Sheraton Grand London Park Lane
Guest Experience Expert
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Company Description
Sheraton Grand London Park Lane is a landmark hotel in Mayfair, reflecting the glamour and elegance of its 1920s Art Deco heritage. Overlooking Green Park, the hotel offers a prime location with easy connections to London’s historic attractions. Guests enjoy signature suites with luxury amenities, exclusive Club Lounge access, and award-winning culinary experiences including afternoon tea in the Palm Court. The hotel features distinctive venues such as Mercante and Smith & Whistle, along with an iconic Ballroom that hosts significant celebrations and events. A dedicated team focuses on creating unique, memorable stays through attentive, heritage-inspired service.
Role Description
The Guest Experience Expert is a full-time, on-site position based at Sheraton Grand London Park Lane in London. This role is responsible for welcoming guests, managing check-in and check-out processes, and ensuring a smooth arrival and departure experience. Day-to-day tasks include responding to guest inquiries in person and by phone, resolving concerns promptly, and coordinating with other hotel departments to meet guest needs. The Guest Experience Expert provides detailed information about hotel services, local attractions, and transportation options, and supports reservations and billing accuracy. This role also contributes to maintaining a polished lobby presence, promoting hotel offerings, and consistently enhancing overall guest satisfaction.
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Qualifications
- Strong Customer Service and Customer Experience skills focused on delivering memorable stays and personalized interactions.
- Proficiency in Customer Support and Customer Satisfaction practices, including handling feedback and resolving issues effectively.
- Professional Phone Etiquette and clear communication skills for managing calls and guest requests.
- Ability to work on-site in a fast-paced hospitality environment, including flexibility to work shifts, weekends, and holidays as needed.
- Prior experience in front office, hotel guest services, or a similar customer-facing role is highly beneficial.
- Confidence using reservation and property management systems, with good basic IT skills.
- Strong problem-solving abilities, attention to detail, and a calm, professional approach under pressure.
- Fluency in English; additional languages are an advantage.
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Guest Experience Expert - Sheraton Grand London Park Lane | Marriott Careers
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