At a Glance
- Tasks: Lead the guest experience team to deliver exceptional hospitality and service.
- Company: Join a renowned luxury hotel brand with a commitment to excellence.
- Benefits: Enjoy 28 days holiday, gym access, free meals, and exclusive discounts.
- Other info: Dynamic role with opportunities for personal development and career growth.
- Why this job: Shape unforgettable experiences for guests in a vibrant, fast-paced environment.
- Qualifications: Strong leadership skills and a passion for outstanding customer service.
The predicted salary is between 50000 - 65000 £ per year.
Located at Euston Road, London, United Kingdom, the Head of Guest Experience (HGX) at St. Pancras London is 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. This role strives 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 a positive attitude, grooming standard, body language, and tone.
- Monitor and maintain the cleanliness and hygiene of all FOH areas at all times.
- 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 required to ensure the overall hotel operation is properly maintained.
- Foster associate commitment to providing excellent service and participate in daily stand-up meetings.
- Lead the hotels’ VIP program from pre-arrival to on-property experience and departure.
- Manage day-to-day operations, ensuring quality and standards meet customer expectations.
- Observe service behaviours of employees and provide feedback.
- Maintain high visibility in public areas during peak times.
- Provide immediate assistance to guests and handle complaints or disputes.
- Execute the Marriott Bonvoy program within the hotel and ensure associates are trained to the most up-to-date standards.
- Hold excellent technological skill sets within the Guest Services Departments.
- Interact with customers regularly to obtain feedback on quality of product, 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.
Head of Guest Experience in London employer: Autograph Collection
At Marriott International, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises employee well-being and growth. Located in the heart of London, our Head of Guest Experience role comes with a competitive salary, extensive benefits including 28 days of holiday, complimentary gym access, and a comprehensive training programme, all designed to foster personal and professional development in a dynamic luxury hospitality environment.
