At a Glance
- Tasks: Deliver exceptional guest experiences and create memorable moments for every visitor.
- Company: Join the vibrant team at the Marble Arch Hotel, a stylish 4-star property.
- Benefits: Enjoy competitive pay, career development, wellness support, and exciting discounts.
- Other info: Inclusive workplace with recognition programs and opportunities for community involvement.
- Why this job: Make a real difference in guests' stays while growing your career in hospitality.
- Qualifications: Strong English skills, guest-focused attitude, and experience with Opera software required.
The predicted salary is between 30000 - 40000 £ per year.
The Marble Arch Hotel, one of our 4-star properties from the “by Thistle” collection, is located just off Oxford Street and a short walk from the West End and Hyde Park. With 692 stylish and spacious bedrooms, unique dining spaces, and 13 meeting rooms, join an exciting and vibrant team to help deliver an excellent guest experience.
What you’ll be doing
Are you passionate about delivering exceptional guest experiences? Do you take pride in creating memorable moments and ensuring that every guest feels valued? As a Guest Service Executive, you will play a vital role in helping our guests make the most of their stay. In this role, you will be the key point of contact for VIP and returning guests, ensuring they receive personalised attention and a seamless experience from arrival to departure. You will also ensure that the front desk and F&B teams are informed about VIP and returning guests to maintain consistent service delivery. Your responsibilities will include supporting the front desk with check-ins and check-outs, focusing on arrival and departure experiences. Additionally, you will handle guest complaints and inquiries both in person and via email.
What you’ll bring
- Excellent written and spoken English skills.
- A strong guest focus with a passion for delivering great service and enhancing guest satisfaction.
- Comfortable in a front-facing role with an approachable and empathetic personality.
- Ability to create a positive first impression and serve as a brand ambassador.
- Highly organised, detail-oriented, and capable of multitasking effectively.
- Opera experience is required.
- Advanced Microsoft/computer knowledge is required.
- Ability to analyse guest satisfaction metrics and work with management to improve GRI, NPS, and response rates.
If you are excited about contributing to a culture of service excellence and making a real difference in our guests’ stays, we encourage you to apply for the Guest Service Executive position. Join us in creating unforgettable experiences in our wonderful city!
What you’ll get in return
As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we’ll take care of you at every step of your journey so that you can take care of our guests. In fact, we’re so committed to this that our ‘People Promise’ sets out how you can expect us to support you at every step of your application and your career with us. Whether that’s your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.
- Career Development & Growth - We’re here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.
- Financial Wellbeing – You work hard, so we’ll always help your money work hard for you! Some of the great things you can take advantage of include:
- Wage Stream – You’ll be paid monthly, but have access to your earned salary before payday should you need it.
- Discounts & Perks – Savings on 1000’s of retailers, dining, hotel stays, and much more for you and those close to you.
- Refer a Friend – Earn up to £1000 when friends join our team.
- Interest-Free Loans – Season ticket loans to make commuting easier.
- Mental & Physical Well-being - We’re here to support your well-being, whenever and wherever you need it.
- On-Site Mental Health First Aiders.
- 24/7 Employee Assistance Line – Free, confidential advice.
- Be Well Platform – Our Online fitness and wellness resources.
- Gym Discounts & Cycle to Work Scheme.
- Recognition & Community – We’re proud of everything we achieve, so we always celebrate our extraordinary team and culture.
- ‘Wonderful People’ Awards – Monthly, quarterly, and annual recognition.
- Social & Seasonal Events – Fun, inclusive celebrations.
- People Council – A platform for every voice.
- Paid Volunteering Days – Give back to causes close to you.
At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.
Guest Services Executive employer: Thistle
The Marble Arch Hotel, part of the esteemed 'by Thistle' collection, is an exceptional employer that prioritises employee well-being and career growth. With a vibrant work culture, comprehensive benefits including mental health support, financial wellness initiatives, and a commitment to inclusivity, we empower our Guest Services Executives to create memorable experiences for our guests while thriving in their own professional journeys.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Executive
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on The Marble Arch Hotel and its values. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can highlight your guest service skills and experiences that align with the role of a Guest Services Executive.
✨Tip Number 3
Dress to impress! First impressions matter, especially in a front-facing role. Make sure you look smart and professional for your interview to reflect the high standards of service expected at the hotel.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the position and keeps you fresh in the interviewer's mind. Plus, it’s a great chance to reiterate why you’d be a perfect fit!
We think you need these skills to ace Guest Services Executive
Some tips for your application 🫡
Show Off Your Writing Skills:Since excellent written English is a must for this role, make sure your application is clear and well-structured. Use proper grammar and spelling to showcase your communication skills right from the start!
Tailor Your Application:Take a moment to personalise your application. Highlight your passion for guest service and any relevant experience that aligns with the Guest Services Executive role. We love seeing how you can bring your unique flair to our team!
Be Authentic:Let your personality shine through in your application. We’re looking for someone approachable and empathetic, so don’t be afraid to show us who you are and why you’re excited about this opportunity!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and helps us get to know you better. Plus, it’s super easy!
How to prepare for a job interview at Thistle
✨Know the Company Inside Out
Before your interview, take some time to research The Marble Arch Hotel and its values. Understand their commitment to guest satisfaction and how they create memorable experiences. This will help you align your answers with their expectations and show that you're genuinely interested in being part of their team.
✨Showcase Your Guest Service Skills
Prepare specific examples from your past experiences where you've gone above and beyond for guests. Highlight situations where you handled complaints or created positive moments. This will demonstrate your passion for delivering exceptional service and your ability to handle challenges effectively.
✨Practice Your Communication Skills
Since excellent written and spoken English skills are crucial for this role, practice articulating your thoughts clearly. You might even want to do a mock interview with a friend or family member. This will help you feel more confident and ensure you make a great first impression.
✨Be Ready to Discuss Metrics
Familiarise yourself with guest satisfaction metrics like GRI and NPS. Be prepared to discuss how you've used data to improve service in previous roles. This shows that you not only care about guest experiences but also understand the importance of measuring success.
