A lifestyle Hotel based on London's eccentric South Bank. With over 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.
THE LORE GROUP
Lore Group is an international hospitality company that designs, transforms, manages and operates hotels, restaurants and bars across Europe and the United States. We create storied hotels for the long term with our hotels at the heart of their communities. Thoughtful design, intuitive service and stories that last is at the core of everything we do with our four values, Family, Discovery, Detail and Spirit embedded across each of our hotels helping us inform the decisions we make and the behaviours we bring to work to validate how we stay true to our vision and our mission. Our diverse portfolio of award-winning properties includes Pulitzer Amsterdam, Sea Containers London, Riggs Washington D.C. with aspirations to grow the group even further in the future.
DESCRIPTION OF HOTEL
Sea Containers London is a flagship Lore Group lifestyle hotel located on the South Bank, offering a vibrant, design-led guest experience with strong food and beverage, events, and premium accommodation offerings. The hotel has 354 guest rooms and suites and our goals for all our guests is to provide them with extraordinary and memorable experiences, always being inclusive; fun and with our own sense of relaxed hospitality.
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.
SUMMARY DESCRIPTION OF POSITION
The Guest Journey Ambassador is a dynamic, highly guest-facing position at Sea Containers, dedicated to delivering a seamless, personalised, and memorable experience from arrival to departure. As a constant and visible presence in the lobby, this role serves as the primary point of contact for guests, embodying the hotel's commitment to exceptional, guest-centric hospitality.
Responsible for warmly welcoming guests and facilitating smooth check-in and check-out experiences, the Guest Journey Ambassador ensures every first and last impression reflects excellence. By anticipating guest needs and transforming requests into thoughtful, delightful surprises, the role goes beyond service delivery to create meaningful, memorable moments. The Guest Journey Ambassador is key to supporting daily processes of guest arrivals and needs and ensuring all guest stays are coordinated and seamless. When supporting with the Thames Suites, Guest Journey Ambassadors will be required to fulfil the complete Check-In and Check-out process and provide a personalised experience for our Suite guests.
Acting as the go-to resource for all guest enquiries, the Ambassador remains actively engaged throughout each guest's stay-assisting with luggage storage; room delivery and orientation tours and room inspections, sharing insider knowledge of the city through tailored dining and entertainment recommendations, and proactively ensuring comfort and satisfaction at every touchpoint.
Collaboration is central to success in this role. Working closely with all departments within the hotel, the Guest Journey Ambassador ensures prompt and efficient fulfilment of guest requests while championing the guest's voice across the hotel. The role also includes gathering and responding to feedback, resolving concerns with professionalism and empathy, and continuously striving to elevate service standards. This means at times the role is universally supporting the additional Front of House functions, stepping in and being proactive.
Above all, the Guest Journey Ambassador places the guest at the heart of every interaction, decision, and action-creating exceptional experiences that foster loyalty and lasting impressions.
REPORTING RELATIONSHIP
The role will report directly to the Front of House Manager. This is an on-property position based within the hotels, and it is expected that the individual will split their time accordingly to meet the required business results expected. Due to the nature and specific role responsibilities, the Guest Journey Ambassadors are required to provide the House Manager with full support on the Thames Suite program if and when required.
ROLE AND RESPONSIBILITIES
Review daily arrivals to identify VIPs, repeat guests, special occasions, and preferences.
Coordinate personalized pre-arrival communication (welcome emails, special requests, upselling experiences).
Ensure rooms are pre-inspected and tailored according to guest profiles.
Collaborate with reservations and revenue teams to identify upsell opportunities (room upgrades, packages, experiences).
Deliver seamless and personalised arrival experiences, recognising returning guests by name.
Provide a structured but natural property orientation (amenities, dining hours, spa, events)
Identify potential service recovery situations proactively during check-in.
Capture guest preferences in CRM systems for future visits.
Conduct lobby hosting and proactive engagement during peak hours.
Provide full Front Desk Support for any arriving and departing guests.
Have a thorough knowledge of the digital check-in process and working with the Explore platform.
Conduct Thames Suite Check-In and Check-out functions.
Monitor in-house guest satisfaction via guest messaging platforms and real-time feedback tools.
Facilitate special moments (birthdays, anniversaries, proposals, VIP gestures).
Support concierge-style services including reservations, transportation coordination, and curated experiences.
Ensure cross-departmental follow-through on maintenance, housekeeping, Spa and F&B requests.
Track service response times and ensure adherence to service level standards.
Take full ownership of guest concerns until resolution is confirmed.
Apply service recovery models - Lore Core Service Standards
Apply all Guest Engagement service standards to be compliant with audits.
Empowered to offer appropriate goodwill gestures within approved limits.
Document incidents and identify trends for operational improvement.
Conduct personalised check-out conversations and verify billing accuracy.
Invite and encourage post-stay feedback and online reviews.
Monitor and respond to guest reviews on platforms such as TripAdvisor, Google, and internal surveys.
Coordinate post-departure follow-up communication for VIPs or service recovery cases.
Measure performance via review and delivery of Guest satisfaction metrics, operational metrics and commercial impact.
PROFESSIONAL / PERSONAL QUALIFICATIONS
It is imperative that the individual upholds the philosophy, culture, and values of the Lore Group living and breathing the core values of Family, Discovery, Detail and Spirit.
Skills / Knowledge / Experience
Strong communication and presentation skills (verbal, listening, writing)
Strong guest centric skills in listening; personalization and anticipation
Strong training delivery experience is essential
Strong organization and analytical skills in problem-solving
Ability to acquire, maintain and influence relationships e.g., stakeholders, customers, vendors, investors
Knowledge and genuine interest of the markets specific luxury / lifestyle hotel and leisure sector
Effective conflict and change management skills
Significant proven experience in the same or similar role
Qualifications
Relevant professional qualifications for location role is based.
Lore Leadership Competencies:
Leadership (Through Humility, Innovation & Creative Thinking)
Kindness; Attention to Detail and always maintaining a Gracious attitude when dealing with others.
Taking accountability / delivering results
Building effective relationships
People & culture
Applying individual expertise
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
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
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