Guest Experience Manager

Let your passion for discovery become a career. Explore, discover, share, and inspire at St Pancras Renaissance Hotel

Masterpiece by Design. Dynamic by Nature

The St. Pancras Renaissance Hotel is distinctly iconic and an architectural masterpiece that celebrates both heritage and innovation. Housed in one of London’s landmark buildings, it is where modern lifestyle and luxury experiences create new stories built upon those from the past.

Position Summary:

The Guest Experience Manager is responsible for the experience of all hotel guests through the planning, communication, and delivery of the highest levels of hospitality and service. The Guest Experience Manager is accountable for two areas; the Guest Experience department and Guest Services team.

Responsibilities: Here’s what your journey with us entails

Guest Satisfaction

• Is a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Is highly interactive with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels, and overall satisfaction. Effectively responds to and handles guest problems and complaints.
• Records guest issues in the guest response tracking system. Tracks all guest issues from various sources and reports results. Identify trends for resolution.
• Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Leads EMPOWER – Guest Experience Platform for the wider hotel, ensuring all departments are recording issues and complaints.

Guest Services / Guest Experience Management

• Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
• Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business centre services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
• Contacts appropriate individuals outside the hotel or department associates as necessary to meet guest requests.
• Manages the Brands Navigator program ensuring all standards in this are met.
• As a key member of the hotel’s front of house team ensures five-star service is delivered throughout all areas of responsibility by ensuring team members use initiative and a proactive approach to ensure that the hotel always gives our guests unique and fabulous options to make the most of their time and their visit, thus making guest experiences in the hotel unique.

Qualifications/Skills:

• Minimum of 2 years of experience in a similar role within the hospitality industry, preferably in a luxury hotel environment.
• Strong attention to detail and understanding of quality management systems, standards, and procedures with a passion for delivering excellence in customer service.
• Exceptional interpersonal, organisational, and communication skills with the ability to interact effectively at all levels.
• Effective decision-making skills.
• Strong problem-solving skills.
• Ability to handle high-pressure situations in a calm and efficient manner.

What is in it for you:

In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• 31 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
• Annual Bonus determined by personal and business performance.
• Private Medical Health coverage.
• Pension scheme participation.
• Life Assurance coverage.
• Annual Performance Review pay adjustments.
• Complimentary Gym and spa access.
• Free meals while at work.
• Dry-cleaning service availability.
• Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.
• 50% discount at any of the St Pancras outlets.
• Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.
• Travel ticket season loan.
• Cycle to work scheme.
• Employee Assistance Programme access.
• Comprehensive Training and Development programme participation.
• Awards and recognition celebrations, among many other benefits.

Join Our Team: Ready to be part of a dynamic team dedicated to shaping the future of luxury hospitality? If you thrive in a fast-paced environment and are passionate about making a difference, we want to hear from you.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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