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Guest Services Agent

Mondrian Shoreditch | 45 Curtain Rd, London EC2A 3PT, UK


Company Description

We have a fabulous opportunity to join our London cluster which encompasses St Martins Lane London, Sanderson London & Mondrian Shoreditch as a Guest Service Agent.

As the original lifestyle hotels, St Martins Lane London and Sanderson London sit under the Morgans Originals brand, a collection of independent hotels sharing the same spirit. Equal parts glossy, surprising and rebellious, we balance a refined outlook with careful chaos.

Always at the heart of the most exciting cultural scenes in the world, Mondrian serves up innovation and creativity with its progressive forward-thinking approach that plays with perspective and makes you dream, meaning both guests and locals alike can immerse themselves in the culture of each city it inhabits.

Job Description

Primarily a telephone role and based at Mondrian Shoreditch, the Guest Services Switchboard Team serves as the primary point of contact for any guest requests across all three hotels. 

Key duties:

  • Receiving all internal and external telephone calls.
  • Gaining knowledge of the three hotels, hotel staff, and hotel services, including hours of operation for all departments involved in and in the surrounding areas to be able to answer guest enquires.
  • Taking and booking any reservations for hotel facilities such as the restaurants, bars or afternoon tea.
  • Correctly taking and placing room service orders.
  • Constantly communicating and maintaining mutual understanding with all other departments in all hotels and maintaining respectful rapport with regular guests.


A bit about you:

  • Be Original - We want our team to be themselves and we celebrate and welcome diversity in all forms, and we give you the opportunities to discover your best self.
  • Be a team player - We always have each other’s backs and work together to offer the best possible guest experience. Whatever challenge we face - we’re in it together.
  • Loves to have fun at work - Working hard is a given but remembering to make it fun is key. Make it fun for you, your team, and our guests. We make memories – for our guests and each other.
  • Makes Positive impacts - We do more to make a positive impact – from small things to brighten someone’s day to giving back and supporting causes close to our hearts.
  • Be Humble & Kind - We’re grounded and approach things with an open mind and show kindness – both with guests and each other. The best idea wins, no matter where it comes from.
  • Loves to think big & believe - We’re dreamers and entrepreneurial – big, bold thinkers constantly imagining what is possible. We push the boundaries, challenge the norm and create change, even if that means being wrong some of the time. The biggest risk is not taking any risks. 

To be successful in this role we ask that you have:

  • Experience in a similar role within 4/5 star Hotel, boutique hotel experience will be advantageous.
  • Outstanding organizational skills and ability to multi task in a fast pace environment.
  • Exceptional communication skills and excellent command of the English language (written, reading and spoken)
  • Previous experience working with OPERA preferred. 
  • Previous telephone/switchboard experience preferred but not essential.
  • Possess a friendly, professional, engaging telephone manner.
  • Display a consistently positive attitude, self-motivated and enthusiastic work manner.

Additional Information

In addition to competitive salary, we offer a range of benefits that include:

  • Competitive salary – £25,000 per annum
  • 40 hours per week - 28 days holiday (inclusive of bank holidays) and contributory pension.
  • Discounted global hotel rates for you across the whole of our brand. 
  • A day off for your birthday plus an extra day added to your holiday allowance each year. 
  • A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing. 
  • Never go hungry - we will make sure you are fed on shift with delicious breakfast, lunch and dinner served in our team restaurant. 
  • Initial on the job training to help you understand your role and the venue, then constant communication and guidance to ensure you are the best possible you. 
  • Enhanced family leave for when you’re expanding your family. 
  • Code membership – up to 50% off of your favourite London restaurants, bars and hotels for you to enjoy in your downtime. 
  • Lots and lots of career progression – the world is your oyster to switch it up and grow with us. 
  • Party, Party, Party – from regular team drinks to our bi-annual parties. We know how to let our hair down. 
  • Experience Stay – it is important to us that you experience Mondrian not just as your place of work but also on the other side as a guest. So you and a guest have a stay on us, expose yourself to the club and enjoy a meal in BiBo.
* these questions are a must