Guest Experience Expert - London Marriott Hotel Marble Arch

Guest Experience Expert

London Marriott Hotel Marble Arch

At Marriott Hotels, we believe our legacy is built by the people who bring it to life every day. As part of a team that has helped shape the future of hospitality, you will be empowered to make an impact, share your ideas and elevate every guest experience. Whether you are developing your expertise, discovering a new role, moving between hotels or pursuing opportunities around the world, we support you at every stage of your journey.

As part of the Marriott International family, Marriott offers more than a job. It is an opportunity to be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Position Summary

The Guest Experience Expert is responsible for creating memorable and personalised guest experiences throughout the guest journey, from arrival to departure. This role goes beyond traditional front desk responsibilities by proactively addressing guest needs, resolving requests, providing local recommendations, and ensuring every interaction reflects Marriott's commitment to exceptional hospitality and service excellence.

What You'll Do

• Welcome guests warmly, complete check-in and check-out procedures, and ensure a seamless arrival and departure experience.
• Anticipate guest needs and proactively provide solutions, recommendations, and personalised service throughout their stay.
• Respond to guest questions, concerns, and service requests in a professional, timely, and positive manner.
• Process reservations, room assignments, room changes, extensions, and billing adjustments using hotel systems such as OPERA, Fidelio, PMS, or FOSSE.
• Coordinate with Housekeeping, Engineering, Security, and other departments to resolve guest concerns efficiently.
• Provide guests with information and recommendations regarding local attractions, dining, events, and hotel services.
• Arrange transportation, special services, and personalised guest requests including concierge-related support.
• Process payments, handle cash transactions, balance cash floats, and comply with Marriott cash handling procedures.
• Prepare and review operational reports, shift logs, arrivals, departures, and guest information records.
• Maintain guest confidentiality, follow company policies, and uphold quality, safety, and brand standards at all times.

What You'll Bring

• Higher Education qualification, Diploma, or equivalent.
• No previous hospitality experience is required; customer service experience would be advantageous.
• Excellent customer service skills with a genuine passion for creating memorable guest experiences.
• Strong communication, listening, and interpersonal skills.
• Ability to effectively solve problems and make sound decisions in a fast-paced environment.
• Good computer literacy and the ability to learn hotel operating systems.
• Strong organisational, multitasking, and time-management abilities.
• Positive attitude, adaptability, and a professional approach to guest interactions.
• Ability to work collaboratively within a team and build positive working relationships across departments.
• High levels of integrity, dependability, and attention to detail.

Our Benefits

At Marriott, we put people first — it’s one of our distinctive core values.

• Through Explore by Marriott Bonvoy™, our associates have access to special room rates, discounts on food and beverage, experiences, and more across Marriott’s portfolio of 30+ hotel brands and 9,500+ properties worldwide.
• Associates receive paid leave to use for vacations, sick time, holidays and more.
• Through our global TakeCare platform, associates have access to locally driven wellbeing activities and resources designed to meet people where they are.
• Depending on the property and role, additional local benefits may also be available.

Our award-winning culture

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.

Visit life.marriott.com to learn more about our workplace culture and career opportunities.

LEGAL DISCLAIMER

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.