ADDITIONAL INFORMATION

Job Number25141556
Job CategoryRooms & Guest Services Operations
LocationSt. Pancras London Autograph Collection, Euston Road, London, United Kingdom, United Kingdom, NW1 2AR
ScheduleFull Time
Located Remotely?N
Position Type Non-Management
Position Summary:
As a Lobby Host/ess at St. Pancras London, you are responsible for delivering the warmest of five-star welcomes in our hotel. Our guests visit us with expectations of attentive yet relaxed service, where your personality and professionalism are delivered in equal measure. Your friendly, authentic approach creates a unique and personalised experience from the moment the guest walks through the door, and you’ll ensure every guest departs with a memorable impression. You will ensure smooth coordination between departments in the lobby area and remain knowledgeable about hotel offerings and the local area.

QUALIFICATIONS:

• Exceptional interpersonal and communication skills with the ability to interact effectively at all levels.
• Previous experience in customer service is preferred.

• Attend guest queries about hotel services, local attractions, and events.
• Serve as a primary contact point to cater to guest needs and ensure a seamless and comfortable stay.
• As a member of the Front of House team, every SIP, SAVOUR, SEE, SHOP recommendation made reflects your knowledge, experience and ultimately your own reputation as a lobby ambassador professional.
• 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.
• If the guest asks for something, the phrase ‘that’s not my job/ that’s not in my job description’ doesn’t apply here or in any department in the hotel.
• 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.