Guest Experience Specialist - Flexible Hours & Growth

Marriott-Leicester; Leicester; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Health & Wellbeing

Meals

Uniform & Dry-cleaning

Discounts

Travel Discounts

Holidays

Pay Reviews

Cycle to Work

Pension & Life Assurance

Flexibility

Wellbeing Resources

Training & Development

Career Growth

Celebrations

Monthly Events

Job summary

Marriott Leicester is seeking a Guest Relations Executive to welcome guests warmly, build lasting relationships and anticipate needs to enhance every stay. You will manage feedback, handle complaints professionally and coordinate VIP and special occasions to personalise the guest journey.

Join our team to deliver memorable experiences, contribute to repeat business, and uphold Marriott's renowned hospitality across this Leicester property.

Qualifications

• Guest-focused – always put the guest experience first.
• Proactive – anticipate needs rather than waiting to be asked.
• Accountable – take ownership from start to finish.
• Professional – represent the hotel positively at all times.
• Communicative – keep guests and colleagues informed.
• Personalised – make every guest feel recognised and valued.
• Problem solver – turn complaints and challenges into positive experiences.

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.
• Take ownership of issues and follow them through to resolution.
• Escalate serious or unresolved concerns to the appropriate manager.
• Record guest feedback and complaints accurately and ensure appropriate follow-up.
• Identify and recognise VIP, repeat and loyalty guests.
• Ensure VIP arrivals and amenities are prepared to the required standard.
• Coordinate arrangements for birthdays, anniversaries, weddings and other special occasions.
• Personalise the guest experience based on known preferences and previous stays.

Skills

Guest-focused

Proactive

Accountable

Professional

Communicative

Personalised

Problem solver

Job description

Marriott Leicester is seeking a Guest Relations Executive to welcome guests warmly, build lasting relationships and anticipate needs to enhance every stay. You will manage feedback, handle complaints professionally and coordinate VIP and special occasions to personalise the guest journey.

Join our team to deliver memorable experiences, contribute to repeat business, and uphold Marriott's renowned hospitality across this Leicester property.