At Your Service / Switchboard Supervisor - JW Marriott Grosvenor House

at  Marriott International Inc

Job Number 24182921
Job Category Rooms & Guest Services Operations
Location JW Marriott Grosvenor House London, 86-90 Park Lane, London, London, United Kingdom VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY

• Answer, record and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices
• Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension.
• Receive, record, and relay messages accurately and in a timely manner.
• Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Be a role model within the department, assisting the team to perform their role when required
• Have a flexible approach to your job
• Support the Welcome Office with the daily operation where necessary, including processing Mobile check-in, check-out, answering the telephone and handling guest complaints
• Be a JW brand ambassador, ensuring the brand’s voice is present in your interactions with guests and talent
• Providing support in leading the At Your Service team with assisting guest queries, ranging from billing enquiries, in-house guest requests, connecting calls to relevant departments.
• Assisting the At Your Service Manager with training for the team
• Ensuring that business centre is fully stocked with stationery, liaising with the purchasing team.
• Assisting business centre guests with general administration assistance.
• Proving daily support to Guest Relations with pre-arrivals and amenities for rooms
• Making sure the teams action all daily admin tasks
• Maintaining a consistent 24 hour response time to all e-mails.
• Deputising for At Your Service Manager in their absence

EXPERIENCE

• Previous experience working within a Reservations or Front Desk preferred. Basic Fidelio and Marsha knowledge essential.

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

Please refer the Job description for details