Guest Service Associate - Guest Experience Expert - Pancras London Autograph Collection

POSITION SUMMARY Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience. No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time. Extraordinary Operations Every guest interaction should be personalised and special- you can make this happen by taking ownership of each guest interaction, listening for cues and following up on cues to deliver a memorable experience. There is no such thing as ‘no’ when it comes to a guest request- do what you need to do to meet request (engage with other colleagues, departments, expertise) or at the very least, find alternatives to present back to the guest when all other options are exhausted. Extraordinary Services • Attend and actively participate in all required training sessions including shift briefings and any other. • Is a role model for service and hospitality ensuring every guest is satisfied and will return. Obtain feedback and shares accordingly. Extraordinary People • Work as a strong and committed team member and colleague, as well as proactively nurturing any stakeholder relationships (e.g. owner, extended sales team and suppliers). Extraordinary Innovation • Proactively contribute ideas and shares creative solutions to make St Pancras the best possible workplace and destination of choice for our guests. Working in a safe environment • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. • Maintain awareness of suspicious persons on property premises. • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. • Protect the privacy and security of guests and co-workers. • Maintain confidentiality of proprietary materials and information. • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. • Follow company and department policies and procedures. Communication • Speak to guests and co-workers using clear, appropriate and professional language. • Discuss work topics, activities, or problems with co-workers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. • Provides assistance to coworkers, ensuring they understand their tasks. • Speak to guests and co-workers using clear, appropriate and professional language. • Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).