Guest Experience Executive

1 week ago

London, United Kingdom Marlin Full time

Marlin operates a premium collection of Serviced Apartments, Hotels, and Aparthotels across central London and Dublin. We’re seeking a Guest Experience Executive to deliver consistent service excellence for our guests and elevate service standards within their team.

The Guest Experience Executive is the primary representative responsible for creating positive memories for our guests. They assume responsibility for the property whilst on duty, and own every guest interaction. They obsess over the guest and take every opportunity to proactively deliver ‘Home Away from Home’ experiences. Our Guest Experience Executives are tactile and agile in their approach, a true all-rounder. They’ll own problems and find solutions with urgency ensuring the guest experience is seamless.

**Key Responsibilities**:

- **Guest Experience Management** - Own the guest journey, ensuring seamless service and personalized hospitality.
- **Pre-Arrival & Departures** - Handle guest requests, conduct courtesy calls, and facilitate smooth arrivals/departures.
- **Guest Engagement** - Build genuine relationships, provide local expertise, and proactively enhance experiences.
- **Property Oversight** - Conduct walkthroughs, ensure brand standards, and maintain common areas.
- **Housekeeping & Maintenance** - Oversee housekeeping in the absence of the head housekeeper and report maintenance issues.
- **Security & Safety** - Act as the main contact for security, monitor risks, and uphold health & safety standards.
- **Administrative Duties** - Manage guest feedback, documentation, and reporting.
- **Financial & Inventory Control** - Handle petty cash, track key movement, and charge ancillary items correctly.
- **Shift Coordination** - Ensure smooth handovers, report concerns, and support operational projects.

**Benefits**:

- Cycle to Work Scheme
- Paid Day Off on your Birthday
- Paid Day Off for Charity Work
- Free Eye Test Voucher
- 50% Dry Cleaning Discount
- Annual Summer & Winter Party
- £100 Refer a Friend Scheme
- Hero of the Month Award Monthly
- An invite to two epic events per year

**Marlin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.**

**Job Types**: Full-time, Permanent

Pay: £12.50-£14.50 per hour

Expected hours: 40 per week

Schedule:

- 8 hour shift
- Day shift
- Night shift

Work Location: In person

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