At Your Service Agent – JW Marriott Grosvenor House London


Job Number 19001AA8
Job Category Rooms and Guest Services Operations
Location JW Marriott Grosvenor House London| 86 Park Lane| London|
Greater London| United Kingdom
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.
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™.

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. Log all guest requests or issues into computer| contact
appropriate individual or department (e.g.| Bellperson| Housekeeping)| and
follow up with guest to ensure their request has been resolved to their
satisfaction. Provide information to guests about room features| property
amenities| and local areas of interest. May process food & beverage orders|
answer questions on menu selection and record transactions in point-of-sale
system. Assist guests with accessing internet and guestroom entertainment.
Follow up with guests to ensure their requests or problems have been met to
their satisfaction. Communicate parking procedures to guests/visitors.Assist
management in training| motivating| and coaching employees; and serve as a
role model. Report accidents| injuries| and unsafe work conditions to manager;
and maintain awareness of undesirable persons on property premises.

Follow all company policies and procedures| ensure uniform and personal
appearance are clean and professional| maintain confidentiality of proprietary
information| and protect company assets. Welcome and acknowledge all guests
according to company standards| anticipate and address guests’ service needs|
assist individuals with disabilities| and thank guests with genuine
appreciation. Speak with others using clear and professional language| and
answer telephones using appropriate etiquette. Develop and maintain positive
working relationships with others| and support team to reach common goals.
Comply with quality assurance expectations and standards. Read and visually
verify information in a variety of formats; stand| sit| or walk for an
extended period of time. Move| lift| carry| push| pull| and place objects
weighing less than or equal to 10 pounds without assistance. Perform other
reasonable job duties as requested by Supervisors.