have what it takes to be a Reservations Sales Agent at The Standard? ‘Standard People’ are at the heart of our brand; vivid, dynamic, and engaging. You’ll intrinsically understand the unique microcosm and the context of our venues and city you represent.

While prior experience in a similar role is always useful, all are welcome at The Standard; you will have however an uncompromised and natural flair for service and be able to build genuine relationships with guests that enable us to not only pre‑empt needs but foresee desires.

In addition to this you will also need…

• Prior experience as a phone agent with the ability to engage and connect with a wide range of guests from different backgrounds, ideally gained in a similar ‘Lifestyle’ or boutique hotel sector.
• In addition to those with experience, we are actively seeking candidates with a diverse range of lifestyle skills and welcome applications from those in the arts, music, and entertainment industries.
• Sociable, motivated, and pro‑active; acting with professionalism and positivity in all interactions.
• You will need to be highly organised with great attention to detail, with a natural ability for conversation.
• Prior experience using Opera, OpenTable & Seven Rooms is advantageous; however, full training will be given.
• Fluency in English is essential for this role; any additional languages are a big plus.
• You will need to have a flexible approach to working hours with the ability to work shifts, including occasional weekend cover.

Benefits Include

• Meals on duty
• Uniform & on‑site laundry service
• Pension Scheme
• Life Assurance (2 x Annual Salary)
• Medical Assistance (including online GP and Physio)
• Employee Assistance Programme with Well‑being service
• Discount platform including GYM
• Worldwide Travel Discounts via The Standard Advantage platform
• Employee & Family Rates across all Standard and Bunkhouse properties
• In‑house Experience Programme
• F&B Discounts ranging from 25‑50%
• Recruitment Referral Bonus up to £1,000
• Tuition Aid Scheme & subsidised training
• Season Ticket Loan & Bike 2 Work Scheme
• Social Committee with regular monthly social activities