Head of Guest Experience

4 weeks ago

London, United Kingdom Marriott International, Inc Full time

**Job Number** 23011928

**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** Management

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

**Position Summary**

Head of Guest Experience (HGX) is responsible for the experience of all hotel guests through the planning and delivery of the highest levels of hospitality and service. The HGX is accountable for two areas; the Guest Experience department which encompasses Concierge (Guest Experience Associates) & luggage porters the HGX will oversee a large vital team.

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

- 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.
- Lead the Front Office department on the absence of the FOM
- 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.
- Empowers employees to provide excellent customer service.
- 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.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- 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._
- You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You live life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn’t find in a travel guide. If this sounds like you, you’re in the right place. You’ve got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it's a place to discover, a place in the world with style like yours. That’s why we’re not just looking for anyone. We’re looking for someone like you.

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