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Guest Relations Manager
Welcoming guests from around the world, St Pancras is more than a hotel. It is a destination renowned for its heritage, vibrant energy and commitment to remarkable service. We are seeking a dynamic and inspiring Guest Relations Manager to lead our Guest Experience function and help shape unforgettable moments for every guest who walks through our doors.
This is a unique opportunity to lead the guest experience within one of London's most celebrated hotels. If you are passionate about luxury hospitality, thrive on creating exceptional moments and enjoy inspiring teams to deliver their very best, we invite you to explore a career with St Pancras London Autograph Collection.
Join us and help define the experiences that guests will remember long after their stay has ended.
As Guest Relations Manager, you will be responsible for the experience of all hotel guests through the planning and delivery of exceptional hospitality and service. Reporting as a key leader within the Rooms Division, you will oversee our Guest Experience operation, including Concierge, Guest Experience Associates and Luggage Porters, ensuring every interaction exceeds expectations.
This is a highly visible leadership position, accountable for elevating the hotel's VIP journey from pre-arrival through to departure. You will champion personalised service, drive guest satisfaction, lead service recovery initiatives and foster a culture where associates are empowered to create memorable experiences every day
Working collaboratively across the hotel, you will influence operational excellence, financial performance and team engagement while ensuring the unique character of the Autograph Collection brand is brought to life through every guest interaction.
You are an experienced hospitality leader who understands that luxury is defined by how guests feel. You combine operational expertise with genuine warmth, building trusted relationships with guests, associates and business partners alike.
Application
Phone screen
With a Talent Acquisition · Phone call
An initial conversation about the role and your job history to determine fit.
Interviews
One or several behavioural interviews, by phone, video or in person depending on the opportunity.
Assessment
Not every role
Checks whether your experience and technical skills meet the role's requirements; for some roles it is part of the application, for others it comes between interview stages.
Final review and offer · With a hiring manager
St Pancras London Autograph Collection | Autograph Collection Hotels
At the heart of one of London's most recognised landmarks, St Pancras London Autograph Collection offers a distinctive blend of architectural grandeur, contemporary luxury and exceptional hospitality. As part of Autograph Collection Hotels, we celebrate individuality, crafting experiences that are thoughtfully designed, deeply personal and reflective of our extraordinary setting.
At Marriott International, you will join the world's largest hospitality company and gain access to unparalleled opportunities for career growth across a portfolio of globally recognised brands.
We invest in our people through world-class learning programmes, leadership development and international career pathways. Our culture is built on putting people first, celebrating individuality and empowering associates to reach their full potential.
As part of Autograph Collection Hotels, you will work in an environment where character matters, creativity is encouraged and every day provides an opportunity to create something memorable for our guests and associates alike.
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.
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 International · NW1 2AR
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