Additional Information
Job Number: 26069184
Job Category: Rooms & Guest Services Operations
Location: Euston Road, London, United Kingdom, United Kingdom, NW1 2ARVIEW ON MAP
Schedule: Full Time
Located Remotely?: N
Position Type: Management
What is in it for you:
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
Position Summary
As A Head of Guest Experience (HGX) at St. Pancras London you will be responsible for the experience of all hotel guests through the planning and delivery of the highest levels of hospitality and service. The Head of Guest Experience is accountable for 3 areas: Guest Services, Guest Relations and lobby Host. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
Responsibilities
- Advocate and maintain an exceptionally high standard of five star luxury lifestyle service.
- Lead by example with fostering a brilliant positive attitude, grooming standard, body language and tone.
- You are expected to monitor and maintain the cleanliness and hygiene of all FOH areas at all times and advocate this as best practice. Ensure that the physical appearance of offices and storage areas are neat and up to standards.
- Shift patterns for this role are not set and will require you to be available for morning, afternoon, evening or overnight shifts as per the weekly rota. Requests for continuous specific shift patters unfortunately cannot be agreed to. Individual requests for specific or ‘one-off’ days off will be reviewed on a case by case basis as they arise and may be granted for a specific week.
- 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.
- Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and model desired service behaviours in all interaction with guests and associates.
- The Guest Experience department is responsible for elevating the key touch points that VIP guests encounter during their stay. The HGX will lead the hotels’ VIP program from pre-arrival, to the on-property experience and departure. This includes identifying and classifying VIP’s and tailoring an experience that is personalized and pulls through the Renaissance core values: intriguing, indigenous and independent
- The HGX is a key leader within the room’s division department and is also required to support the duty management program.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Serves as a leader in displaying outstanding hospitality skills.
- Observes service behaviours of employees and provides feedback to individuals.
- Maintains high visibility in public areas during peak times.
- Provides immediate assistance to guests as requested, is the main front of house contact person.
- Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Responsible for the successful execution of the Marriott Bonvoy program within the hotel by holding expert knowledge of all facets of the program, ensuring all associates & managers are trained to the most up to date standards and keeping the hotel at the forefront of the program’s offerings.
- Hold excellent technological skill sets within the Guest Services Departments. Be the leader in implementation and trouble shooting of all related technology such as but not limited to: GXP Empower, Marriott Mobile App, Mobile Key, Opera Fidelio, related interfaces, guest Wifi network and hotel & guest telephone systems.
- Responsible for the proper and correct set up of GXP Empower within the hotel to ensure the program’s features are used to their maximum to allow for efficiency in hotel staff providing excellent guest service at all times.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
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.
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