Concierge Supervisor

Job Number 24148184

Job Category Rooms & Guest Services Operations

Location St. Pancras Renaissance Hotel London, Euston Road, London, England, United Kingdom

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

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

Position Summary

As a Concierge Supervisor at St Pancras, you will respond to any questions from guests, and follow up with guests to ensure their requests have been met to their satisfaction.

You’ll need to know your stuff:

• Records guest issues in the Guest Response tracking system

• Emphasize Guest Satisfaction in all departmental meetings

• Drive the Lobby Host Experience in the Lobby

• Drive the focus on GSS and communicate results, issues daily with associates

• Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints

• Effectively handles guest problems and complaints

• Actively listen and respond positively to guest questions, concerns and request by using the property specific process (e.g LEARN, Guest Response)

• Knows Brand Standard Procedures

You’ll be expected to deliver on the following:

• Deliver 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.

• You are expected to deliver service to your full potential when you are here.

• You are also expected to carry out other duties that may be required to ensure the overall hotel operation is properly maintained to provide a total guest experience.

Perks you deserve:

• Free St Pancras Experience including plus one.

• Free Access to the Gym and spa.

• Free meals at work

• Free uniform & dry-cleaning service.

• Free enrolment of Perks at Work- Access to unlimited deals of retailers and more.

• Discount of 50% in any of the St Pancras outlets.

• Marriott Discount Card enabling to benefits from hotel room, gift shops and F&B across 130 countries.

• Travel Loan.

• 20 days holiday increasing with service.

• Annual Performance Review pay.

• Cycle to work scheme.

• Pension & Life Assurance.

• Employee Assistant Program.

• Comprehensive Training and Development program.

• Awards and recognition celebrations and many more….

Do you want to be part of a team of talented people, passionate about creating extraordinary experiences in London’s most iconic hotel? Then we look forward to receiving your application

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.

At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We’re looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, 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.