Guest Relations Executive Grosvenor Square London, England
Job description
Job Category Rooms & Guest Services Operations
Location London Marriott Hotel Grosvenor Square, Grosvenor Square, London, United Kingdom, United Kingdom VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
LONDON MARRIOTT HOTEL GROSVENOR SQUARE – PROUDLY MARRIOTT, UNIQUELY GROSVENOR SQUARE
Experience 5-star service at the London Marriott Hotel Grosvenor Square. Perfectly situated in the upscale Mayfair neighborhood, minutes from Oxford Street's world-class shopping, Hyde Park and iconic landmarks, our newly refurbished bedrooms and suites are elegantly furnished and feature marble bathrooms, signature bedding and deluxe amenities. Enjoy scenic views of Grosvenor Square or our private gardens; some suites boast balconies. Indulge in steakhouse dining at Gordon Ramsay Bar & Grill, or sample modern fare at Lucky Cat by Gordon Ramsay, an Asian Eating House and vibrant late-night lounge. Unwind with a craft cocktail after an exciting day in Mayfair, London at our hotel's 1920's-inspired award-winning speakeasy bar, The Luggage Room. Discover 12,109 square feet of high-tech, recently renovated venue space at our hotel; our grand ballroom is imbued with natural daylight, making it ideal for business or social gatherings. The London Marriott Hotel Grosvenor Square can't wait to welcome you to Mayfair. We are part of Marriott International, the world's leading, award winning, hospitality company with more than 7,000 properties across 130 countries and territories worldwide. Begin your career journey with Marriott. Your 5-star experience awaits.
We are now recruiting for a dynamic and passionate Guest Relations Executive to join our magnificent five-star, luxury hotel. Have fun working alongside an award-winning team and enjoy a world where career progression opportunities and world class training is available to you. We enjoy crafting bespoke journeys for you.
ARE YOU ELIGIBLE TO WORK IN THE UK?
A points-based immigration system affecting the eligibility to apply to work in the UK has been introduced from 01 January 2022. Applicants with Irish citizenship, an indefinite leave to enter the UK or an indefinite leave to remain in the UK are eligible to work in the UK including EU citizens who already lived in the UK by 31 December 2020. Please refer to the home Office website for more details. You can also prove your right to work to employers by visiting this website https://www.gov.uk/prove-right-to-work
JOB SUMMARY
To provide professional and personalized service to all guests specifically VIPs, Club Elite members, long stay and repeat guests. To be fully responsible for the smooth and efficient functioning of the Executive Lounge. To ensure those needs are met and exceeded for all Guests using the Executive Lounge and to be proactive in ensuring every Guest is satisfied. To be proactive with Guest-ware and the J4 programme to ensure that repeat Guests special requirements are met, acknowledged, and exceeded.
PREFERRED QUALIFICATIONS
- Previous experience working within a similar environment preferred.
- Strong Communication skills (verbal, listening, writing)
- Innovative
- Pro-active and reliable
- Able to work alone and within a team.
SPECIFIC DUTIES
- Perform all duties of the Receptionist/Cashiers, Guest Service Centre associate, Night Auditor and Business Centre associate.
- Ensure all SOPs within the Executive Lounge are adhered to, to ensure consistent levels of services are maintained at all times. Through constant measurement of GSS to maximize Guest’s Satisfaction.
- Due to the nature of our business, understand that work schedules and demands of the position may vary from time to time.
- Have knowledge of hotel rates, packages, discounts and vouchers.
- Adhere to the hotel credit policies and cash handling procedures.
- Have knowledge of room types and locations within the hotel.
- Facilitate 15-minute training to hotel about the Executive Lounge on a monthly basis.
- Attend daily shift briefs with Front Office.
- Ensure that all Guest’s receive personal service to the highest degree of courtesy and to be informed of the hotel’s facilities.
- Always use correct telephone etiquette ensuring that all LSOPs are adhered to.
- Assist in the training of new employees when required.
- Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorized by a manager.
- Develop basic knowledge of the Marsha reservation system.
- Report any unusual occurrences and/or requests to a manager.
- Perform any reasonable request as directed by management.
- Ensure the cleanliness and neatness of the Executive Lounge and offices.
- Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge).
- Develop a thorough knowledge of hotel property, hotel staff, hotel services and the hours of operations.
- Hand over any relevant information with necessary departments and associates.
- To have full knowledge of Guest-ware and to use information daily for follow up.
- To conduct daily courtesy calls to all departing Guest’s.
- Maintain and update J4 programme.
- All Guest concerns, complaints, and compliments to be actioned and addressed accordingly.
- To ensure that Health and Hygiene regulations are adhered to and work closely with F&B.
- To oversee all business facilities and ensure that equipment is maintained.
- Assist Guests with general enquires and in accordance with Concierge arrange bookings.
- Co-ordinate monthly theme nights with F&B.
- Have through knowledge of PMS and MARSHA and other Front Office systems.
- To assist Guest Relations team with other duties.
- Ensure Front Office team are trained in all Executive Lounge procedures.
WHAT WE CAN OFFER YOU
A unique opportunity to be part of an award-winning international brand where we celebrate your unique talent. Being part of Marriott International, the largest hospitality brand in the world opens doors of opportunity worldwide. The sky is your limit. You will have access to fabulous & flexible benefits to help you nurture your inner self.
- Competitive Salary + 28 days holiday including bank holidays increasing to a maximum of 35 days.
- Discount in Gordon Ramsay's Bar & Grill and The Lucky Cat
- Childcare Vouchers
- Length of service rewards and invitations to afternoon teas
- Monthly/yearly recognition schemes
- Extensive training both internally and externally
- World-class career opportunities internationally within Marriott hotels tailored to your specific needs.
- Heavily discounted room rates for you & friends and family
- Professional learning and development opportunities
- Complimentary meals on duty
- Complimentary dry cleaning
- Complimentary use of Gym - because your wellbeing is important.
- Annual parties, Christmas lunches, Summer BBQ's and Easter celebrations
- Pension scheme
- Life assurance
- Competitive car lease schemes
- Cycle to work scheme.
- Access to major high street discounts so you can treat your friends and family.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
