Front Desk Associate - Guest Experience Expert

• Additional Information
• Job Category: Rooms & Guest Services Operations
• Location: St. Pancras London Autograph Collection, Euston Road, London, United Kingdom, NW1 2AR
• Schedule: Full Time
• Located Remotely: N
• Position Type: Non-Management
• Position Summary

As our Front Desk Associate at St.

Pancras London, you are responsible for processing all guest check‑ins, verifying guest identity, form of payment, assigning rooms, and activating/issuing room key.

Set up accurate accounts for each guest according to their requirements.

Enter Marriott Bonvoy information.

Ensure rates match market codes, document exceptions.

Secure payment prior to issuing room key, verify/adjust billing.

Compile and review daily reports/logs/contingency lists.

Complete cashier and closing reports.

Supply guests with directions and property information.

Accommodate guest requests, contacting appropriate staff if necessary.

Follow up to ensure requests have been met.

Process all payment types, vouchers, paid outs, and charges.

Balance and drop receipts.

Count and secure bank at beginning and end of shift.

Obtain manual authorizations and follow all accounting procedures.

Notify Loss Prevention/Security of any guest reports of theft.

Responsibilities

• The Front Desk Associate must exhibit courteous hospitality at all times and fully own each guest issue.
• When in communication with the guest, the Front Desk Associate must be proactive in every area, including offering additional services.

Most importantly, the Front Desk Associate must co‑ordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with results.

• Must follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name taking and relaying messages and allowing the caller to end, transferring calls to appropriate person or department, requesting permission before placing caller on hold, the call.
• Perform other reasonable job duties as requested by Supervisors.
• Deliver an exceptionally high standard of five‑star luxury lifestyle service for every guest interaction.
• Attitude, grooming standard, body language and tone need to be positive, supportive and on brand at all times.
• You are expected to deliver service to your full potential when you are here.
• You are also expected to carry out other duties that may be required to ensure the overall hotel operation is properly maintained to provide a total guest experience.
• Contact appropriate individual or department (e. g., Guest Arrival, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.

Benefits

• 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
• Annual Performance Review pay adjustments.
• Complimentary gym and spa access.
• Free meals while at work.
• Dry‑cleaning service availability for uniforms.
• Complimentary enrolment in Benefit Hub, granting unlimited deals from various retailers and more.
• 20% 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.
• Life Assurance Scheme.
• Cycle to work scheme.
• Employee Assistance Programme access.
• Mental Health First Aiders within the team.
• Comprehensive Training and Development programme participation.
• Awards and recognition celebrations, among many other benefits.
• Outstanding Wellness program.
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