Host, Customer Service​/HelpDesk, Customer Service Rep

WHY ROOM2

Care, made daily

room2 Hometels is part of Lamington Group. Hometel is a term created and owned by Lamington Group. We design and operate hometels, we combine practicality with feeling. It responds to how people actually travel and live. We also recognise the importance of the sense of being properly looked after. A team that pays attention to what guests actually need, not what a script tells us they should.

We are looking for people who care about the work in front of them and the people around them. If that sounds like you, keep reading.

What's the role about.

You are a Host t means you are the first face, the warm welcome, the person every guest sees when they arrive. You set the tone for their entire stay.

You greet guests with genuine warmth, handle their needs with calm professionalism, and connect them to what they need. You're part of a team that takes pride in hospitality. You notice what guests need before they ask, remember their preferences, and go beyond the expected to make them feel at home.

Your work is visible and important. The way you welcome a guest directly shapes how they feel about room
2. You represent our values with every interaction. You're reliable, friendly, and genuinely interested in making people's stays special.

These are the room2 Values. We use them across every role in the Group, from Maintenance to Front of House to the kitchens. If three or more of these read like you on a good day, this is your kind of place.

• Use Instinct. You read what's needed and act on it. You back human judgement, the unmet need, the early signal, the moment of hesitation, with care.
• Own It. You finish what you start. You are honest about what works and what doesn't. The thing you spotted is yours until it's fixed.
• Include All. You build trust quickly with guests, colleagues and partners. You are open, real, and you treat the team like a team.
• Stay Curious. You ask why. You keep learning the building, the systems, the neighbourhood. You'd rather know how something works than fake it.
• Think Big. You reject 'good enough'. You spot patterns and bring better ideas, even when the small fix would do.

We don't hire for years of hotel experience. We can teach the systems. We can't teach you how to read a room.

On a good day, you might…

• Welcome guests at check-in and check-out, learn names, answer questions, and make people feel at home from the first hello.
• Keep guest conversations moving, reply quickly to messages, whether it’s a HiJiffy request for extra towels or a question about local restaurants.
• Share local knowledge, recommend neighbourhood spots, events, and places guests might not discover on their own.
• Spot needs before guests ask, notice a family that needs extra space for luggage or offer help when someone looks unsure.
• Handle guest concerns calmly, listen, take ownership, and work towards a fair solution instead of passing problems on.
• Keep the team in the loop, flag special requests, maintenance issues, or feedback so everyone knows what matters today.
• Keep the front desk running smoothly, answer calls quickly, manage guest details accurately, and make sure the space feels welcoming and organised.

• 1+ years of experience in hospitality, customer service, or another guest-facing role where creating a great experience was part of the job.
• Experience working in a hotel, guesthouse, serviced accommodation, or similar environment, with confidence handling guest interactions from arrival through to departure.
• A proven ability to create positive guest experiences, building rapport, solving problems, and making people feel genuinely looked after.
• Comfortable with everyday admin tasks, handling phone enquiries, and keeping guest information accurate and organised.
• Warm, naturally friendly, and a strong listener, someone who remembers names, notices details, and helps guests feel recognised rather than processed.
• Calm under pressure, proactive by nature, and willing to take initiative when guests need support or situations need quick action.
• Experience with PMS check-in/check-out systems, billing processes, OTA platforms (, Expedia, etc.), guest…