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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Front Desk Associate - Guest Experience Expert

United Kingdom, London Employment contract · Job Posted June 30, 2026
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Job Description

St. Pancras London is a five-star hotel that fuses Victorian elegance with contemporary luxury. It is home to 38 opulent Chambers Suites and 207 stylish guestrooms, offering refined comfort with modern amenities. Guests can enjoy superb dining and expertly crafted cocktails in a unique selection of restaurants and bars, unwind at the serene St. Pancras Spa, or host events in elegant meeting rooms, including the historic Ladies Smoking Room. Ideally located beside St. Pancras International, the hotel is a gateway to memorable experiences in the heart of King's Cross.

Job Responsibility

  • Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key
  • Set up accurate accounts for each guest according to their requirements
  • Enter Marriott Bonvoy information
  • Ensure rates match market codes, document exceptions
  • Secure payment prior to issuing room key, verify/adjust billing
  • Compile and review daily reports/logs/contingency lists
  • Complete cashier and closing reports
  • Supply guests with directions and property information
  • Accommodate guest requests, contacting appropriate staff if necessary
  • Follow up to ensure requests have been met
  • Process all payment types, vouchers, paid outs, and charges
  • Balance and drop receipts
  • Count and secure bank at beginning and end of shift
  • Obtain manual authorizations and follow all accounting procedures
  • Notify Loss Prevention/Security of any guest reports of theft

Requirements

  • Must exhibit courteous hospitality at all times and fully own each guest issue
  • When in communication with the guest, must be proactive in every area, including offering additional services
  • Must coordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with results
  • Must follow all company policies and procedures
  • ensure uniform and personal appearance are clean and professional
  • maintain confidentiality of proprietary information
  • protect company assets
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile, using the callers' name, taking and relaying messages, allowing the caller to end, transferring calls to appropriate person or department, requesting permission before placing caller on hold
  • Perform other reasonable job duties as requested by Supervisors
  • 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
  • Deliver service to full potential
  • Carry out other duties that may be required to ensure the overall hotel operation is properly maintained
  • Contact appropriate individual or department as necessary to resolve guest call, request, or problem
  • Stay up-to-date on the local area to provide specific recommendations for guests

What we offer

  • 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service
  • Annual Performance Review pay adjustments
  • Complimentary gym and spa access
  • Free meals while at work
  • Dry-cleaning service for uniforms
  • Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers
  • 20% 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
  • Life Assurance Scheme
  • Cycle to work scheme
  • Employee Assistance Programme
  • Mental Health First Aiders within the team
  • Comprehensive Training and Development programme
  • Awards and recognition celebrations
  • Outstanding Wellness program
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