ADDITIONAL INFORMATION

Job Number25094782
Job CategoryRooms & Guest Services Operations
LocationJW Marriott Grosvenor House London, 86-90 Park Lane, London, London, United Kingdom, W1K 7TN
ScheduleFull Time
Located Remotely?N
Position Type Non-Management

JOB SUMMARY

To assist our guests efficiently, courteously, and professionally in all Concierges related functions. Each interaction is to be completed following quality assurance standards, exceeding our guests’ expectations, and promoting a professional and positive image of JW Marriott Grosvenor House London.

• Absorb information from colleagues and various external resources pertinent to the role of Concierge. Keep up to date with events in the surrounding area.
• To be empowered to deal with guests’ issues and problems, using the LEARN model, and seeking advice when unsure what to do.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Anticipate guests’ service needs by asking questions to better understand their requirements and watching/listening to guest preferences. Always act on these whenever possible.
• Be a mentor to new hires, support and encourage their learning.
• Maintain all logbooks.
• Be knowledgeable about the hotels dining option and be active in supporting them.
• Always ensure the immaculate appearance of lobby and Concierge Desk.
• Respond positively and provide timely and accurate information to guests upon request, which may include: Handling of guest messages, handling of guest mail and packages, information on local activities, storage of luggage, handling of guest laundry, confirming flight tickets, arranging transportation, obtaining theatre tickets and other forms of entertainment, arranging sightseeing trips, (list not exclusive).

EXPERIENCE:

• Previous experience working within a hotel front office environment or similar preferred.

SKILLS AND KNOWLEDGE:

• Strong communication skills, (verbal, written, listening)
• Customer service orientation and strong interpersonal skills
• Ability to work independently or as part of a team.
• Multitasking, organisational skills and time management skills
• Positive demeanour
• Proactive and reliable

EDUCATION:

• Good level of English essential

Please refer the Job description for details