Guest Experience Specialist — Front Office (Heathrow)

Marriott London Heathrow; Greater London; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Free Meals on Duty

Uniform Provided

Leisure Club/Gym Access

Benefit HUB Access

Discount Rates at Marriott Hotels

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 in Front Office. This full-time role at the Heathrow site involves welcoming guests, handling check-in/check-out, and delivering outstanding service. You’ll coordinate with other departments and promote hotel services to enhance guest satisfaction.

The position offers a comprehensive benefits package, opportunities for career development, and a commitment to sustainability within Marriott’s global network.

Responsibilities

• Welcome and assist guests with check-in/check-out procedures, ensuring a smooth and pleasant experience.
• Address guest inquiries and concerns promptly and professionally, providing accurate information and solutions.
• Coordinate with other departments to ensure guest requests are fulfilled efficiently.
• Maintain a high level of customer service by anticipating guest needs and exceeding their 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.

Job description

London Heathrow Marriott is seeking a Guest Experience Expert in Front Office. This full-time role at the Heathrow site involves welcoming guests, handling check-in/check-out, and delivering outstanding service. You’ll coordinate with other departments and promote hotel services to enhance guest satisfaction.

The position offers a comprehensive benefits package, opportunities for career development, and a commitment to sustainability within Marriott’s global network.