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Guest Service Associate - Guest Experience Expert - St Pancras London Autograph Collection
Marriott International, Inc
·
4.0
Euston Road, London NW1 2AR
Full-time
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Job type

Full-time

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Pulled from the full job description
Shuttle service provided

Full job description

Additional Information
Job Number26117421
Job CategoryRooms & Guest Services Operations
LocationEuston Road, London NW1 2AR, United Kingdom
ScheduleFull Time
Located Remotely?N
Position Type Non-Management

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 work place, 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.

Extraordinary Operations
Every guest interaction should be personalised and special- you can make this happen by taking ownership of each guest interaction, listening for cues and following up on cues to deliver a memorable experience.
There is no such thing as ‘no’ when it comes to a guest request- do what you need to do to meet request (engage with other colleagues, departments, expertise) or at the very least, find alternatives to present back to the guest when all other options are exhausted.

Extraordinary Services
  • Attend and actively participate in all required training sessions including shift briefings and any other.
  • Is a role model for service and hospitality ensuring every guest is satisfied and will return. Obtain feedback and shares accordingly.
Extraordinary People
  • Work as a strong and committed team member and colleague, as well as proactively nurturing any stakeholder relationships (e.g. owner, extended sales team and suppliers).
Extraordinary Innovation
  • Proactively contribute ideas and shares creative solutions to make St Pancras the best possible workplace and destination of choice for our guests.
Working in a safe environment
  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
  • Maintain awareness of suspicious persons on property premises.
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
  • Protect the privacy and security of guests and co-workers.
  • Maintain confidentiality of proprietary materials and information.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Follow company and department policies and procedures.
Communication
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Discuss work topics, activities, or problems with co-workers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Provides assistance to coworkers, ensuring they understand their tasks.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
You’ll need to know your stuff
  • Address guests' service needs in a professional, positive, and timely manner.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Stay up to date on what is going on in the locale and ensure you communicate this information to guests in accordance with the navigator program
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Assist other ambassadors to ensure proper coverage and prompt guest service.
  • Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
You’ll be expected to deliver on the following
  • Continually expand knowledge of local attractions, popular culture, and consumer brands relevant for guests.
  • Stay up-to-date on the local area, including unique attributes, happenings and offerings, so that you are prepared to provide specific recommendations for guests.
  • Build and use personal and professional resources to offer unique recommendations.
  • Communicate recommendations in a way that builds excitement and interest among guests and associates
Specific Duties
  • To ensure the awareness of guest arrival details
  • Proactively seek guest preferences and record them
  • Greet guest upon arrival for introduction and rooming
  • Respond to special requests from guests with unique needs and follow up to ensure satisfaction
  • Reading cues from each guest to determine the best way to engage with them
  • Open doors and assist guests/visitors entering and leaving property
  • Offer and facilitate our VIP Eurostar service to all Chambers Suite paying guests
  • Assist guests/visitors/ concierge in and out of vehicles, including assisting guests with storing the bags
  • Your friendly, authentic approach creates a unique and personalized guest experience when the guest walks in the door.
  • You are responsible for greeting and escorting guests to rooms
  • Opening doors and assisting guests/visitors entering and leaving property with luggage
  • Inform guests of property amenities, services, and hours of operation, and local areas of interest and activities
Guest Relations
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Provides assistance to coworkers, ensuring they understand their tasks.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Assist other employees to ensure proper coverage and prompt guest service.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
  • Communicate recommendations in a way that builds excitement and interest among guests and associates.
  • Perform other reasonable duties as requested.
Guest Services
  • Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
  • 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.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
VIP/Concierge Service
  • Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
  • Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
Check-In/Check-Out
  • Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
  • Organize and coordinate check-in/pre-registration procedures for arriving groups.
  • Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
  • Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
  • Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
  • Sell a room/accommodation to guests without reservations based on availability.
  • Verify and adjust billing for guests.
Payment
  • Process all payment types such as room charges, cash, checks, debit, or credit.
  • Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
  • Count bank at end of shift and secure bank.
  • Balance and drop receipts according to Accounting specifications.
  • Obtain manual authorizations and follow all Accounting procedures when computer system is down.
  • Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
  • Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
  • Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
Reporting/Recordkeeping
  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
  • Run credit card authorization report and check for discrepancies.
  • Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
  • Print contingency lists to have a record of all guests in case of emergency.
Working with Other
  • Support all co-workers and treat them with dignity and respect.
  • Develop and maintain positive and productive working relationships with other employees and departments.
  • Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
Policies and Procedures
  • Ensure uniform, nametags, and personal appearance are clean, hygienic and professional is followed as per Autograph collection standards.
  • Follow company and department policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Protect the privacy and security of guests and coworkers.
  • Follow all company policies and procedures
  • Perform other duties as assigned to meet business needs.
Safety and Security
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Maintain awareness of undesirable persons on property premises.
  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Quality Assurance/Quality Improvement
  • Comply with quality assurance expectations and standards.
Your key measure for the role
  • TripAdvisor
  • Brand Standard Audit
  • Specific Guest Voice Navigator questions
You know you’re doing a great job when
  • Achieves a minimum of a P rating in annual performance review
  • Is being recognised by guests for extraordinary hospitality and product knowledge
  • GuestVoice & TripAdvisor scores are improving
  • BSA requirements are passed with 100% compliance


At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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.

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