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As a Host/ess of Booking Office 1869 at St. Pancras, you are responsible for delivering the warmest of five star welcomes in our food & beverage outlets. Our guests visit us with expectations of attentive yet relaxed service where your personality and professionalism are delivered in equal measures. The reality of your role and the responsibility you hold is that you can either make or break a guest experience depending on the service you provide. One warm smile and one warm welcome at a time is how we’ve built our reputation and it’s your job to uphold this! Goodbyes are just as important as a warm welcome and creating memorable moments for our guests in your role is key. You will also be responsible for using reservation systems, answering guest enquiries (both telephone and email), and delivering information on pricing, product and menu items.
Job Responsibility
Delivering the warmest of five star welcomes in food & beverage outlets
Using reservation systems
Answering guest enquiries (both telephone and email)
Delivering information on pricing, product and menu items
Maintaining knowledge of product, menu, operational, and service standards
Maintaining knowledge of overall hotel operations
Being proactive with learning menu items and service standards
Keeping up to date with departmental changes
Maintaining knowledge of Health, Safety and Hygiene
Maintaining knowledge of reservation systems and computer software
Excellence in spoken and written English
Attending monthly departmental meetings and 1:1’s
Maintaining an exceptionally high standard of five-star luxury lifestyle service within The Booking Office, Hansom Lounge and MI+ME
Maintaining positive, supportive, and on-brand attitude, grooming standard, body language and tone
Delivering service to full potential
Maintaining cleanliness of all F&B equipment and areas
Carrying out other duties as required
Requirements
Minimum of 1 year of experience in a similar role within the hospitality industry, preferably in a luxury hotel environment
Strong understanding of standards and procedures
Exceptional interpersonal and communication skills with the ability to interact effectively at all levels
Detail-oriented with a passion for delivering excellence in customer service
What we offer
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 meals while at work
Dry-cleaning service availability
Complimentary enrolment in BenefitHub
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
Cycle to work scheme
Employee Assistance Programme access
Comprehensive Training and Development programme participation
Awards and recognition celebrations
Entitlement to receive a portion of the service charge