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Front Desk Associate - Guest Experience Expert

https://www.marriott.com Logo

Marriott Bonvoy

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Location:
United Kingdom , London

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Let your passion for discovery become a career. Explore, discover, share, and inspire at St Pancras London. 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. From its Grand Staircase to its world-class service, St. Pancras London is more than a place to stay – it’s a place to belong, grow and be part of something extraordinary.

Job Responsibility:

  • Process all guest check-ins
  • Verify guest identity, form of payment
  • Assign room and activate/issue room key
  • Set up accurate accounts for each guest according to 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:

  • Exhibit courteous hospitality at all times
  • Fully own each guest issue
  • Be proactive in communication with guests, including offering additional services
  • Co-ordinate response to guest issues and follow up to ensure satisfaction
  • 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 (within 3 rings, with a smile, using caller's name, etc.)
  • Perform other reasonable job duties as requested by Supervisors
  • Deliver an exceptionally high standard of five-star luxury lifestyle service
  • Maintain positive, supportive, and on-brand attitude, grooming, body language, and tone
  • Deliver service to your full potential
  • Carry out other duties to ensure overall hotel operation
  • Contact appropriate departments to resolve guest calls, requests, or problems
  • Stay up-to-date on the local area to provide specific recommendations for guests
What we offer:
  • Competitive salary
  • Investment in personal development
  • 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 availability 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 access
  • Mental Health First Aiders within the team
  • Comprehensive Training and Development programme participation
  • Awards and recognition celebrations
  • Outstanding Wellness program

Additional Information:

Job Posted:
January 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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