Guest Services Associate

7 months ago

London, United Kingdom Marriott International, Inc Full time

**Additional Information** £13.00 / hour

**Job Number** 24019197

**Job Category** Rooms & Guest Services Operations

**Location** St. Pancras Renaissance Hotel London, Euston Road, London, London, United Kingdom VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**_Let your passion for discovery become a career. Explore, discover, share and inspire at St Pancras Renaissance Hotel_**

**Position Summary**

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and 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 work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). 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.

**You’ll need to know your stuff**:

- Perform other reasonable job duties as requested by Supervisors.
- The Guest Services Associate must exhibit courteous hospitality at all times and fully own each guest issue.
- When in communication with the guest, the Guest Services Associate must be proactive in every area, including offering additional services. Most importantly, the Guest Services Associate must co-ordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with results
- The Guest Services Associate 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, transferring calls to appropriate person or department, requesting permission before placing caller on hold, taking and relaying messages and allowing the caller to end the call

**You’ll be expected to deliver on the following**:

- 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

**Perks you deserve**:

- Free Access to the Gym and spa.
- Free meals at work
- Free uniform & dry-cleaning service.
- Free enrolment of Perks at Work
- Access to unlimited deals of retailers and more.
- Discount of 50% in any of the St Pancras outlets.
- Marriott Discount Card enabling to benefits from hotel room, gift shops and F&B across 130 countries.
- Travel Loan.
- 20 days holiday increasing with service (your holiday and Bank Holiday entitlements will be calculated on a pro
- rata basis).
- Annual Performance Review pay.
- Cycle to work scheme.
- Pension & Life Assurance.
- Employee Assistant Program.
- Comprehensive Training and Development program.
- Awards and recognition celebrations and many more.
- 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._

At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We’re looking for fellow spontaneous explorers to join our team to bring the spirit of the neighbor

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