At a Glance
- Tasks: Lead the guest experience team and ensure top-notch hospitality for all hotel guests.
- Company: Join Marriott International, a leader in luxury hospitality with a diverse and inclusive culture.
- Benefits: Enjoy 28 days holiday, gym access, free meals, and exclusive discounts worldwide.
- Other info: Flexible shifts and excellent career growth opportunities await you.
- Why this job: Make a real impact on guest experiences in a dynamic, fast-paced environment.
- Qualifications: Strong leadership skills and a passion for exceptional customer service.
The predicted salary is between 40000 - 50000 £ per year.
Located at Euston Road, London, United Kingdom, this full-time management position offers a competitive salary and various perks including:
- 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 BenefitHub, granting unlimited deals from various retailers.
- 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.
- Outstanding Wellness program.
As the Head of Guest Experience (HGX) at St. Pancras London, you will be responsible for the experience of all hotel guests through the planning and delivery of the highest levels of hospitality and service. The HGX is accountable for three areas: Guest Services, Guest Relations, and lobby Host. You will strive to continually improve guest and associate satisfaction and maximise the financial performance of the department.
Responsibilities include:
- Advocating and maintaining an exceptionally high standard of five-star luxury lifestyle service.
- Leading by example with a positive attitude, grooming standard, body language, and tone.
- Monitoring and maintaining the cleanliness and hygiene of all FOH areas at all times.
- Ensuring that the physical appearance of offices and storage areas are neat and up to standards.
- Being available for morning, afternoon, evening, or overnight shifts as per the weekly rota.
- Carrying out other duties required to ensure the overall hotel operation is properly maintained.
- Fostering associate commitment to providing excellent service and participating in daily stand-up meetings.
- Leading the hotels’ VIP program from pre-arrival to departure, tailoring experiences that reflect the Renaissance core values.
- Managing day-to-day operations, ensuring quality and standards meet customer expectations.
- Providing immediate assistance to guests and being the main front of house contact person.
- Handling complaints, settling disputes, and resolving grievances.
- Executing the Marriott Bonvoy program within the hotel and ensuring associates are trained to the most up-to-date standards.
- Implementing and troubleshooting all related technology within the Guest Services Departments.
- Interacting with customers regularly to obtain feedback on product quality, service levels, and overall satisfaction.
Join our team if you thrive in a fast-paced environment and are passionate about making a difference. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive, people-first culture.
Guest Relations Manager employer: Autograph Collection
At Marriott International, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises personal development and employee well-being. Located in the heart of London, our team enjoys a range of benefits including competitive salaries, extensive training programmes, and unique perks such as complimentary gym access and discounts across our global network. Join us to be part of a dynamic team dedicated to delivering outstanding luxury hospitality while fostering a diverse and inclusive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Manager
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Autograph Collection. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Autograph Collection
Don't be shy about reaching out to Autograph Collection directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Autograph Collection and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Autograph Collection
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
