Guest Experience and Marketing Executive

“Why work for Pullman London St Pancras?
We welcome you as you are! We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore limitless possibilities within the company. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS”

Reports To: Operations Manager
Property / Location: Pullman London St Pancras

Position Summary
The Guest Experience and Marketing Executive is responsible for enhancing the overall guest journey, ensuring compliance with upscale and premium brand standards, managing guest feedback and reputation platforms, supporting marketing initiatives, and driving service excellence through learning and development activities.

Serving as the hotel’s champion for guest experience, quality assurance, and brand standards, this role leads LQA audit preparation, monitors guest satisfaction performance, and implements initiatives that strengthen guest loyalty, brand reputation, and operational excellence at Pullman London St Pancras. Working closely with department leaders, the Guest Experience and Marketing Executive promotes a solution-focused culture of continuous improvement, innovation, and exceptional service delivery.

Key Responsibilities

Guest Experience & Operational Presence

• Lead and support all Guest Experience initiatives across the hotel, including rooms, front office, and food and beverage outlets.

• Support the Management team in driving a guest-centric culture and creating awareness among all colleagues on the importance of delivering exceptional service.

• Manage time effectively to balance administrative, desk-related tasks with a highly visible and active presence on the hotel floor to observe service standards and interact with guests.

• Deliver Guest Experience training for new employees and refresh trainings for all hotel staff quarterly.

• Champion internal communication of Guest Experience initiatives and performance.

• Present Guest Experience updates, successes, and improvement opportunities during daily operational meetings and luxury/premium forums.

• Facilitate weekly and monthly Guest Experience meetings, ensuring Management Action Plans are developed, implemented, and monitored.

Review Management & Service Recovery

• Review Guest Satisfaction Survey results and guest feedback daily, identifying trends, opportunities, and areas of concern.

• Address and route daily online reviews and surveys directly to the specific responsible departments. https://careers.accor.com/global/en/job/guest-experience-and-marketing-executive-in-pullman-london-st-pancras-london-united-kingdom-jid-108677