Head of Guest Experience Manager - St. Pancras London, Autograph Collection
Head of Guest Experience Manager - St. Pancras London, Autograph Collection
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Job Description
At St. Pancras Renaissance Hotel London we believe in creating moments that are both timeless and personal. As part of Marriotts Autograph Collection we celebrate individuality and craftsmanship in every detail. Our hotel is more than a destinationits a story waiting to be told.
As Head of Guest Experience you will be the architect of our guest journey. This leadership role is responsible for shaping and delivering a seamless elevated experience across all touchpoints. You will oversee both the Guest Experience and Guest Services teams ensuring that every interaction reflects the hotels heritage character and commitment to excellence.
Key ResponsibilitiesGuest Experience Leadership
- Lead by example in delivering warm intuitive and personalised service.
- Maintain a strong presence in public areas engaging with guests to gather insights and resolve concerns in real time.
- Champion the GXP Empower programme ensuring guest feedback is captured analysed and actioned across departments.
- Collaborate with department heads to embed a culture of continuous improvement and service innovation.
Guest Services Oversight
- Ensure the delivery of thoughtful anticipatory service through the Guest Services team.
- Oversee the Navigator programme curating local experiences that reflect the spirit of the hotel and its surroundings.
- Respond to bespoke guest requests with discretion and efficiency from transportation and dining to wellness and cultural experiences.
- Foster a proactive empowered team culture that consistently exceeds expectations.
- A minimum of two years in a similar leadership role within a luxury hospitality environment.
- A deep understanding of service excellence quality standards and guest engagement.
- Strong interpersonal and communication skills with the ability to lead and inspire diverse teams.
- Calm confident decision-making and problem-solving abilities in high-pressure situations.
- Competitive salary with annual performance-based bonus
- 31 days of holiday (including Bank Holidays) increasing with service
- Private medical insurance and life assurance
- Complimentary access to gym and spa facilities
- Free meals on duty and dry-cleaning service
- Global Marriott travel discounts and 50% off F&B at St. Pancras outlets
- Season ticket loan cycle-to-work scheme and access to BenefitHub
- Ongoing training development and recognition programmes
If you are passionate about creating meaningful guest experiences and thrive in a setting where heritage meets innovation we invite you to join our team. At St. Pancras every detail mattersand so do you.
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 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.
Required Experience:
Director
Employment Type
Full-Time
