Guest Service Agent

6 days ago

London, Greater London, United Kingdom Lore Group Full time

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 benefits

At 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

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