Guest Services Associate - Guest Experience Expert

Let your passion for discovery become a career. Explore, discover, share, and inspire at St Pancras Renaissance Hotel

Masterpiece by Design. Dynamic by Nature

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: Here's what your journey with us entails

• 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: 

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.
• Pension scheme participation.
• Life Assurance coverage.
• Annual Performance Review pay adjustments.
• Complimentary gym and spa access.
• Free St. Pancras Experience for you and a guest, including breakfast.
• 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 benefit

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.