Guest Service Associate

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

Benefits offered by this job

Global Marriott discounts

Meals on duty

Uniforms provided

Training and development opportunities

Career progression

Pension scheme

Job summary

The Cura Kensington, a Tribute Portfolio Hotel by Marriott, seeks a Guest Service Associate to provide outstanding guest experiences from arrival to departure. You will assist Front Office and Food & Beverage operations, handling check-in/check-out, reservations, and guest queries with a friendly, professional demeanor.

Training will be provided for Opera PMS usage, and teamwork across departments is essential for a seamless stay.

Qualifications

• Experience in hospitality, hotel reception, restaurant or bar is preferred.
• Friendly, professional, and confident in guest interactions.
• Strong organisational and communication skills.
• Ability to multi-task in a busy environment and work cross-functionally.

Responsibilities

• Welcome guests professionally and create a positive first impression.
• Handle check-in/check-out and guest profiles using Opera PMS or similar systems.
• Respond to guest inquiries promptly and provide local information.
• Support Front Office and Food & Beverage operations as needed.
• Assist in restaurant/bar seating and service flow during peak times.
• Maintain cleanliness and presentation across reception, lobby, and dining areas.
• Communicate guest preferences and special occasions between departments.

Skills

Hospitality experience

Customer service

Communication

Teamwork

Opera PMS familiarity

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