Guest Experience Specialist - Front Desk

London Heathrow Marriott; Greater London; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Free meals on duty

Uniform provided

Leisure club/gym access

Benefit HUB access

Discount rates

Health insurance

Pension scheme

Employee assistance programme

Career development

Training and development

Free parking

Job summary

London Heathrow Marriott is seeking a Guest Experience Expert for the Front Office to deliver exceptional hospitality and support guests from check-in to check-out. This role emphasizes strong customer service, proactive problem solving, and collaboration with hotel departments to ensure memorable stays.

The position is full-time (40 hours per week) with opportunities to participate in Marriott Bonvoy programs and internal career development.

Qualifications

• Related Work Experience: At least 1 year of customer service experience.
• Supervisory experience: None required.
• Education: High school diploma or GED equivalent.

Responsibilities

• Welcome and assist guests with check-in/check-out procedures.
• Address guest inquiries and concerns promptly and professionally.
• Coordinate with other departments to fulfill guest requests.
• Maintain a high level of customer service by anticipating guest needs and exceeding expectations.
• Handle guest complaints with empathy and resolve issues to their satisfaction.
• Promote hotel services and amenities to enhance guest experience and drive revenue.
• Ensure compliance with hotel policies and procedures, maintaining a safe and secure environment.
• Monitor guest feedback and implement improvements based on their suggestions.
• Assist in training new staff on guest service standards and procedures.
• Maintain accurate records of guest interactions and transactions.

Skills

Customer service

Education

High school diploma or GED

Job description

London Heathrow Marriott is seeking a Guest Experience Expert for the Front Office to deliver exceptional hospitality and support guests from check-in to check-out. This role emphasizes strong customer service, proactive problem solving, and collaboration with hotel departments to ensure memorable stays.

The position is full-time (40 hours per week) with opportunities to participate in Marriott Bonvoy programs and internal career development.