Guest Experience Expert (Front Office)

POSITION SUMMARY

We Are Hiring for a Guest Experience Expert - Front Desk Based at The Sheraton Grand London Park Lane Hotel - A Grand Experience Crafted in Mayfair Rewards for Work... Benefits for Your Lifestyle

• Part of Marriott International, the largest hospitality brand in the world, offering outstanding career progression and global opportunities.
• World-class training and development programmes designed to help you grow your skills and career.
• Work alongside talented, award-winning hospitality professionals.
• Discounted room nights and food & beverage across Marriott hotels worldwide.
• Complimentary uniform, laundry and free meals on duty.
• Access to a wide range of flexible benefits to support your wellbeing.
• Eligible for Service Charge.

Your Place of Work, What to Expect Located in the heart of Mayfair, the iconic Sheraton Grand London Park Lane is one of London's most iconic hotels, renowned for exceptional service, elegant Art Deco surroundings, and unforgettable guest experiences. As a Guest Experience Expert - Front Desk, you will be at the centre of our guest journey, creating memorable first and lasting impressions. You will be responsible for providing a warm welcome, ensuring a smooth arrival and departure experience, and delivering personalised service that exceeds expectations throughout each guest's stay. Working as part of a dedicated Front Office team, you will assist guests with check-in and check-out procedures, respond to enquiries, manage reservations and billing requests, and act as a knowledgeable ambassador for both the hotel and the local area. Your professionalism, attention to detail, and passion for hospitality will help create exceptional experiences for guests from around the world. This is an exciting opportunity to join a passionate team within one of London's leading luxury hotels. If you thrive in a fast-paced environment, enjoy building genuine guest connections, and are committed to delivering world-class service, we'd love to hear from you. What You'll Be Doing

• Providing a warm, professional welcome and farewell to all guests.
• Completing guest check-ins, check-outs, room allocations, and payment processing efficiently and accurately.
• Responding to guest enquiries, requests, and concerns in a timely and professional manner.
• Maintaining accurate guest records and ensuring confidentiality at all times.
• Promoting hotel facilities, services, and Marriott Bonvoy membership benefits.
• Liaising with Housekeeping, Engineering, Concierge, and other departments to ensure seamless guest service.
• Resolving guest issues and service recovery situations with confidence and empathy.
• Following Marriott brand standards, operational procedures, and health and safety guidelines.

Supporting Our Wider Front Office Operation While primarily focused on Front Desk operations, Guest Experience Experts may also have opportunities to support other areas of the Front Office function across the Sheraton Grand London Park Lane. This can include assisting with Guest Relations, Executive Lounge operations, Concierge services, and group arrivals, providing valuable exposure to a variety of luxury hospitality experiences and helping you further develop your career within one of London's most distinguished hotels. What We're Looking For

• Previous Front Office, Reception, Guest Services, or hospitality experience required.
• Excellent communication and interpersonal skills with a naturally guest-focused approach.
• Strong organisational skills and attention to detail.
• The ability to work effectively in a fast-paced environment while maintaining exceptional service standards.
• Confidence in handling guest requests, enquiries, and complaints professionally.
• Flexibility to work a variety of shifts, including weekends and public holidays.
• A passion for hospitality and creating memorable guest experiences.

At Sheraton Grand London Park Lane, every guest interaction matters. Join our Front Office team and help create exceptional experiences for guests from around the world.