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For Companies At a Glance
- Tasks: Engage with guests, resolve requests, and enhance their stay experience.
- Company: Join Renaissance Hotels, part of Marriott International, known for unique guest experiences.
- Benefits: Enjoy 28 days holiday, gym access, discounts, and a supportive work environment.
- Why this job: Be part of a vibrant team in a stunning hotel, making every guest's visit memorable.
- Qualifications: Strong communication skills and customer service experience preferred.
- Other info: Participate in training and development programmes to grow your career.
The predicted salary is between 24000 - 36000 £ per year.
At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure.
We’re looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels.
The St. Pancras Renaissance Hotel is distinctly iconic and an architectural masterpiece that celebrates both heritage and innovation. Housed in one of London’s landmark buildings, it is where modern lifestyle and luxury experiences create new stories built upon those from the past.
Position Summary
Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
Responsibilities:
- Every guest interaction should be personalised and special - you can make this happen by taking ownership of each guest interaction, listening for cues, and following up on cues to deliver a memorable experience.
- Contact appropriate individual or department (e.g., Guest Experience, Front Desk, Housekeeping, Engineering, Loss Prevention) as necessary to resolve guest call, request, or problem.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
- Attend and actively participate in all required training sessions including shift briefings. There will be regular knowledge tests to be sure your knowledge is where it needs to be in a five-star environment.
- Work as a strong and committed team member and colleague, as well as proactively nurture all relationships.
- Support all new team members by sharing knowledge, experiences, St Pancras Stories.
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
- Perform other reasonable job duties as requested by Supervisors.
Qualifications:
Exceptional interpersonal and communication skills with the ability to interact effectively at all levels. Previous experience in customer service is preferred.
What is in it for you:
- 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
- Pension scheme participation.
- Life Assurance coverage.
- Annual Performance Review pay adjustments.
- Complimentary gym and spa access.
- Free meals while at work.
- Dry-cleaning service availability.
- Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.
- 50% 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.
- Cycle to work scheme.
- Employee Assistance Programme access.
- Comprehensive Training and Development programme participation.
- Awards and recognition celebrations, among many other benefits.
Join Our Team:
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.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Hotel Phone Operator employer: St Pancras Renaissance Hotel London
Contact Detail:
St Pancras Renaissance Hotel London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Hotel Phone Operator
✨Tip Number 1
Familiarise yourself with the local area and its attractions. As a Hotel Phone Operator, you'll need to provide guests with information about nearby amenities and events, so knowing what's available will help you stand out.
✨Tip Number 2
Practice your communication skills. Since exceptional interpersonal skills are crucial for this role, consider role-playing scenarios with friends or family to enhance your ability to engage with guests effectively.
✨Tip Number 3
Get comfortable with hotel management software. Familiarity with the systems used in hospitality can give you an edge, as it shows you're ready to hit the ground running and can handle operational needs efficiently.
✨Tip Number 4
Show your passion for customer service. During any interactions, whether in person or over the phone, convey your enthusiasm for helping guests and creating memorable experiences, as this aligns perfectly with the hotel's values.
We think you need these skills to ace Hotel Phone Operator
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Hotel Phone Operator position. Understand the key responsibilities and required skills, such as exceptional interpersonal and communication skills, and previous customer service experience.
Tailor Your CV: Customise your CV to highlight relevant experiences that align with the role. Emphasise any previous customer service roles and specific achievements that demonstrate your ability to provide a memorable guest experience.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for hospitality and your understanding of the Renaissance Hotels' ethos. Share personal anecdotes that showcase your ability to create memorable experiences for guests.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial in the hospitality industry.
How to prepare for a job interview at St Pancras Renaissance Hotel London
✨Show Your Passion for Hospitality
Make sure to express your enthusiasm for the hospitality industry during the interview. Share personal experiences that highlight your love for helping others and creating memorable experiences, as this aligns with the values of Renaissance Hotels.
✨Demonstrate Strong Communication Skills
As a Hotel Phone Operator, effective communication is key. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you would handle various guest interactions and ensure that each conversation feels personalised.
✨Know the Local Area
Familiarise yourself with the local attractions, events, and amenities around St Pancras. Being knowledgeable about the area will not only impress your interviewers but also show that you are ready to enhance the guest experience by providing valuable recommendations.
✨Emphasise Teamwork and Collaboration
Highlight your ability to work well in a team environment. Share examples of how you've supported colleagues in previous roles and how you plan to contribute positively to the team at Renaissance Hotels, as collaboration is essential in delivering exceptional guest experiences.
