Guest Experience Lead

Marriott Leicester; Leicester; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Health & Wellbeing

Meals

Uniform & Cleaning

Discounts

Travel Discounts

Holidays

Performance Pay

Cycle to Work

Pension & Life

Flexibility

Emotional Wellbeing

Training & Development

Career Progression

Awards & Recognition

Monthly Events

Job summary

Marriott Leicester is seeking a Guest Relations Executive to welcome guests, anticipate needs and deliver personalised service that sets the tone for their stay. You will handle guest inquiries, provide information on local services and hotel facilities, resolve issues calmly, and create memorable experiences that encourage return visits.

This role requires a proactive, guest-focused approach with excellent communication and professional presentation.

Qualifications

• Guest-focused mindset putting guest experience first.
• Proactive and anticipates guest needs.
• Able to communicate clearly with guests and colleagues.
• Maintains professionalism at all times.
• Keeps guests informed and engaged throughout their stay.
• Represents hotel positively in all interactions.
• Turns challenges into pleasant outcomes for guests.

Responsibilities

• Deliver a warm, friendly and personalised welcome to every guest.
• Build positive relationships with guests throughout their stay.
• Anticipate guest needs and provide personalised service.
• Regularly engage with guests to ensure they are happy and comfortable.
• Create memorable experiences that encourage repeat business and loyalty.
• Proactively seek guest feedback during and after their stay.
• Handle guest complaints professionally, calmly and promptly.
• Record guest feedback and complaints accurately and ensure follow-up.
• Identify and recognise VIP, repeat and loyalty guests.
• Coordinate arrangements for birthdays, anniversaries, weddings and other occasions.
• Personalise the guest experience based on known preferences and previous stays.

Skills

Guest focus

Proactive

Communication

Customer service

Team player

Problem solving

Multitasking

Job description

Marriott Leicester is seeking a Guest Relations Executive to welcome guests, anticipate needs and deliver personalised service that sets the tone for their stay. You will handle guest inquiries, provide information on local services and hotel facilities, resolve issues calmly, and create memorable experiences that encourage return visits.

This role requires a proactive, guest-focused approach with excellent communication and professional presentation.