Job Description

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 30,000 (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 Office team 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 consistently for internal and external customers. 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 To assist in other areas of Front of House and other departments where required


You will be required to work 40hours 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


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


INDFOH