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Guest Experience Manager

2 months ago

Earl's Court, United Kingdom London Marriott Kensington Full time
Job Summary

We are seeking a highly skilled and experienced Guest Experience Supervisor to join our team at London Marriott Hotel Kensington. As a key member of our front office team, you will be responsible for delivering exceptional guest experiences and ensuring seamless check-in and check-out processes.

Key Responsibilities
  • Process guest check-ins, assigning rooms and activating room keys
  • Coordinate with Housekeeping to track readiness of rooms for check-in and report any guest concerns
  • Answer, respond to and process all guest calls, messages, questions or concerns
  • Provide guests with information and directions regarding hotel services, facilities, and local areas of interest
  • Process check-outs and resolve any disputed charges
  • Process payments and room charges, as well as cashing guests' personal and traveler's cheques
  • Confirm reservations and cancellations, running daily reports on the number of arrivals and departures
Requirements
  • A warm, people-oriented demeanor
  • A team-first attitude
  • Positive outlook and outgoing personality
  • Flexibility, problem-solving skills, and multi-tasking ability
  • The ability to stand, sit, or walk for extended periods of time across a work shift
What We Offer
  • Team-spirited coworkers
  • Encouraging management
  • Wellbeing programs
  • Learning and development opportunities
  • Discounts on hotel rooms, gift shop items, food, and beverage
  • Recognition programs