Chambers Club - Guest Experience Supervisor

Let your passion for discovery become a career. Explore, discover, share, and inspire at St Pancras Renaissance Hotel

Position Summary: Ensuring staff is working together as a team to ensure optimum service and that guest needs are met. Inspecting grooming and attire of staff and rectifying any deficiencies. Completing opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc. Inspecting storage areas for organisation, using of FIFO, and cleanliness. Completing scheduled inventories and stocking and requisitioning necessary supplies. Completing work orders for maintenance repairs. Supplying guests with directions and property information. Accommodating guest requests, contacting appropriate staff if necessary. Following up to ensure requests have been met. Notifying Loss Prevention/Security of any guest reports of theft.

Responsibilities:

1. Assisting management in hiring, training, scheduling, evaluating, counselling, disciplining, and motivating and coaching employees; serving as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
2. Following all company and safety and security policies and procedures; reporting accidents, injuries, and unsafe work conditions to manager; completing safety training and certifications.
3. Ensuring uniform and personal appearance are clean and professional, maintaining confidentiality of proprietary information, and protecting company assets.
4. Welcoming and acknowledging all guests according to company standards, anticipating and addressing guests' service needs; thanking guests with genuine appreciation.
5. Developing and maintaining positive working relationships with others, supporting team to reach common goals, and listening and responding appropriately to the concerns of other employees.
6. Ensuring adherence to quality expectations and standards; identifying, recommending, developing, and implementing new ways to increase organisational efficiency, productivity, quality, safety, and/or cost-savings.
7. Performing other reasonable job duties as requested by Managers.

Duties also include:

• Attendance at monthly departmental meetings and 1:1's is essential for you to have the knowledge you need in your role.
• Knowledge of five-star delivery services.
• Kronos entry to assist payroll.
• Ordering of items required for the Chambers Club.
• Delivering an exceptionally high standard of five-star luxury lifestyle service for every guest interaction.
• Attitude, grooming standard, body language and tone need to be positive, supportive and on brand at all times.

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.
• Knowledge of Health, Safety and Hygiene (sanitation, cleanliness).

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.
• 50% 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.

Join Our Team: Ready to be part of a dynamic team dedicated to shaping the future of luxury hospitality? If you thrive in a fast-paced environment and are passionate about making a difference, we want to hear from you.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.