Guest Service Agent

Sea Containers Hotel Limited; Greater London; On-site; GBP 27,000; Full time

Job summary

A leading lifestyle hotel in London is seeking a Guest Service Agent to provide exceptional, personalized service throughout the guest journey. Responsibilities include managing reservations, addressing guest needs, and promoting hotel amenities. Ideal candidates will have strong communication skills and experience in a hospitality setting. This role offers a salary of £26,225 p/a plus service charge and an array of benefits, including complimentary nights at partner hotels and employee discounts.

Benefits

6 complimentary nights a year at any Lore Group hotel

50% Employee discount at partner hotels

Contribution towards Health - Cash Plan

Free meals on duty

Qualifications

• Strong customer service skills and experience in a hospitality environment.
• Ability to manage multiple tasks in a busy environment.
• Proficiency in using hotel management systems.

Responsibilities

• Deliver intuitive and personalized guest service throughout their stay.
• Manage reservations and coordinate room allocations.
• Engage with guests and promote hotel amenities.

Skills

Guest communication skills

Reservation management

Upselling techniques

Concierge service knowledge

Job description

A lifestyle Hotel based on London’s eccentric South Bank. With 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.**What You’ll Do**As a Guest Service Agent, you’ll be a key contact throughout the entire guest journey, delivering intuitive, personalised service that reflects the Sea Containers London experience.**Guest Service & Communication*** Respond promptly to enquiries and anticipate guest needs from booking to check-out* Provide clear, courteous phone and email support* Liaise with all departments to share updates and guest requests**Reservations & Operations*** Manage reservations, amendments, and cancellations accurately* Support room allocations and oversee the online check-in process* Coordinate room moves and manage OOO/OOS room statuses**Guest Portal & Upselling*** Engage with guests via the Alliants Experience Platform* Process upsells and promote hotel amenities and services* Support portal-related reporting and insights**Guest Engagement*** Assist with concierge requests (cars, tours, flowers)* Prepare VIP and returning guest amenities* Monitor and respond to online guest reviews**Administration & Standards*** Maintain accurate records, reports, and guest profiles* Uphold front desk cleanliness, safety procedures, and GDPR compliance**Teamwork & Development*** Collaborate closely with operational teams for smooth service delivery* Participate in training and support onboarding of new colleagues **Salary:** £26,225 p/a + service charge, plus benefitsAt Sea Containers London we are committed to giving our employees the skills and support required to deliver extraordinary experiences, and most importantly, to grow in their careers. On top of this we also like to offer our teams a wide range of benefits including:* 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* 2 days paid volunteering leave per year* 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**Location:** London