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Guest Services Specialist

2 months ago

Charing, United Kingdom Royal Lancaster London Full time

Join Our Esteemed Team

Are you someone who approaches each day with enthusiasm and positivity? If so, we invite you to consider a position as a Guest Services Specialist at the Royal Lancaster London, where we prioritize your professional growth and personal development.

As a valued member of our team, you will enjoy a range of exceptional benefits , including:

  • A pension plan with employer contributions
  • 50% discount at all our dining establishments and wellness facilities
  • Special rates for team members and their friends and family across our locations
  • Extensive savings on our benefits platform
  • Access to private health insurance
  • Support through tailored development plans, apprenticeships, and premier management training programs
  • Interest-free travel loan
  • Employee Assistance Programme offering 24/7 online GP services, mental health support, and virtual wellness resources
  • Cycle-to-work scheme
  • Incentives for referring friends
  • Complimentary laundry services
  • Free meals during shifts
  • Opportunities to participate in taskforces focused on business initiatives, community engagement, and environmental sustainability
  • Employee recognition programs and social events, including gala dinners and more

We are currently seeking a dedicated Guest Services Specialist to join our Guest Services team on a permanent basis. Your role will be pivotal in consistently delivering outstanding experiences and five-star service to our guests and colleagues alike. It is essential that every team member contributes positive energy to foster a joyful and engaging atmosphere, as we aim to cultivate a community enriched by diverse backgrounds and experiences, where we value careers over mere jobs.

As a Guest Services Specialist , your primary responsibilities will include:

Coordinating the efforts of the Front of House Luggage Porters and Doormen to ensure seamless guest arrivals and departures, managing luggage, and addressing guest requests promptly.

Assisting in the training of new team members and ensuring comprehensive understanding of relevant systems and hotel standards.

Providing guests with detailed information regarding city maps, directories, dining options, shopping venues, in-house services, daily activities, cultural events, religious services, sports events, entertainment options, local attractions, medical facilities, transportation alternatives, and airport schedules.

Managing group arrangements, organizing porterage and room deliveries, and establishing rapport with returning guests and VIPs.

Maintaining effective systems for the secure handling, collection, and delivery of guest mail, parcels, gifts, and messages. The ultimate aim of the Guest Services Specialist is to surpass guest expectations and create unforgettable experiences during their stay at the Royal Lancaster.

A solid understanding of hotel operations, including familiarity with systems such as Opera PMS and Alice, is essential.

This role requires a commitment of 40 hours per week, following a shift schedule.

We are proud to be recognized as:

- Best Employer for 2021 at Springboard's Excellence Awards

- One of the happiest hotels in London

- Earth Check Silver Certified 2023

- Holder of 2 Rosettes

- Approved by the Hoteliers Charter

- A member of Preferred Hotels & Resorts

If you believe that the role of Guest Services Specialist aligns with your skills and aspirations, we encourage you to explore this opportunity to join our award-winning family.

All applicants must be legally eligible to work in the UK.