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 Autograph Collection in London, we pride ourselves on being an exceptional employer that values culinary talent and fosters a collaborative work environment. Our team enjoys generous benefits such as 28 days of holiday and a pension scheme, alongside ample opportunities for professional growth and development in a luxury hotel setting. Join us to be part of a dynamic kitchen where your contributions directly enhance guest satisfaction and culinary excellence.
