Guest Journey Ambassador

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.

Within the hotel, our Thames Suites operate as a “hotel within a hotel”, delivering an elevated, highly personalized experience with a bespoke guest journey, dedicated daily team and personalized amenities. The Thames Suites is a key strategic and commercial pillar of the hotel, designed to drive incremental revenue, guest loyalty, and brand differentiation. 

Guest Journey Ambassador at Sea Containers London

The Guest Journey Ambassador is a dynamic, highly guest-facing role at Sea Containers, serving as the constant and visible point of contact for guests from arrival to departure, owning the full check-in and check-out experience for Thames Suite guests, while anticipating needs and transforming requests into memorable moments. Actively engaged throughout every stay, the Guest Journey Ambassador assists with luggage, room orientations and inspections, shares tailored knowledge of the city, and proactively ensures comfort at every touchpoint. Collaboration is central to the role, working across all departments to ensure every guest request is fulfilled swiftly and every concern is resolved with empathy and professionalism,  all while championing the guest's voice and placing them at the heart of every interaction, decision and action.

As a Guest Journey Ambassador, you'll be the beating heart of our lobby. From the moment a guest arrives to the moment they leave, and everything in between, you're their person. Their local, their problem-solver, their secret weapon for a great stay.

What you'll do

• Own the full arrival and departure experience, including check-in and check-out for our Thames Suite guests
• Host the lobby during peak hours, proactively engaging with guests before they even think to ask
• Anticipate needs, facilitate special moments and turn requests into something more than expected
• Be the connector between departments, making sure every promise made to a guest is actually delivered
• Handle guest feedback and complaints with calm, empathy and full ownership until resolved
• Share your knowledge of London through tailored dining, culture and experience recommendations
• Capture guest preferences and stay details to personalise every future visit

What we're looking for

Someone with genuine hospitality experience who doesn't need to be told to smile, because they mean it. You'll be calm under pressure, sharp on detail, and the kind of person guests seek out rather than avoid. Experience with CRM platforms and digital check-in tools is a plus; a passion for people is non-negotiable.

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