POSITION SUMMARY
Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.
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. always Maintaining Marriott’s high standard of hospitality by providing engaging, compelling, and personalized 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.
SCOPE/BUSINESS CONTEXT
- A Full Time/Part Time position based at the London Marriott Hotel Grosvenor Square
- Number of Direct Reports - 0
- Titles of Direct Reports – 0
Experience:
- Previous experience working within a similar environment preferred
Skills and Knowledge
- Strong Communication skills (verbal, listening, writing)
- Innovative
- Pro-active and reliable
- Able to work alone and within a team
Education or Certification
- Good level of English essential
- Ability to use standard software applications and hotel systems e.g., Office, Delphi, Marsha, Opera, etc.
Guest Relations
- Actively listen and respond positively to guest questions, concerns, and requests using property specific process to resolve issues, delight, and build trust.
- Address guests' service needs in a professional, positive, and timely manner.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Assist other employees to ensure proper coverage and prompt guest service.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
- Thank guests with genuine appreciation and provide a fond farewell.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
- Communicate recommendations in a way that builds excitement and interest among guests and associates.
- Perform other reasonable duties as requested.
Guest Services
- Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
- Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
- Work flexible hours on a shift basis, including night shift, in accordance with the departmental rota.
- Complete all duties on required checklists 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 checklists within Front Desk & M Club areas
- Handles guest messages & wake up calls in accordance with LSOPs.
- 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
- 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.
Key Performance Competencies & Requirements
• Play an active role in day-to-day operations, ensuring their work is of high quality, maintaining & exceeding standards and meeting the expectations of the customers daily. • Develops specific goals and plans to prioritize, organize, and accomplish your work daily.
- Takes an active role in same day selling procedures to maximize room revenue and property occupancy.
- Utilizes interpersonal and communication skills to influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Develop & hold working technological skill sets within the Guest Services Departments. Play an active role in implementation of all related technology such as but not limited to: GXP Empower, Marriott Mobile App, Mobile Key, Opera Fidelio, MARSHA, related interfaces, guest Wi-Fi network and hotel & guest telephone systems.
- Informs and/or updates the managers on relevant information in a timely manner throughout their shift.
- Ensure correct process is always followed to ensure guest & hotel data protection protocol is always met.
• At all times strive to represent the Marriott in the most professional, courteous, and efficient manner possible. • Adhere to all company policies and procedures at all times
Ensuring Exceptional Customer Service
- Provides services that meet and exceed guest expectations at every turn, ensuring ongoing repeat business and loyalty from our guests.
- Improves service offering from all departments by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Support in the successful execution of the Marriott Bonvoy program within the hotel by holding detailed knowledge of all facets of the program, and ensuring all direct reports hold a good standard of knowledge to allow execution.
- Strives to improve service performance each day in their own actions.
- Ensures their work is compliant with all Front Desk, Switchboard Operations & M Club policies, standards and procedures including all relevant Brand Standards.
- To practice gracious hospitality and promote goodwill by being friendly, engaging, courteous and helpful to guests, managers, and fellow associates at all times. VIP/Concierge Services
- Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
- Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
Check-in/Check-out
- Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
- Organize and coordinate check-in/pre-registration procedures for arriving groups.
- Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
- Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
- Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
- Sell a room/accommodation to guests without reservations based on availability.
- 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.
- Verify and adjust billing for guests.
Cash Handling
- Process all payment types such as room charges, cash, checks, debit, or credit.
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Count bank at end of shift and secure bank. Balance and drop receipts according to Accounting specifications.
- Obtain manual authorizations and follow all Accounting procedures when computer system is down.
- Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
- 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.
- Adhere to the hotel credit policies and cash handling procedures at all times
- Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
- Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
Reports/Recordkeeping
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
- Run credit card authorization report and check for discrepancies.
- Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
- Print contingency lists to have a record of all guests in case of emergency.
Communications
- Provides assistance to coworkers, ensuring they understand their tasks.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
- Assist in the training of new employees when required.
Policies and Procedures
- Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
- Follow company and department policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Protect the privacy and security of guests and coworkers.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Safety and Security
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Responsible for the safe keeping of all keys.
- Maintain awareness of undesirable persons on property premises.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
CRITICAL COMPETENCIES
Analytical Skills
- Learning
- Decision-Making
- Problem Solving
- Computer Skills
- Basic Mathematics
Interpersonal Skills
- Customer Service Orientation
- Interpersonal Skills
- Team Work
- Diversity Relations
Communications
- English Language Proficiency
- Communication
- Listening
- Applied Reading
- Writing
Personal Attributes
- Integrity
- Dependability
- Positive Demeanor
- Presentation
- Adaptability/Flexibility
- Stress Tolerance
- Initiative
Organization
- Multi-Tasking Time Management
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 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. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
