Luggage Porter - Nights

The Cumberland

Contract: Flexible
Payment: Hourly
Salary: £13.00 per hour

The Cumberland draws inspiration from the capital’s love of contemporary music, with a harmonious fusion of comfort and service. In a prime position between Oxford Street and Marble Arch, yet just yards from the oasis of Hyde Park, it’s the perfect base for a rocking time in London. You’ll be close to famous shopping districts, museums and historic landmarks, while a London Underground station is just around the corner, making further exploration a breeze. With 1019 rooms, bars, a restaurant, meeting rooms and all-modern, accessible facilities, The Cumberland is the perfect destination for leisure and business travellers. Looking for an authentic music hotel experience? The Cumberland invites everyone to the best show in town!

What you’ll be doing

Are you ready to be the welcoming face of our hotel? As a Guest Service Team Member, you will be the first point of contact for our guests, providing a warm welcome and exceptional service from their arrival to departure.
With your role you will have the opportunity to build meaningful relationships with guests, anticipating their needs and ensuring they have a truly personalized experience. While experience with Opera is a plus, what’s most important is your passion for hospitality and ability to make each guest feel valued. You will be proactive in resolving guest queries and will thrive in a busy environment, always maintaining your composure and professionalism.

The key responsibilities are:

• Greet and assist guests who arrive late at night, ensuring they feel welcomed and comfortable.
• Transport guests' luggage from the point of arrival (e.g., car, taxi) to the front desk, and subsequently to their rooms and assist with luggage during late-night  check-outs or early departures.
• Safely store and retrieve luggage as needed, ensuring proper tagging and documentation for easy identification.
• Communicate effectively with the night front desk staff and other night shift personnel to ensure a smooth check-in and check-out process for guests.
• Ability to handle guests requests during the night, such as housekeeping requests. 

What you’ll bring

• Previous experience in a customer-facing role within a fast-paced service environment
• Excellent communication skills, both in person and over the phone
• A passion for delivering the highest levels of service, with a strong desire to learn, work hard, and progress
• Comfort in a front-line role, engaging directly with guests and addressing their needs
• Empathy and strong relationship-building skills to create lasting connections
• An open and relaxed personality that fosters a welcoming atmosphere
• Attention to detail and accuracy in all aspects of service
• A clear desire to pursue a career in hospitality, demonstrating commitment and enthusiasm
• Ability to work effectively as part of a team
• Knowledge of Opera is a definite advantage

If you are excited about making a positive impact on our guests' experiences and thrive in a vibrant team environment, we invite you to apply for the Guest Service Team Member position. Join us in creating unforgettable moments for our guests and be a part of something truly special!

What you’ll get in return

As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we’ll take care of you at every step of your journey so that you can take care of our guests.

In fact, we’re so committed to this that our ‘People Promise’ sets out how you can expect us to support you at every step of your application and your career with us. Whether that’s your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.

Career Development & Growth - We’re here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.

Financial Wellbeing – You work hard, so we’ll always help your money work hard for you! Some of the great things you can take advantage of include:

• Wage Stream – You’ll be paid monthly, but have access to your earned salary before payday should you need it
• Discounts & Perks – Savings on 1000’s of retailers, dining, hotel stays, and much more for you and those close to you
• Refer a Friend – Earn up to £1000 when friends join our team
• Interest-Free Loans – Season ticket loans to make commuting easier

Mental & Physical Well-being - We’re here to support your well-being, whenever and wherever you need it.

• On-Site Mental Health First Aiders
• 24/7 Employee Assistance Line – Free, confidential advice
• Be Well Platform – Our Online fitness and wellness resources
• Gym Discounts & Cycle to Work Scheme

Recognition & Community – We’re proud of everything we achieve, so we always celebrate our extraordinary team and culture.

• ‘Wonderful People’ Awards – Monthly, quarterly, and annual recognition
• Social & Seasonal Events – Fun, inclusive celebrations
• People Council – A platform for every voice
• Paid Volunteering Days – Give back to causes close to you

At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.