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

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 we’ve built our reputation and it’s 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 ‘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.


• If you’re 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 brand’s service standards at every moment, including knowledge of the hotel, it’s 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 International’s 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 International’s 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.

You’ll 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 menu’s 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 1:1’s is essential for you to have the knowledge you need in your role

You’ll 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 wouldn’t 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.


• You’re 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 you’re 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.