Guest Services Agent
- london, england, United Kingdom
- Full time
Job Description
About Four Seasons
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
About Four Seasons
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
Set in the heart of the City, overlooking Tower Bridge and the Tower of London, Tower Bridge is the starting point for discovering London’s historic past, alongside its exhilarating present. As impressive inside as out, this famous five-star hotel remains the centre of attention, as a new chapter begins in its history. This beautiful grade II listed building and former HQ of the Port of London Authority has 100 rooms, 41 residential apartments of which 31 units are in a FS run transient rental program, a stunning ballroom which has hosted the inaugural Reception of the United Nations, 5 meeting rooms, a stunning destination spa with 8 treatment rooms, hammam, steam, sauna and swimming and vitality pool, and a fantastic Food and Beverage offering including Cooper's Cut (Modern Steakhouse), Mei Ume (Chinese/ Japanese cuisine) and Rotunda (all day dining, afternoon tea & bar)
Guest Services Agent
Four Seasons Hotel London at Tower Bridge
At Four Seasons, the guest experience begins the moment a guest arrives and continues until the moment they depart. Our Guest Services team plays a vital role in creating exceptional first and last impressions through personalised service, local knowledge, and genuine hospitality.
Four Seasons Hotel London at Tower Bridge is seeking a Guest Services Agent to join our Front Office team.
The role
As a Guest Services Agent, you will be an important part of the arrival and departure experience, ensuring guests feel welcomed, supported, and cared for throughout their stay. You will assist with luggage, escort guests to their rooms, provide recommendations and directions, and support transportation services where required. Working closely with the Concierge, Reception, and Guest Services teams, you will help create memorable experiences while maintaining the high standards associated with Four Seasons.
This role is ideal for someone who enjoys guest interaction, takes pride in delivering exceptional service, and has a genuine passion for hospitality.
What You Will Do
- Welcome guests warmly on arrival and support a seamless departure experience
- Assist with luggage handling, rooming guests, and guest transportation services
- Provide recommendations and information about London, local attractions, dining, shopping, and transport
- Respond to guest requests promptly and professionally
- Support the Front Office and Concierge teams to ensure a seamless guest journey
- Maintain the presentation and organisation of entrance, lobby, and guest arrival areas
- Drive hotel and guest vehicles where required and in accordance with company procedures
- Build positive relationships with guests and create memorable experiences throughout their stay
What We Are Looking For
- A valid UK driving licence with a clean driving record
- Excellent communication and interpersonal skills
- Professional presentation and a positive, guest focused attitude
- Strong knowledge of London or a willingness to develop local expertise
- Ability to work in a physically active role, including luggage handling and outdoor duties
- Comfortable working in varying weather conditions
- Strong organisational skills and attention to detail
- Previous experience as a Bell Attendant, Doorman, Concierge Assistant, or in a guest facing hospitality role is advantageous but not essential
- Right to Work in the UK
What To Expect
- Full time position, averaging 40 hours per week
- 4 on, 4 off working pattern
- 12 hour shifts, typically 8.00am to 8.00pm or 10.00am to 10.00pm
- Flexibility required to work weekends, public holidays, and varying shift times in line with business needs
What We Offer
At Four Seasons Hotel London at Tower Bridge, we support passionate people who want to grow, lead and build long term careers within a world class luxury brand.
- £37,000 annual package inclusive of base salary and service charge plus cash tips
- Structured 40 hour working week
- Excellent training and clearly defined career development pathways
- Strong internal progression opportunities across London and the global Four Seasons portfolio
- Holiday entitlement increasing with service up to 33 days
- Up to two paid Wellness Days per year
- Company Sick Pay, increasing with service
- Life insurance while on duty
- Up to 20 complimentary nights at Four Seasons Hotels and Resorts worldwide, increasing with service, as well as heavily discounted rates at all properties
- 50% discount across UK Four Seasons food and beverage outlets from day one for up to four guests
- Complimentary meals while on duty in Pepys Cellar, our staff cafeteria, with refreshments available throughout the day
- Discounted gym membership with City’s Leonardo Hotel
- Bupa Dental Cover and MediCash healthcare plans available
- Enhanced maternity and paternity pay
- Uniform with complimentary professional dry cleaning from day one
- Season Ticket Loan and Cycle to Work scheme available from day one
- Access to Wagestream for greater pay flexibility and discounts
- Employee recognition programmes including monthly awards and events
- Annual themed team events plus regular social, charitable and sporting activities