Guest Relations Associate – Guest Service Expert

Job description

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

St. Pancras London is a five-star hotel that fuses Victorian elegance with contemporary luxury. It is home to 38 opulent Chambers Suites and 207 stylish guestrooms, offering refined comfort with modern amenities. Guests can enjoy superb dining and expertly crafted cocktails in a unique selection of restaurants and bars, unwind at the serene St. Pancras Spa, or host events in elegant meeting rooms, including the historic Ladies Smoking Room. Ideally located beside St. Pancras International, the hotel is a gateway to memorable experiences in the heart of King’s Cross. From its Grand Staircase to its world-class service, St. Pancras London is more than a place to stay – it’s a place to belong, grow and be part of something extraordinary.

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.
·  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.
·  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: Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. 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. No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

Responsibilities: Here's what your journey with us entails

·  Greet guests warmly with eye contact, a smile, and by name when possible
·  Address guest needs professionally, positively, and promptly
·  Anticipate guest preferences and act on them proactively
·  Stay informed about local events and attractions to share with guests
·  Engage guests in conversations about their stay and local offerings
·  Support team members to ensure smooth guest service coverage
·  Handle luggage tagging, storage, and retrieval with proper claim tickets
·  Be aware of guest arrival details and prepare accordingly
·  Record and act on guest preferences for personalized service
·  Welcome guests upon arrival and assist with rooming
·  Respond to special requests and follow up to ensure satisfaction
·  Read guest cues to tailor interactions appropriately
·  Open doors and assist guests entering or leaving the property
·  Provide VIP Eurostar service to Chambers Suite guests
·  Assist with vehicle arrivals/departures and luggage handling
·  Escort guests to rooms and offer a personalized welcome
·  Inform guests about property amenities, services, and hours
·  Continuously expand knowledge of local attractions and culture
·  Offer unique, tailored recommendations using personal insights
·  Communicate suggestions in a way that excites and engages guests

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.

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.