Guest Experience Expert - St. Pancras London Autograph Collection

Position Summary

Additional Information

• Previous experience in a customer-facing hospitality role is essential.
• The position is full time and non-management.
• The listed pay range is 14.04 per hour.

Location and Work Setting

• The position is located at the St. Pancras London Autograph Collection hotel on Euston Road in London.
• The role is not remote and requires in-person hotel operations.

Guest Relations and Services

• Welcome guests, respond to questions and requests, resolve service issues, and provide professional farewells.
• Provide information about the hotel, local area, attractions, events, and services.
• Arrange transportation and special services and coordinate with relevant departments.
• Follow up with guests to confirm that requests and problems have been resolved.

Check-in, Check-out and Reservations

• Process reservations, guest check-ins, check-outs, room assignments, payments, billing, and disputed charges.
• Monitor room status changes and coordinate group check-in and pre-registration procedures.
• Use hotel property management systems to confirm reservations, verify identity, assign rooms, and issue keys.
• Sell available accommodations to guests without reservations and adjust guest billing when necessary.

Cash Handling and Records

• Process cash, card, check, voucher, paid-out, correction, and miscellaneous transactions.
• Count and secure cashier banks, balance receipts, and follow hotel cashiering procedures.
• Run daily arrival, departure, credit authorization, contingency, and other operational reports.
• Maintain shift logs and document relevant operational information.

Communication, Policies and Safety

• Assist coworkers, communicate professionally, and maintain positive working relationships across departments.
• Protect guest privacy, company assets, and confidential information while following hotel policies.
• Follow quality assurance, emergency, safety, and security procedures and report incidents promptly.
• Provide basic technology troubleshooting and refer technical or security issues to the appropriate department.

Role Requirements

• Ability to communicate clearly and professionally with guests and coworkers.
• Ability to perform hotel front desk, reservation, billing, payment, and cashiering procedures.
• Ability to use or learn property management systems such as Opera, Fidelio, or FOSSE.
• Ability to provide local recommendations and arrange transportation or special guest services.
• Ability to follow confidentiality, quality, safety, and emergency procedures.

Brand and Workplace

• Autograph Collection hotels are independent four- and five-star properties within the Marriott International portfolio.
• Marriott International describes the workplace as an equal opportunity environment.