Guest Experience Expert – Hotel Front Desk

About the role

The Guest Experience Expert will be the first point of contact for guests arriving and departing at the London Marriott Hotel Kensington. You will create a warm welcome, provide accurate information about hotel services and the local area, and ensure a smooth check‑out experience.

Key responsibilities

• Greet guests, process check‑ins and check‑outs, and handle any disputed charges.
• Coordinate with Housekeeping to confirm room readiness and report guest concerns.
• Answer guest calls, messages and inquiries, providing timely and helpful responses.
• Confirm reservations, manage cancellations and produce daily arrival/departure reports.

Required profile

• Friendly, people‑oriented demeanor.
• Strong communication skills and ability to work under pressure.
• Attention to detail and a proactive approach to problem solving.

Required skills

What we offer

• Discounted stays at over 9,600 Marriott hotels worldwide.
• 24/7 confidential wellbeing support via Health Assured and Wisdom App.
• 20% off food & beverage in Marriott outlets and 50% off in selected hotels.
• £5 breakfast voucher for stays in most European Marriott hotels.
• 28 days of holiday (pro‑rated) plus public holidays.
• Referral bonus up to £500, pension scheme, and regular recognition events.
• Uniform laundry service, exclusive retail discounts, and monthly associate events.
• Learning and development programmes, including apprenticeships and digital training.