At a Glance
- Tasks: Lead the guest experience and ensure top-notch hospitality at a luxury hotel.
- 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 discounts on hotel stays worldwide.
- Other info: Flexible shifts and opportunities for personal development in a fast-paced setting.
- Why this job: Make a real impact on guests' experiences while developing your career in a dynamic environment.
- Qualifications: Strong hospitality skills and a passion for delivering exceptional service.
The predicted salary is between 24960 - 30000 £ per year.
As a 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 Head of Guest Experience 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:
- Advocate and maintain an exceptionally high standard of five-star luxury lifestyle service.
- Lead by example with fostering a brilliant positive attitude, grooming standard, body language, and tone.
- Monitor and maintain the cleanliness and hygiene of all FOH areas at all times and advocate this as best practice.
- Ensure that the physical appearance of offices and storage areas are neat and up to standards.
- Be available for morning, afternoon, evening, or overnight shifts as per the weekly rota.
- Carry out other duties that may be required to ensure the overall hotel operation is properly maintained to provide a total guest experience.
- Foster associate commitment to providing excellent service, participate in daily stand-up meetings, and model desired service behaviours in all interactions with guests and associates.
- Lead the hotels' VIP program from pre-arrival to the on-property experience and departure.
- Manage day-to-day operations, ensuring quality, standards, and meeting customer expectations.
- Serve as a leader in displaying outstanding hospitality skills.
- Observe service behaviours of employees and provide feedback to individuals.
- Maintain high visibility in public areas during peak times.
- Provide immediate assistance to guests as requested and be the main front of house contact person.
- Support handling complaints, settling disputes, and resolving grievances and conflicts.
- Responsible for the successful execution of the Marriott Bonvoy program within the hotel.
- Hold excellent technological skill sets within the Guest Services Departments.
- Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels, and overall satisfaction.
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.
Guest Relations Manager in London 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 competitive salaries, extensive benefits including 28 days of holiday, complimentary gym access, and a comprehensive training programme, all while working in a dynamic environment that fosters growth and recognition.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Manager in London
✨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 in London
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!
