Guest Experience Associate

Let your passion for discovery become a career. Explore, discover, share, and inspire at St Pancras Renaissance Hotel

Masterpiece by Design. Dynamic by Nature

The St. Pancras Renaissance Hotel is distinctly iconic and an architectural masterpiece that celebrates both heritage and innovation.  Housed in one of London's landmark buildings, it is where modern lifestyle and luxury experiences create new stories built upon those from the past.

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 workplace, 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.

Responsibilities: Here's what your journey with us entails

• Recording guest issues in our Guest Experience Platform.
• Emphasising Guest Satisfaction in all departmental meetings.
• Driving the Lobby Host Experience in the lobby.
• Driving the focus on our Guest Satisfaction Survey and communicating results, issues daily with associates.
• Interacting with guests to obtain feedback on product quality and service levels.
• Effectively responding to and handling guest problems and complaints.
• Actively listening and responding positively to guest questions, concerns and requests by using the property specific process (e.g., LEARN, Guest Response).
• Knowing Brand Standard Procedures.
• Delivering 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.
• Delivering service to your full potential.
• Carrying out other reasonable duties that may be required to ensure the overall hotel operation is properly maintained to provide a total guest experience.

Qualifications:

• Exceptional interpersonal and communication skills with the ability to interact effectively at all levels. 
• Previous experience in customer service is preferred.

What is in it for you: 

In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
• Pension scheme participation.
• Life Assurance coverage.
• Annual Performance Review pay adjustments.
• Complimentary gym and spa access.
• Free St. Pancras Experience for you and a guest, including breakfast.
• Free meals while at work.
• Dry-cleaning service availability.
• Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.
• 50% discount at any of the St Pancras outlets.
• Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.
• Travel ticket season loan.
• Cycle to work scheme.
• Employee Assistance Programme access.
• Comprehensive Training and Development programme participation.
• Awards and recognition celebrations, among many other benefit

Join Our Team: Ready to be part of a dynamic team dedicated to shaping the future of luxury hospitality? If you thrive in a fast-paced environment and are passionate about making a difference, we want to hear from you.

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 neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.