Location
Pullman London St Pancras, London

Hours
Full Time

Salary
£20.29 per hour (£41,168 per annum)

About the Role
The Guest Experience and Marketing Executive is responsible for enhancing the overall guest journey while ensuring compliance with upscale and premium brand standards. This role manages guest feedback and reputation platforms, supports marketing initiatives, and drives service excellence through learning and development activities. As the hotel's champion for guest experience, quality assurance, and brand standards, you will lead LQA audit preparation, monitor guest satisfaction performance, and implement initiatives that strengthen guest loyalty, brand reputation, and operational excellence at Pullman London St Pancras.

Working closely with department leaders, you will promote a solution-focused culture of continuous improvement, innovation, and exceptional service delivery.

Key Responsibilities
- Lead and support all Guest Experience initiatives across the hotel including rooms, front office, and food and beverage outlets
- Support the Management team in driving a guest-centric culture and raise awareness among colleagues on the importance of exceptional service
- Balance administrative tasks with a visible presence on the hotel floor to observe service standards and interact with guests
- Deliver Guest Experience training for new employees and quarterly refreshers for all staff
- Champion internal communication of Guest Experience initiatives and performance
- Present updates and improvement opportunities during daily operational meetings and luxury/premium forums
- Facilitate weekly and monthly Guest Experience meetings ensuring Management Action Plans are developed and monitored
- Review guest satisfaction survey results and feedback daily to identify trends and areas for improvement
- Manage online reviews and collaborate with Heads of Departments for swift service recovery and prevention of recurring issues
- Gather direct guest feedback and introduce innovative methods for collecting insights
- Respond to guest feedback on social media platforms in collaboration with department heads
- Collaborate with Food & Beverage and Kitchen teams to design and print menus compliant with brand guidelines
- Support marketing initiatives and campaigns to enhance guest experience
- Assist in creating guest communication content, promotional materials, newsletters, and social media initiatives
- Act as the property's lead for LQA Audits, Accor Brand Assurance, and Quality Management programmes
- Maintain expert knowledge of luxury and premium brand standards and ensure their implementation
- Conduct self-assessments and quality reviews to ensure compliance
- Support preparation for LQA and mystery guest audits and follow up on Management Action Plans
- Deliver Brand Assurance and quality standards refresher training
- Support a positive learning culture and collaborate with L&D team to deliver training programmes
- Coordinate service excellence and guest experience training and participate in team-building activities

Experience
- Minimum 2 years' experience in upscale or luxury hospitality operations, guest experience, quality assurance, marketing, or learning and development
- Strong understanding of LQA standards, guest satisfaction programmes, and premium guest service delivery
- Experience managing guest feedback platforms and reputation management systems
- Advanced proficiency in Microsoft Office Suite, Outlook, and basic desktop publishing tools for menu creation
- Proven ability to analyse data, identify trends, and implement improvement initiatives

About you
- Strong communication, presentation, and facilitation skills
- Solution-focused with a passion for continuous improvement and innovation
- Ability to work collaboratively with multiple departments and lead initiatives
- Enthusiastic about delivering exceptional guest experiences and upholding brand standards

Qualifications
- Bachelor's Degree in Hospitality Management, Marketing, Business Administration, or a related field

Desirable
- Experience within a 4-star upscale or 5-star luxury hospitality environment
- Knowledge of TrustYou, OPERA, Canva, Indesign or similar systems
- Experience supporting hotel marketing activities and social media engagement
- Additional language skills, preferably another European language