Guest Service Associate

The Cura - Reception; Greater London; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Salary incentives

Marriott discounts

Meals on duty

Uniforms provided

Training opportunities

Career progression

Pension scheme

Job summary

The Cura Kensington, a Tribute Portfolio Hotel by Marriott, West London, is seeking a Guest Service Associate to act as the face of the hotel and deliver exceptional guest experiences from arrival to departure.

You will support Front Office and Food & Beverage operations, ensuring a seamless and personalised stay with a friendly, proactive approach.

Qualifications

• Experience in hospitality, hotel reception, restaurant or bar.
• Friendly, professional, confident when interacting with guests.
• Team player with a flexible approach to supporting different departments.
• Good organisational and communication skills.
• Willingness to learn and develop within Marriott.
• Opera PMS experience is beneficial but training will be provided.

Responsibilities

• Greet guests professionally and create a positive first impression.
• Manage check-in/check-out, reservations, room allocations, and guest profiles.
• Be main point of contact for guests, handling enquiries promptly.
• Provide information on hotel facilities, dining, and local attractions.
• Support Front Office and F&B operations to ensure seamless service.
• Assist with restaurant and bar seating, service flow and guest interaction.

Skills

Guest communication

Team player

Organisational skills

Customer service

Tools

Opera PMS

Job description

Guest Service Associate

The Cura Kensington, a Tribute Portfolio Hotel by Marriott

About the Hotel

The Cura Kensington, a Tribute Portfolio Hotel by Marriott, is a lifestyle hotel located in West London, offering 132 contemporary bedrooms alongside a vibrant restaurant and bar. As part of Marriott’s Tribute Portfolio, the hotel delivers individualised and memorable guest experiences with a focus on personality, creativity, and exceptional service.

Our Guest Service Associates play a key role in creating a seamless and welcoming experience for guests, supporting operations across both Front Office and Food & Beverage, and contributing to the hotel’s reputation for excellence.

The Role – Guest Service Associate

As a Guest Service Associate, you will be the face of the hotel, responsible for providing exceptional service throughout the guest journey. You will support both Front Office and Food & Beverage operations, ensuring a smooth and personalised experience from arrival to departure. This role requires flexibility, a hands-on approach, and a collaborative spirit.

Key Responsibilities

• Welcome guests in a professional, friendly, and engaging manner, ensuring a positive first impression of the hotel.
• Deliver efficient check-in and check-out procedures, managing reservations, room allocations, billing, and guest profiles using Opera PMS or similar systems.
• Act as a main point of contact for guests throughout their stay, responding to enquiries and requests promptly and professionally.
• Provide accurate information about hotel facilities, services, restaurant and bar offerings, and local attractions in West London.
• Support both Front Office and Food & Beverage operations, demonstrating flexibility and a one-team approach to ensure a seamless guest experience.
• Welcome and assist guests in the restaurant and bar area when required, including supporting seating arrangements and service flow during busy periods.
• Assist with basic food and beverage service where required, ensuring professional and friendly guest interaction at all times.
• Communicate guest preferences, special occasions, allergies, and requests clearly between departments to ensure personalised service.
• Maintain cleanliness, organisation, and presentation standards across the reception, lobby, restaurant, and bar areas.
• Handle guest feedback and concerns professionally, ensuring prompt resolution or escalation where appropriate.
• Work collaboratively with Food and Beverage , Housekeeping, Kitchen, and Management teams to ensure efficient service delivery across the hotel.
• Promote hotel services and facilities to enhance guest satisfaction and overall experience.
• Inform guests about the benefits of the Marriott Bonvoy programme where appropriate.
• Maintain professional appearance, punctuality, and adherence to hotel policies, procedures, and brand standards.

About You

• Previous experience in hospitality, hotel reception, restaurant or bar preferred.
• Friendly, professional, and confident when interacting with guests.
• A team player with a flexible approach to supporting different departments.
• Good organisational and communication skills.
• Ability to work calmly and efficiently in a busy environment.
• Willingness to learn and develop within Marriott.
• Experience using Opera PMS or similar systems is beneficial but not essential as training will be provided.

What We Offer

• Competitive salary with performance-based incentives.
• Global Marriott employee discounts on rooms, dining, and experiences
• Meals on duty
• Uniforms provided
• Training and development opportunities within Marriott International
• Opportunities for career progression
• Supportive team environment
• Pension scheme and recognition programmes

Join our team at The Cura Kensington and become an integral part of a vibrant, dynamic hotel where every guest interaction matters. If you are enthusiastic, friendly, and committed to delivering memorable experiences, this role offers the perfect opportunity to develop your career in a supportive lifestyle hotel environment while making a real difference to our guests’ sta

Compensation: Competitive salary