Guest Services Agent

Langham Service

The Langham, London; Europe’s first Grand Hotel and Forbes 5* rated property, is currently recruiting for Guest Services Agent to join our talented Langham Service team. We’re an equal opportunities employer, and we welcome and value applications from all communities.

ABOUT THE ROLE

In the role of Guest Services Agent, your key focus will be to:

• Handle In-Room Dining orders promptly and accurately for all in-house guests, ensuring exceptional service and satisfaction.
• Manage restaurant reservations for our distinguished dining venues—Palm Court, Artesian, and The Wigmore—using the Sevenrooms booking system.
• Answer and transfer all incoming external calls efficiently, providing a welcoming and professional first impression.
• Assist with managing the hotel’s general inbox, responding to inquiries swiftly and in line with Langham’s standards.
• Coordinate and log all wake-up call requests, executing them with precision and in adherence to Langham Brand Standards.
• Log, track, and fulfill guest service requests, such as additional amenities or maintenance needs, through the HOTSOS system.

ABOUT YOU

• excellent customer service skills and a real understanding of 5* luxury environment service requirements
• excellent communication skills, in English language, both written and verbal
• immaculate personal presentation
• a pro-active approach to guests and duties
• great attention to detail
• previous use of Micros, Sevenrooms, HOTSOS or Opera systems is an advantage

YOUR BENEFITS

Financial Wellbeing

• Paid Overtime
• Discretionary Service Charge
• 28 days of holiday (inclusive of Bank Holidays) with the opportunity to increase to up to 33 days off based on Length of Service
• Access to Wagestream – a salary advance benefit
• Complimentary accommodation at all the Langham Hotels & Resorts, Cordis Hotels & Resorts, Eaton Workshop and affliated hotels
• Discounted accommodation at The Langham, London for you and your family
• Discounts for you, your friends and family in our Food and Beverage outlets and on Spa treatments
• Up to £750 Recommend a Friend referral bonus
• Seasonal Travelcard loan
• A subsidised taxi journey (£20) for any shift you are scheduled to work between 00:00 and 05:00hrs
• Company pension plan
• Life insurance
• Discounts in various high street and online shops

Mental Wellbeing

• Colleague recognition system - being recognised and rewarded for positive guest comments or when you showcase one of our company values
• Learning and Development opportunities, including paid and unpaid cross-departmental training, empowering you to progress in your career
• 2 staff parties per year and several colleague social and community events
• Access to the Employee Assistance Programme by Hospitality Action (24/7)
• Access to Qualified Mental Health First Aiders on site
• Most Valued Colleague of the Month and Year Awards
• Long Service Awards

Physical Wellbeing

• Free meals on duty in our Staff Restaurant
• Uniform supplied and laundered or if non-uniform colleague, a complimentary valet service of work attire provided
• Enhanced Sick Pay
• Eye test vouchers
• Cycle2Work scheme
• Subsidised regular Back Massage, Reflexology & Chiropody Sessions

OUR CULTURE

Our company is dedicated to cultivating a supportive environment where "Our People, Our Pride" serves as a guiding principle, fostering innovation, collaboration, and personal growth.

DIVERSITY & INCLUSION

The Langham, London is an equal opportunities employer, committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on disability, gender identity, race, religion, marital status, or any other characteristic.

SUSTAINABILTY PLEDGE

We are extremely proud to be recognised as an environmentally conscious hotel, constantly striving to improve our eco policies and initiatives to help preserve our world for future generations. We attained Platinum Earthcheck certification for the 4th consecutive year in December 2023, making us the first UK hotel to achieve Platinum status in 2020 and one of only two hotels in Europe and the UK currently holding this prestigious certification.

The Langham London, London’s Original Grand Hotel and flagship of the international Langham Hospitality Group comprises 380 luxury bedrooms and suites and Palm Court restaurant, the Artesian Bar and Wigmore Tavern, extensive Meeting & Events facilities, Europe’s first Chuan Body + Soul Spa and Sauce by The Langham, our cookery school. The team at the hotel prides itself on building great memories for our guests and we’ve been doing so since 1865.

Would you like to be a in such an iconic hotel? Then go ahead, apply!