ADDITIONAL INFORMATION

Job Number25069579
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. 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.

• Prepare yourself for your daily shift by making sure there is a hand over between shifts and you pass on all necessary information, and you familiarise yourself with the daily brief sheet. Have detailed and up to date knowledge of all hotel services and functions at all times.
• Meet and greet every guest with a smile, ensure assistance is always offered. Follow the Symphony of Service components in ensuring open palm gestures, the escorting process, two handed deliveries are practiced.
• 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. Proactively offer support to guests with luggage and shopping bags as they enter the lobby.
• To be empowered to deal with guests’ issues and problems, using the LEARN model, and seeking advice when unsure what to do.
• To ensure compliance with quality assurance standards, including department checklists and brand standard audit requirements.
• Upon luggage delivery the full brand audit requirements are fulfilled with the guest being introduced to their room facilities. For occupied rooms, follow correct announcements when entering guest rooms
• Ensure the correct process is followed, have names recorded on luggage tickets and the correct tickets used. This includes the necessary questions being asked in ensuring long storage luggage is identified and recorded correctly with the correct ticket being completed. The correct ticket is to be given to the guest.
• For arriving guests, the guest is explained that the luggage ticket should be handed to the Front Desk Agent upon registering.
• Respond positively and provide timely luggage assistance to any guest who asks for it.
• Use guest names at all times and try and obtain guest name at every opportunity. luggage tickets must always have a guest name noted.
• Ensure luggage room is always secure and that all guests belongings are not left unattended in public spaces.
• Address and bring to the attention of your supervisor any unusual items stored in the luggage room (suspicious items or unusual items such as perishable items, large quantity of storage items)
• Be a mentor to new hires, support and encourage their learning.
• Maintain all logbooks.
• Always ensure the immaculate appearance of lobby, luggage room, and luggage elevator banks.
• Preform duties of a doorman in their absence.
• Delivery of newspapers, express check out folders, messages, packages etc. to guestrooms.
• Use the approved and correct stationary to advice of delivery attempt when DND/Privacy sign is in place

EXPERIENCE:

• Previous experience working within a customer service environment 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