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 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


INDFOH