At a Glance
- Tasks: Provide exceptional guest service and support in a luxury hotel environment.
- Company: Join the prestigious St Pancras London, a five-star hotel with a unique blend of elegance and modernity.
- Benefits: Enjoy competitive salary, 28 days holiday, free meals, gym access, and exclusive discounts.
- Other info: Comprehensive training and development opportunities in a supportive work environment.
- Why this job: Be part of a dynamic team shaping the future of luxury hospitality and making memorable guest experiences.
- Qualifications: Strong communication skills and a passion for delivering outstanding customer service.
The predicted salary is between 24000 - 30000 £ per year.
Let your passion for discovery become a career. Explore, discover, share, and inspire at St Pancras London. St. Pancras London is a five-star hotel that fuses Victorian elegance with contemporary luxury. It is home to 38 opulent Chambers Suites and 207 stylish guestrooms, offering refined comfort with modern amenities. Guests can enjoy superb dining and expertly crafted cocktails in a unique selection of restaurants and bars, unwind at the serene St. Pancras Spa, or host events in elegant meeting rooms, including the historic Ladies Smoking Room. Ideally located beside St. Pancras International, the hotel is a gateway to memorable experiences in the heart of King’s Cross.
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:
- 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 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.
As our Guest Service Associate at St. Pancras London, you are responsible for answering telephone using appropriate etiquette, transferring calls to appropriate department or person, addressing guest needs in a professional, positive and timely manner. You are expected to carry out other hotel duties that may be required to ensure the overall hotel operation is properly maintained to provide a total guest experience.
The Guest Services Associate must exhibit courteous hospitality at all times and fully own each guest issue. When in communication with the guest, the Guest Services Associate must be proactive in every area, including offering additional services. Most importantly, the Guest Services Associate must co-ordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with results.
The Guest Services Associate 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 caller's 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, Front Desk, 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.
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.
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Guest Service Associate - Guest Experience Expert in London employer: Autograph Collection
St. Pancras London is an exceptional employer that offers a vibrant work culture steeped in luxury and hospitality excellence. With a commitment to employee growth through comprehensive training programmes, competitive salaries, and a range of benefits including wellness initiatives and discounts, team members are empowered to thrive in their roles while enjoying the unique charm of working in a five-star hotel located in the heart of King’s Cross. Join us to be part of a dynamic team where your passion for guest service can flourish and contribute to creating memorable experiences for our guests.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Service Associate - Guest Experience Expert in London
✨Tip Number 1
Get to know the hotel! Research St Pancras London and its unique offerings. This way, when you chat with them, you can show off your knowledge and passion for their brand.
✨Tip Number 2
Practice your phone etiquette! Since you'll be answering calls, make sure you sound friendly and professional. Try role-playing with a friend to nail that perfect tone.
✨Tip Number 3
Show your proactive side! Think of ways you can go above and beyond for guests. Share these ideas during your interview to demonstrate your commitment to exceptional service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at St Pancras London.
We think you need these skills to ace Guest Service Associate - Guest Experience Expert in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for guest service shine through! We want to see how much you love creating memorable experiences for guests, so share any relevant stories or examples that highlight your passion.
Tailor Your CV:Make sure your CV is tailored specifically for the Guest Service Associate role. Highlight your experience in hospitality and customer service, and don’t forget to mention any skills that align with our five-star luxury service expectations!
Be Professional Yet Approachable:Your written application should reflect the professional yet warm tone we value at St Pancras London. Use polite language, but also let your personality come through – we’re looking for someone who can connect with guests effortlessly!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and you’ll be able to showcase your application in the best light possible. Plus, we love seeing applications come through our own platform!
How to prepare for a job interview at Autograph Collection
✨Know the Hotel Inside Out
Before your interview, take some time to research St. Pancras London. Familiarise yourself with its history, amenities, and unique offerings. This will not only impress your interviewers but also help you answer questions about how you can enhance the guest experience.
✨Showcase Your Communication Skills
As a Guest Service Associate, communication is key. Practice answering common interview questions with clarity and confidence. Use examples from past experiences where you successfully resolved guest issues or provided exceptional service to demonstrate your skills.
✨Dress the Part
First impressions matter! Dress professionally and ensure your grooming is on point. Remember, you’re applying for a role that embodies luxury and elegance, so your appearance should reflect that standard.
✨Prepare Questions for Them
Interviews are a two-way street. Prepare thoughtful questions about the hotel’s culture, team dynamics, and expectations for the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
