Guest Experience Manager

Masterpiece by Design. Dynamic by Nature 

The St Pancras London is distinctly iconic and an architectural masterpiece that celebrates both heritage and innovation.  Housed in one of London’s landmark buildings, it is where modern lifestyle and luxury experiences create new stories built upon those from the past.

Position Summary:

Guest Experience Manager is responsible for the experience of all hotel guests through the planning, communication and delivery of the highest levels of hospitality and service. The Guest Experience Manager is accountable for two areas; the Guest Experience department and Guest Services team.

Responsibilities: Here’s what your journey with us entails

Guest Satisfaction

• Is a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers associates to provide excellent customer service.  Ensures associates understand expectations and parameters.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Is highly interactive with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction.  Effectively responds to and handles guest problems and complaints.
• Records guest issues in the guest response tracking system.  Tracks all guest issues from various sources and reports results.  Identify trends for resolution.
• Reviews comment cards and guest satisfaction results with associates.      Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Leads GXP Empower, for the wider hotel, ensuring all departments are recording issues and complaints.

Guest Services / Guest Experience Management

• Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
• Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business centre services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arr
• https://careers.marriott.com/guest-experience-manager/job/7210689C48E717652A55B55D8FEF9C68