Front Office Associate

Role overview

The London Heathrow Marriott is seeking a full-time Front Office Associate to deliver polished guest service at one of Marriott’s well-known hotel properties in Hayes, England. This position is built around creating positive first impressions, supporting smooth arrival and departure experiences, and helping guests feel well looked after throughout their stay. The working pattern is 40 hours per week.

Guest service duties

• Welcome guests warmly and manage check-in and check-out processes efficiently.
• Respond to guest questions, requests, and concerns in a timely, professional, and accurate manner.
• Work closely with other hotel teams so guest needs are handled quickly and smoothly.
• Provide proactive service by understanding guest expectations and aiming to exceed them.
• Deal with complaints with empathy and work toward a satisfactory resolution.
• Promote hotel facilities, services, and offerings to improve the guest experience and support revenue goals.
• Keep accurate records of guest interactions, transactions, and related follow-up.
• Review guest feedback and contribute to service improvements based on comments and suggestions.
• Support the onboarding and training of new team members on guest service standards and procedures.

Safety, conduct, and workplace standards

• Comply with all company rules, safety requirements, and security procedures.
• Escalate maintenance issues, accidents, injuries, and unsafe conditions to the manager.
• Complete required safety training and any related certifications.
• Maintain a tidy, professional uniform and personal presentation at all times.
• Protect confidential company information.
• Communicate clearly and professionally with colleagues and guests.
• Build positive working relationships and support team goals.
• Listen carefully to coworker concerns and respond appropriately.
• Work to meet Marriott’s quality standards and service expectations.

Benefits and employee support

• Complimentary meals while on duty.
• Uniform provided by the employer.
• Free access to the hotel leisure club and gym.
• Access to the Benefit HUB for discounts and special offers.
• Reduced rates across Marriott hotels worldwide, including 50% off at the on-site restaurant, Carluccio’s.
• Health insurance options for eligible employees, with vision and life insurance coverage available.
• Automatic pension enrolment into The People’s Pension after three months, with an additional option to join the Marriott UK Workplace ARC Pension Plan.
• Free, confidential employee assistance for matters such as financial guidance, stress, and health concerns.
• Career growth opportunities, including internal transfers within Marriott’s global network.
• Access to training and development programmes to build skills and support career progression.
• Complimentary parking on site.

Preferred background

Candidates are expected to have a high school diploma or equivalent GED qualification. At least one year of relevant customer service experience is preferred. No supervisory experience or special licence/certification is required.

Additional information

This is a Marriott International role at London Heathrow Marriott. The company promotes a people-first, inclusive workplace and does not discriminate on the basis of disability, veteran status, or any other protected category under applicable law. The hotel also highlights its sustainability efforts, including renewable energy use through rooftop windmills and solar panels, a rooftop greenhouse for fresh herbs and vegetables, water-saving bathroom fittings and a low-water laundry system, a food waste reduction initiative called the Food Waste Lab, and sustainable meeting spaces and event packages.

Marriott Bonvoy member benefits

The listing also mentions Marriott Bonvoy membership perks such as complimentary Wi-Fi, the ability to chat with the hotel through the Marriott Bonvoy app, exclusive member rates and discounts, and points earned on stays that can be redeemed for free nights, experiences, and more.