Job Description
Let your passion for discovery become a career. Explore, discover, share and inspire at St Pancras Renaissance Hotel
Position Summary
The Part-Time Guest Services Associate/ Switchboard Operator at St Pancras operates the telephone switchboard station in order to answer telephone calls. The Guest Services Associate is responsible for answering calls, recording the guest requests for wake-up calls, screening calls and other requests related to placing or receiving telephone calls Answer, record, and process all guest calls, requests, questions, or concerns. Log all guest requests or issues into computer, contact appropriate individual or and follow up with guest to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest.
You’ll need to know your stuff:
- Perform other reasonable job duties as requested by Supervisors.
- The Guest Services Associate must exhibit courteous hospitality at all times and fully own each guest issue.
- When in communication with the guest, the Guest Services Associate must be proactive in every area, including offering additional services. Most importantly, the Guest Services Associate must co-ordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with results
- The Guest Services Associate must follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.
- 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 or department, requesting permission before placing caller on hold, taking and relaying messages and allowing the caller to end the call
You’ll be expected to deliver on the following:
- Deliver an exceptionally high standard of five-star luxury lifestyle service for every guest interaction.
- Attitude, grooming standard, body language and tone need to be positive, supportive and on brand at all times.
- You are also expected to carry out other duties that may be required to ensure the overall hotel operation is properly maintained to provide a total guest experience
Perks you deserve:
- Free St Pancras Experience including plus one.
- Free Access to the Gym and spa.
- Free meals at work
- Free uniform & dry-cleaning service.
- Free enrolment of Perks at Work- Access to unlimited deals of retailers and more.
- Discount of 50% in any of the St Pancras outlets.
- Marriott Discount Card enabling to benefits from hotel room, gift shops and F&B across 130 countries.
- Travel Loan.
- 20 days holiday increasing with service.
- Annual Performance Review pay.
- Cycle to work scheme.
- Recommend a Friend scheme £500 - £800.
- Pension & Life Assurance.
- Employee Assistant Program.
- Comprehensive Training and Development program.
- Awards and recognition celebrations and many more….
Do you want to be part of a team of talented people, passionate about creating extraordinary experiences in London’s most iconic hotel? Then we look forward to receiving your application
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Job Types: Full-time, Permanent
Salary: Up to £27,000.00 per year
Benefits:
- Company events
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Referral programme
- Store discount
- Wellness programme
Schedule:
Work authorisation:
- United Kingdom (required)
Work Location: One location
Reference ID: 23072121