Guest Relations Manager

JOB SUMMARY

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.

Position Summary

As Guest Relations Manager at St. Pancras London you will be responsible for the experience of all hotel guests through the planning and delivery of the highest levels of hospitality and service. The Guest Relations Manager is accountable for 3 areas: Guest Services, Guest Relations and Lobby Host. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

 Responsibilities: Here’s what your journey with us entails

• Manages day to day operations, overseeing all responsibilities of the Guest Services & Guest Experience team to ensure the quality, standards are met.
• Maps out and communicates the guest journey from pre arrival, stay to post stay and drives team members to proactively elevate a guests experience.
• Provide proactive presence daily around communal areas, lobby, restaurant etc. Proactively seeking opportunities to surprise and delight.
• Identifying and classifying VIP’s and tailoring an individual personalised experience.
• Adheres and champions all loyalty and affiliated programs’ expectations
• Managing the MOD Log, handling guest complaints, disputes and ensuring all  negative experiences turn in to positive experiences.
• Coordinates the process and ensures all guest requests are arranged/met in a timely manner.
• Identifies trends in guest issues for resolution, using appropriate reports.
• Communicates effectively with other departments to ensure all guest requests are met and encourage service excellence.
• Identify service shortfalls and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Manages all guest review platforms and ensures guest engagement.
• Manages Guest Voice, reviews GSS scoring and ensures best practices to enhance results.
• Promote storytelling to the team, taking advantage of the history and location of the building.
• Seek opportunities to provide ‘WOW’ moments for guests, forward planning for annual festivities, occasions. https://careers.marriott.com/guest-relations-manager/job/8E0C101B1E60FC1DD31A07302959E542