Guest Relations Supervisor

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

Guest Relations Executive

Are you seeking to grow your skills with endless career opportunities?, work beside teammates that feel like family?, experience working for an employer that puts your wellbeing at the heart of everything it does?, enjoy monthly celebrations, treats and recognition? and make a difference in the local community? Then the Leicester Marriott is the place for you!

Explore our very big world

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

The impact you’ll make

First impressions are everything. And you’ll set the tone for every guest’s stay. With a genuinely warm welcome, you’ll be ready with answers to any questions and happy to offer information about hotel services, facilities and the local area. Anything to help make their visit that bit more special. And, creating the smoothest check-out experience, you’ll make sure they leave us happy too.

What you’ll do

Guest Experience

• 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.

Guest Feedback & Complaints

• 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.

VIP & Special Occasions

• 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.

What we’re looking for

• 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.

Perks you deserve

In addition to an hourly rate of pay, ensuring you are paid for every hour worked, we’ll support you in and out of the workplace by offering:

• Health & Wellbeing - complimentary Leisure Club Membership because your wellbeing is important
• Meals - Tasty and Varied Meals in our Associate Dining Facility
• Uniform & dry-cleaning service
• Discounts - Enrolment in Perks at Work - Access to unlimited deals from retailers to restaurants, cinema’s and more
• Travel - Discounted Hotel Accommodation Worldwide for you and your Friends & Family, 20% F&B Discount, 30% Retail Discount & 20% Spa Discount in Marriott Hotels Worldwide
• Holidays - 20 days holiday plus 8 Bank Holidays
• Pay - Annual Performance Related Pay Review
• Health - Cycle to work scheme
• Pension & Life Assurance
• Flexibility – do you need flexibility in your life, talk to us as we know worklife balance is important
• Take Care Access to our Take Care Emotional Wellbeing Resources & Associate Assistance Service
• Develop and Grow - Comprehensive Training and Development programs
• Career - career progression opportunities are endless as the #1 leader in hospitality worldwide
• Celebrate - Awards and Recognition Celebrations
• Events - Monthly Calendar of Associate Focused & Fun Events

With this role you will be working 40 hours per week over 5 days, including weekends on a mixture of early and late shifts - do you need flexibility in your life? We are happy to discuss this with you!