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Guest Service 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:

As our Guest Service associate at St. Pancras London, you are responsible for answering telephone using appropriate etiquette , transferring calls to appropriate department or person, address guest needs in a professional, positive and timely manner. You are expected to carry out other hotel duties that may be required to ensure the overall hotel operation is properly maintained to provide a total guest experience.

Job Responsibility:

  • Answering telephone using appropriate etiquette
  • Transferring calls to appropriate department or person
  • Address guest needs in a professional, positive and timely manner
  • Carry out other hotel duties that may be required to ensure the overall hotel operation is properly maintained to provide a total guest experience

Requirements:

  • Must exhibit courteous hospitality at all times and fully own each guest issue
  • Must be proactive in every area, including offering additional services
  • Must co-ordinate 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
  • and protect company assets
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name taking and relaying messages and 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
  • Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem
  • Stay up-to-date on the local area so that you are prepared 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 availability for uniforms
  • Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more
  • 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:
May 15, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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