Host/ess (The Hansom) (Part-Time) - St. Pancras London Autograph Collection

**Additional Information** Service Charge
**Job Number**
**Job Category** Food and Beverage & Culinary
**Location** Euston Road, London NW1 2AR, United Kingdom
VIEW ON MAP ( Part Time
**Located Remotely?** N
**Position Type** Non-Management
**Pay Range:** GBP 13.26 - 14.26 Hourly Salary
**Position Summary**
As a Host/ess at St Pancras, you are responsible for delivering the warmest of five star welcomes in our food & beverage outlets. Our guests visit us with expectations of attentive yet relaxed service where your personality and professionalism are delivered in equal measures. The reality of your role and the responsibility you hold is that you can either make or break a guest experience depending on the service you provide. One warm smile and one warm welcome at a time is how weve built our reputation and its your job to uphold this! Goodbyes are just as important as a warm welcome and creating memorable moments for our guests in your role is key. You will also be responsible for using reservation systems, answering guest enquiries (both telephone and email), and delivering information on pricing, product and menu items.
**Extraordinary Operations**
Every warm welcome given, recommendation made, beverage pairing suggested, reflects your knowledge, experience and ultimately your own reputation as a hospitality professional.
Every guest interaction should be personalised and specialyou 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 thats not my job/ thats not in my job description doesnt 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.
If youre not feeling happy about something, you firstly need to take ownership to fix it. Try to resolve this yourself and then if you need to, speak to your department leader/HR.
Use of both Marriott International Bluecube Labour Management System to clock in and clock out from your shift.
**Extraordinary Services**
Deliver an extraordinary guest service personalised, fun, engaging, caring, attentive.
Deliver and support the hotel and brands service standards at every moment, including knowledge of the hotel, its history, the Navigator and the daily RWAY.
Attend and actively participate in all required training sessions including shift briefings, menu tasting, new menu launches. There will be regular knowledge tests to be sure your knowledge is where it needs to be in a five star environment.
You are a role model for service and hospitality ensuring every guest is satisfied and will return.
**Extraordinary People**
Work as a strong and committed team member and colleague, as well as proactively nurturing all relationships.
Remember, it is your job, and if you are deliberately unhelpful, it means one of your colleagues will have to pick up the pieces.
Extraordinary Innovation
Proactively contribute ideas and share creative solutions to make St Pancras the best possible workplace and destination of choice for our guests.
Proactively problem solves and seeks to provide solutions along with any identified issues- whilst you may not be able to fix everything, coming with ideas as to how can help to speed things up!
**Human Resources**
Support all new team members by sharing knowledge, experiences, St Pancras Stories.
Use all available on the job training tools to ensure you are up to date with the most recent and relevant information.
Participate and support managers and supervisors in the performance appraisal process, providing feedback as needed and taking ownership for your own performance and development.
Establish and maintain open, collaborative relationships with ALL team members Finance
Whilst you may not be responsible for a multi-million pound operation, you are responsible for its reputation!
Your role may require you to operate a POS using a MICROS card; if this is the case, you must never share your MICROS card or allow someone else to post something in your name.
F&B and overall hotel operation is properly maintained to provide a total guest experience.
You are responsible for operating within Marriott Internationals policies and procedures and ensuring that you sign off the relevant declarations should cash, key or card handling become a regular part of your role.
**Finance**
Whilst you may not be responsible for a multi-million pound operation, you are responsible for its reputation!
Your role may require you to operate a POS using a MICROS card; if this is the case, you must never share your MICROS card or allow someone else to post something in your name.
F&B and overall hotel operation is properly maintained to provide a total guest experience.
You are responsible for operating within Marriott Internationals policies and procedures and ensuring that you sign off the relevant declarations should cash, key or card handling become a regular part of your role.
**Youll need to know your stuff**
Product (food & beverage), menu, operational, service knowledge is essential
Knowledge of the overall hotel operations is essential for this role to understand the part you play in the wider guest experience.
You must be proactive with your learning; this includes menu items and service standards you are welcome to take copies of menus etc off shift with you to be able to do this
Our guests must receive a consistent level of service the first, second and fifth time they visit any of our F&B outlets if you do not keep up to date with changes within the department, you will not be able to successfully execute this.
Knowledge of Health, Safety and Hygiene (sanitation, cleanliness)
Knowledge of reservation systems and computer software
Excellence in spoken and written English is key in responding to guest enquiries
Attendance at Monthly departmental meetings and 1:1s is essential for you to have the knowledge you need in your role
**Youll be expected to deliver on the following**
Maintain an exceptionally high standard of five star luxury lifestyle service within The Booking Office, Hansom Lounge & MI+ME.
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 our guests are paying good money in all outlets in the hotel and without them, we wouldnt be able to receive our monthly wage!
In return for delivering extraordinary service, you will be entitled to receive a portion of the service charge that our guests leave us if they have had a great experience. Bad experience = no service charge.
Youre expected to maintain the cleanliness of all F&B equipment and areas at all times.
Follow all company policies and procedures
Perform other duties as assigned to meet business needs.
**Your key measure for the role**
Guest Satisfaction Survey Scores
Brand Standard Audit Scores
Your performance against your Goals
**You know youre doing a great job when**
You achieve a minimum of a P rating in your annual performance review
You are being recognised by guests for extraordinary hospitality and product knowledge
The overall hotel BSA, GSS, ESS and Trip Advisor goals are being achieved.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer todays traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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.