The posting
Job Description
Guest Experience Expert (Guest Service Associate)
London Marriott Hotel Grosvenor Square
At Marriott Hotels, we believe our legacy is built by the people who bring it to life every day. As part of a team that has helped shape the future of hospitality, you will be empowered to make an impact, share your ideas and elevate every guest experience. Whether you are developing your expertise, discovering a new role, moving between hotels or pursuing opportunities around the world, we support you at every stage of your journey.
As part of the Marriott International family, Marriott offers more than a job. It is an opportunity to be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Position Summary
We are now recruiting for a dynamic and passionate Guest Experience Expert Guest Relations Executive to join our magnificent five-star, luxury hotel. Have fun working alongside an award-winning team and enjoy a world where career progression opportunities and world class training is available to you. We enjoy crafting bespoke journeys for you.
Join the Front Office team at London Marriott Hotel Grosvenor Square as a Guest Experience Expert, where you will create memorable stays through exceptional service from check-in to check-out. As the face of the hotel, you will welcome guests, handle enquiries, provide local recommendations, manage reservations and payments, and deliver personalised experiences that exceed expectations. We are looking for a proactive, friendly, and professional individual with strong communication skills, a passion for hospitality, and a commitment to delivering outstanding guest satisfaction in a fast-paced luxury hotel environment
What you’ll do
- Welcome guests warmly and deliver exceptional service throughout their stay, creating memorable and personalised experiences.
- Manage guest check-ins and check-outs efficiently, ensuring accuracy and compliance with hotel procedures.
- Respond promptly to guest enquiries, requests, and concerns, resolving issues with professionalism and care.
- Promote hotel facilities, services, and local attractions to enhance the guest experience and drive engagement.
- Coordinate with Housekeeping, Engineering, Security, and other departments to ensure seamless guest service.
- Process reservations, payments, room allocations, and billing transactions in accordance with company policies.
- Maintain accurate guest records and complete operational reports, checklists, and administrative tasks as required.
- Support Marriott Bonvoy initiatives, VIP arrivals, and guest engagement programmes to maximise satisfaction and loyalty.
What you’ll bring
- Previous experience in a customer-facing role, preferably within hospitality, hotels, or luxury service environments.
- Excellent verbal and written communication skills with a strong focus on guest satisfaction.
- Strong problem-solving skills and the ability to resolve guest concerns in a professional manner.
- Ability to work effectively in a fast-paced environment while maintaining attention to detail.
- Proficiency in Microsoft Office applications and hotel property management systems.
- Strong organisational skills with the ability to multitask and prioritise workload.
- Flexibility to work shifts, including evenings, weekends, bank holidays, and overnight shifts.
- Right to work in the United Kingdom.
- Experience with Opera PMS and knowledge of Marriott Bonvoy programmes would be advantageous.
Experience:
- Previous experience working within a similar environment preferred, luxury hotel experience preferred.
Skills and Knowledge
- Strong Communication skills (verbal, listening, writing)
- Innovative
- Pro-active and reliable
- Able to work alone and within a team
Education or Certification
- Good level of English essential
- Ability to use standard software applications and hotel systems e.g., Office, Delphi, Marsha, Opera, etc.
Immigration
- A points-based immigration system affecting the eligibility to apply to work in the UK has been introduced from 01 January 2022. Applicants with Irish citizenship, an indefinite leave to enter the UK or an indefinite leave to remain in the UK are eligible to work in the UK including EU citizens who already lived in the UK by 31 December 2020. Please refer to the Home Office website for more details. You can also prove your right to work to employers by visiting the GOV UK website.
Our Benefits
At Marriott, we put people first — it’s one of our distinctive core values.
- Through Explore by Marriott Bonvoy™, our associates have access to special room rates, discounts on food and beverage, experiences, and more across Marriott’s portfolio of 30+ hotel brands and 9,500+ properties worldwide.
- Associates receive paid leave to use for vacations, sick time, holidays and more.
- Through our global TakeCare platform, associates have access to locally driven wellbeing activities and resources designed to meet people where they are.
- Step into a world of opportunity with an award-winning international brand that truly values who you are. As part of Marriott International, the world’s largest hospitality family, you’ll discover endless possibilities to grow, connect, and shine.
- We believe in celebrating individuality and helping you reach your full potential. Enjoy fabulous, flexible benefits designed to support your well-being—both inside and outside of work. At Marriott, the sky isn’t the limit—it’s just the beginning.
FINANCIAL WELLNESS
- Competitive salary package
- 28 days holiday including bank holidays increasing to a maximum of 35 days
- Service Charge upon successful completion of probation
- Season ticket loans
- Discounted room rates for you & friends and family
- Competitive car lease schemes
- Recommend a friend scheme
- Complimentary dry cleaning
- Pension & life assurance scheme
- Access to major high street discounts
CAREER GROWTH AND PROFESSIONAL ADVANCEMENT
- World-class international career opportunities within Marriott hotels tailored to your specific needs
- Professional learning and development opportunities - because a fulfilling career is so much more rewarding
- Tuition aid
- Unlock access to world-class trainers and elevate your potential
- Exclusive access to the world’s leading management minds
HEALTH, WELLBEING AND SOCIAL IMPACT
- Complimentary meals on duty
- Flu vaccinations
- Complimentary use of the Gym
- Eye care vouchers
- Cycle to work scheme
- Creative workshops
- Support volunteer programmes like Magic Breakfast
- Community activities like canal cleaning, volunteering at farms, plogging and much more
- Plant a tree
RECOGNITION AND THE SOCIAL SCENE
Annual parties, Christmas lunches, summer BBQ's and Easter celebrations
- Length of service rewards and invitations to recognition events
- Monthly/yearly recognition schemes
- Discount in Gordon Ramsay's Bar & Grill and The Lucky Cat
- Recognising personal milestones – new baby, wedding, birthdays and anniversaries
- Retirement parties
Our award-winning culture
Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.
Visit life.marriott.com to learn more about our workplace culture and career opportunities.
LEGAL DISCLAIMER
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
