Night Guest Service Agent

Are you the type of person that gets out of bed on the right side every day? If so, we would like you to 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.

Benefits

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 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.

Key Responsibilities

• Foster an environment at the Front Office where hospitality is delivered.
• Complete the relevant Night Auditor tasks as laid down by departmental standards.
• Receive customer complaints and ensure the complete satisfaction of the customer. Deliver appropriate service recovery with a view to obtaining their future loyalty and 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.
• Monitor and control the rooms inventory to ensure overbooking levels are maximized.

Working hours: 40 hours per week, on a shift rota.

All applicants must be legally eligible to work in the UK