Guest Relations Associate

3 weeks ago

London, United Kingdom Marriott International, Inc Full time

**Job Number** 23008686

**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**

As a Guest Relations Associate at St Pancras, you will respond to any questions from guests, and follow up with guests to ensure their requests have been met to their satisfaction. Take and confirm reservations and cancellations. Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities. Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business centre services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers. Contact appropriate individual or department as necessary to resolve guest requests.

**You’ll need to know your stuff**:

- Record guest issues in the Guest Response tracking system
- Emphasize Guest Satisfaction in all departmental meetings
- Drive the Lobby Host Experience in the Lobby
- Drive the focus on our Guest Satisfaction Survey and communicate results, issues daily with associates
- Interact with guests to obtain feedback on product quality and service levels; effectively respond to and handles guest problems and complaints
- Effectively handle guest problems and complaints
- Actively listen and respond positively to guest questions, concerns and request by using the property specific process (e.g., LEARN, Guest Response)
- Know Brand Standard Procedures

**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 St Pancras Experience including plus one.
- 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.
- Annual Performance Review pay.
- Cycle to work scheme.
- Recommend a Friend scheme £500 - £800.
- 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._
- 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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