Front Desk Associate

Additional Information Job Number 25190636 Job Category Rooms & Guest Services Operations Location St. Pancras London Autograph Collection, Euston Road, London, United Kingdom, United Kingdom, NW1 2AR VIEW ON MAP Schedule Full Time Located Remotely? N Position Type Non-Management Description for Internal Candidates 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 As our Front Desk Associate at St. Pancras London, you are responsible for processing all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Bonvoy information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all accounting procedures. Notify Loss Prevention/Security of any guest reports of theft. You will be expected do deliver: The Front Desk Associate must exhibit courteous hospitality at all times and fully own each guest issue. When in communication with the guest, the Front Desk Associate must be proactive in every area, including offering additional services. Most importantly, the Front Desk Associate must co-ordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with results. Must follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name taking and relaying messages and allowing the caller to end, transferring calls to appropriate person or department, requesting permission before placing caller on hold, the call. Perform other reasonable job duties as requested by Supervisors. Deliver an exceptionally high standard of five-star luxury lifestyle service for every guest interaction. Attitude, grooming standard, body language and tone need to be positive, supportive and on brand at all times. You are expected to deliver service to your full potential when you are here. 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. Contact appropriate individual or department (e.g., Guest Arrival, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Stay up-to-date on the local area so that you are prepared to provide specific recommendations for 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.