Guest Services Agent

Guest Services Agent

Guest Services Agent · London · £13.24 plus tronc + service charge · Full Time

London sets the perfect stage for The Standard’s first European flagship and since opening in 2019, The Standard, London has firmly established itself as one of the capital’s most dynamic lifestyle hotels.

Set in King’s Cross within the hotel’s iconic brutalist building, The Standard brings its design-led, culture-driven, activation-heavy philosophy to the heart of the city. With 266 guestrooms ranging from cosy rooms to terraced suites overlooking St Pancras, alongside a constant programme of cultural happenings, the hotel has become both a neighbourhood fixture and an international destination.

Our restaurants, bars and rooftop terraces are legendary. From Isla’s Garden setting to Double Standard’s vibrant energy, Decimo’s skyline dining and Sweeties’ late-night scene, our venues create a high-volume, multi-outlet operation that runs from early morning through to late night. Together, these spaces position The Standard, London as one of the city’s most exciting destinations for events, celebrations and brand experiences.

We are defined by our richness of personality, diversity of background and lifestyle and are now looking for a Job Title who will embody our "Anything but Standard" ethos. As part of Hyatt, we're committed to creating an environment where our people feel they belong, can grow, thrive and do their best work.

At The Standard, London, we don’t do scripts, cookie-cutter service, or robotic hospitality. As a Guest Services Agent, you’ll be the voice, inbox wizard, and behind-the-scenes fixer helping create seamless guest experiences before, during, and after every stay. From restaurant bookings and special celebrations to guest enquiries and insider recommendations, you’ll be the person who makes things happen—with warmth, personality, and just the right amount of flair.

This is a role for someone who genuinely enjoys connecting with people. You’ll manage reservations across multiple platforms, support guest experience initiatives, handle front office communications, and work closely with teams across the hotel to ensure every detail lands exactly where it should. Whether you’re coordinating a birthday surprise, resolving a last-minute request, or answering the phone during a busy spell, you’ll stay cool, organised, and one step ahead.

Above all, you’ll be a host. Curious, confident, and naturally guest-focused, you’ll know how to turn a simple enquiry into a memorable experience. If you thrive in a fast-paced environment, love juggling details without dropping the ball, and believe hospitality should feel personal rather than transactional, you’ll fit right in as a Guest Services Agent

Do you have what it takes to be our Guest Services Agent at The Standard?

While we take every detail of design and guest experience seriously, we do not take ourselves too seriously. ‘Standard People’ are at the heart of our brand; vivid, dynamic and engaging.

A successful Guest Services Agent will need…

• Previous experience in hospitality, reservations, guest services, front office, or a guest-facing customer service role.
• A natural host with a genuine passion for creating memorable guest experiences.
• Excellent verbal and written communication skills, with confidence handling guest enquiries by phone and email.
• Highly organised and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.
• Calm, adaptable, and solution-focused, with strong problem-solving skills and a positive attitude under pressure.
• A collaborative team player who enjoys working across departments to deliver seamless guest journeys.
• Experience using hotel, restaurant, or reservations systems such as Opera, SevenRooms, OpenTable, or similar platforms is advantageous.
• Strong administrative skills with a high level of accuracy when managing guest information, bookings, and payments.
• Commercially aware, with the confidence to recommend and upsell hotel services and experiences where appropriate.
• A knowledge of Hyatt systems, World of Hyatt, or lifestyle hospitality brands would be a bonus, but personality, energy, and attitude matter most.

All applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates.

Benefits Include

• Meals on duty
• Uniform provided
• World class development programmes and opportunities to develop your career internationally with Hyatt
• 28 Days Holiday rising to 33 days with service
• Pension Scheme
• Life Assurance (2-4 x Annual Salary)
• Medical Assistance (including online GP and Physiotherapy Services)
• Employee Assistance Programme with Wellbeing Support services
• Membership to Headspace Meditation app
• Hospitality Rewards benefit platform
• Worldwide Travel Discounts, including colleague + family Rates across Standard and Hyatt properties
• In-house Experience Programme
• F&B Discounts ranging from 25-50%
• Recruitment Referral Bonus up to £1,000 gross
• Tuition Aid Scheme
• Season Ticket Loan & Bike 2 Work Scheme
• Regular Social Events and Activities