Reports To: Operations Manager
Property / Location: Pullman London St Pancras
Position Summary
The Guest Experience and Marketing Executive is responsible for enhancing the overall guest journey, ensuring compliance with upscale and premium brand standards, managing guest feedback and reputation platforms, supporting marketing initiatives, and driving service excellence through learning and development activities.
Serving as the hotel's champion for guest experience, quality assurance, and brand standards, this role leads LQA audit preparation, monitors guest satisfaction performance, and implements initiatives that strengthen guest loyalty, brand reputation, and operational excellence at Pullman London St Pancras. Working closely with department leaders, the Guest Experience and Marketing Executive promotes a solution-focused culture of continuous improvement, innovation, and exceptional service delivery.
Key Responsibilities
Guest Experience & Operational Presence
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 creating awareness among all colleagues on the importance of delivering exceptional service.
Manage time effectively to balance administrative, desk-related tasks with a highly visible and active presence on the hotel floor to observe service standards and interact with guests.
Deliver Guest Experience training for new employees and refresh trainings for all hotel staff quarterly.
Champion internal communication of Guest Experience initiatives and performance.
Present Guest Experience updates, successes, and improvement opportunities during daily operational meetings and luxury/premium forums.
Facilitate weekly and monthly Guest Experience meetings, ensuring Management Action Plans are developed, implemented, and monitored.
Review Management & Service Recovery
Review Guest Satisfaction Survey results and guest feedback daily, identifying trends, opportunities, and areas of concern.
Address and route daily online reviews and surveys directly to the specific responsible departments.
Work closely in collaboration with Heads of Departments to execute swift service recovery actions and implement permanent preventions for recurring issues.
Gather direct guest feedback and introduce innovative methods for collecting guest insights across the property.
Answer to the guest feedback on social media platforms in collaboration with HOD’s.
Monitor guest service recovery actions and ensure timely, professional follow-up.
Food & Beverage Marketing Support
Collaborate closely with the Food & Beverage and Kitchen teams to design, create, and print all restaurant, bar, and event menus ensuring strict compliance with brand guidelines for GA KingsX Bar & Kitchen.
Support the development and execution of guest-focused marketing initiatives and campaigns that enhance the guest experience.
Collaborate with Sales, Marketing, and Operations teams to promote hotel events, services, and guest engagement opportunities.
Assist in the creation of guest communication content, promotional materials, hotel newsletters, and social media initiatives.
Quality Assurance & LQA Audits
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 throughout the hotel.
Conduct regular self-assessments and quality reviews to ensure compliance with brand standards.
Support Department Heads in preparing for LQA and mystery guest audits, following up closely on departmental Management Action Plans after audit results.
Deliver Brand Assurance and quality standards refresher training sessions.
Learning & Development
Support the creation of a positive learning culture throughout the hotel.
Collaborate with L&D team to deliver Heartist training and other Accor brand culture programmes if required.
Coordinate and facilitate service excellence, guest experience training programmes.
Participate in organising team-building activities, workshops, and learning events.