Host/Hostess (Booking Office 1869) - St. Pancras London Autograph Collection
POSITION SUMMARY
As a Host/ess of Booking Office 1869 at St. Pancras, you are responsible for delivering the warmest of five star welcomes in our food & beverage outlets. Our guests visit us with expectations of attentive yet relaxed service where your personality and professionalism are delivered in equal measures. The reality of your role and the responsibility you hold is that you can either make or break a guest experience depending on the service you provide. One warm smile and one warm welcome at a time is how we’ve built our reputation and it’s your job to uphold this! Goodbyes are just as important as a warm welcome and creating memorable moments for our guests in your role is key. You will also be responsible for using reservation systems, answering guest enquiries (both telephone and email), and delivering information on pricing, product and menu items.
Responsibilities: Here's what your journey with us entails
- Product (food & beverage), menu, operational, service knowledge is essential.
- Knowledge of the overall hotel operations is essential for this role to understand the part you play in the wider guest experience.
- You must be proactive with your learning; this includes menu items and service standards – you are welcome to take copies of menu’s etc off shift with you to be able to do this.
- Our guests must receive a consistent level of service the first, second and fifth time they visit any of our F&B outlets – if you do not keep up to date with changes within the department, you will not be able to successfully execute this.
- Knowledge of Health, Safety and Hygiene (sanitation, cleanliness).
- Knowledge of reservation systems and computer software.
- Excellence in spoken and written English is key in responding to guest enquiries.
- Attendance at monthly departmental meetings and 1:1’s is essential for you to have the knowledge you need in your role.
- Maintain an exceptionally high standard of five-star luxury lifestyle service within The Booking Office, Hansom Lounge and MI+ME.
- Attitude, grooming standard, body language and tone need to be positive, supportive and on brand at all times.
- You are expected to deliver service to your full potential when you are here.
- In return for delivering extraordinary service, you will be entitled to receive a portion of the service charge that our guests leave us if they have had a great experience.
- You’re expected to maintain the cleanliness of all F&B equipment and areas at all times.
- You are also expected to carry out other duties that may be required to ensure the F&B and overall hotel operation is properly maintained to provide a total guest experience.
Qualifications:
- Minimum of 1 year of experience in a similar role within the hospitality industry, preferably in a luxury hotel environment.
- Strong understanding of standards and procedures.
- Exceptional interpersonal and communication skills with the ability to interact effectively at all levels.
- Detail-oriented with a passion for delivering excellence in customer service.
What is in it for you:
In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:
- 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
- Pension scheme participation.
- Life Assurance coverage.
- Annual Performance Review pay adjustments.
- Complimentary gym and spa access.
- Free meals while at work.
- Dry-cleaning service availability.
- Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.
- 20% discount at any of the St. Pancras outlets.
- Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.
- Travel ticket season loan.
- Cycle to work scheme.
- Employee Assistance Programme access.
- Comprehensive Training and Development programme participation.
- Awards and recognition celebrations, among many other benefits
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.
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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.
