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POSITION SUMMARY

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 Service Agent 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

A key guest facing associate position, responsible for providing world class customer service that surprises, delights and creates memories for the hotel guests on each and veery interaction. The role includes assisting our guests in a warm, engaging and professional manner in all Guest Service related functions within Front Desk, Switchboard Operations and M Club. Maintaining Marriott’s high standard of hospitality at all times by providing engaging, compelling and personalised service that exceeds expectations; to all guests including VIPs, Bonvoy Elite members, and long stay and repeat guests. A multi-faceted role that encompasses all aspect of Front Desk operations by driving innovative use of technology and classic hospitality skill sets to provide the highest quality of guest experience across the front of house operations at London Marriott Grosvenor Square

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

• Handle guest check-ins efficiently and in a professional manner, having a thorough knowledge of the Guest Services Standard Operational Procedures, Marriott Brand Standard processes and all registration requirements.
• Handle guest checkouts efficiently and in a professional manner, having a thorough knowledge of all checkout procedures (including express checkout).
• Be able to perform the duties of a room’s controller and allocate rooms accordingly to requests and availability. Assist leadership in the management of the room inventory during the day.
• Be trained and be able to process reservations admin such as routing, billing, Travel Agent processing, room rate uploading and all Marriott Bonvoy redemption processes.
• Responsible for the safe keeping of all keys.
• Work flexible hours on a shift basis, including night shift, in accordance with the departmental rota.
• Complete all duties on required check-lists within Guest Services department.
• Complete all duties listed on the Night Guest Service Agent checklist.
• Have knowledge of all current hotel rates, packages, discounts and vouchers.
• Adhere to the hotel credit policies and cash handling procedures at all times
• Develop and maintain knowledge of room types, room product & locations within the hotel. Develop a thorough knowledge of the hotel property, hotel staff, hotel services and the hours of operations.
• Have the knowledge and ability to complete all the duties on all associate check-lists within Front Desk & M Club areas
• Handles guest messages & wake up calls in accordance with LSOPs.
• Answer all phone calls to the Front Desk within 3 rings using correct telephone etiquette and 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 authorised by a manager.
• Handle any guest problems or complaints in a professional and hospitable manner. Ensure they are resolved and followed through using the LEARN and service excellence process.
• Understand and comply with the Hotel’s Fire and Safety procedures. To undergo training in all fire and security measures every quarter.
• Ensure the cleanliness and neatness of the Front Desk and all office areas.
• Maintain high standards of personal hygiene and wear proper uniform at all times (incl. Name badge). Adhere to the hotel’s grooming standards as stated in the associate handbook and any relevant departmental grooming standards.
• To be fully trained and knowledgeable in Empower GXP to be able to execute the key daily tasks related to the program. These tasks include but are not limited to: Handling CEC Customer Care Enquiries, Mobile Chat, entering guest requests, any Bonvoy program related promotion or benefit, pro-active chat and pre-arrival processes.
• Perform thorough and thoughtful pre-arrival processes as the operational LSOP’s require to ensure high level but contactless guest engagement.
• Participate in the Guest Satisfaction Survey Response process as required by departmental leadership.
• Manage all VIP preparation, arrival in house and departure processes as required by operational LSOP’s
• Process daily guest amenity requirements as required by operational LSOP’s
• Assist Guests with general enquiries and in accordance with Concierge arrange bookings. Be familiar with local area knowledge to answer any guest queries.
• Responsible for participating and supporting M Club operations if the operation has a need to schedule associate to an M Club shift or to assist when operations in M Club are exceptionally busy. Required to have a thorough knowledge of all M Club procedures and product offers and be able to perform all M Club duties if and when required to.

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 Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.