Guest Service Associate

The Cura Kensington, a Tribute Portfolio Hotel by Marriott, is a lifestyle hotel located in West London, offering 132 contemporary bedrooms alongside a vibrant restaurant and bar. As part of Marriott’s Tribute Portfolio, the hotel delivers individualised and memorable guest experiences with a focus on personality, creativity, and exceptional service.

As a Guest Service Associate, you will be the face of the hotel, responsible for providing exceptional service throughout the guest journey. You will support both Front Office and Food & Beverage operations, ensuring a smooth and personalised experience from arrival to departure. This role requires flexibility, a hands-on approach, and a collaborative spirit.

Key Responsibilities:

• Welcome guests in a professional, friendly, and engaging manner, ensuring a positive first impression of the hotel.
• Deliver efficient check-in and check-out procedures, managing reservations, room allocations, billing, and guest profiles using Opera PMS or similar systems.
• Act as a main point of contact for guests throughout their stay, responding to enquiries and requests promptly and professionally.
• Provide accurate information about hotel facilities, services, restaurant and bar offerings, and local attractions in West London.
• Support both Front Office and Food & Beverage operations, demonstrating flexibility and a one-team approach to ensure a seamless guest experience.
• Welcome and assist guests in the restaurant and bar area when required, including supporting seating arrangements and service flow during busy periods.
• Assist with basic food and beverage service where required, ensuring professional and friendly guest interaction at all times.
• Communicate guest preferences, special occasions, allergies, and requests clearly between departments to ensure personalised service.
• Maintain cleanliness, organisation, and presentation standards across the reception, lobby, restaurant, and bar areas.
• Handle guest feedback and concerns professionally, ensuring prompt resolution or escalation where appropriate.
• Work collaboratively with Food and Beverage, Housekeeping, Kitchen, and Management teams to ensure efficient service delivery across the hotel.
• Promote hotel services and facilities to enhance guest satisfaction and overall experience.
• Inform guests about the benefits of the Marriott Bonvoy programme where appropriate.
• Maintain professional appearance, punctuality, and adherence to hotel policies, procedures, and brand standards.

About You:

• Previous experience in hospitality, hotel reception, restaurant or bar preferred.
• Friendly, professional, and confident when interacting with guests.
• A team player with a flexible approach to supporting different departments.
• Good organisational and communication skills.
• Ability to work calmly and efficiently in a busy environment.
• Willingness to learn and develop within Marriott.
• Experience using Opera PMS or similar systems is beneficial but not essential as training will be provided.

What We Offer:

• Competitive salary with performance-based incentives.
• Global Marriott employee discounts on rooms, dining, and experiences.
• Meals on duty.
• Uniforms provided.
• Training and development opportunities within Marriott International.
• Opportunities for career progression.
• Supportive team environment.
• Pension scheme and recognition programmes.

Join our team at The Cura Kensington and become an integral part of a vibrant, dynamic hotel where every guest interaction matters. If you are enthusiastic, friendly, and committed to delivering memorable experiences, this role offers the perfect opportunity to develop your career in a supportive lifestyle hotel environment while making a real difference to our guests’ stay.