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Job Number 19001938
Job Category Rooms and Guest Services Operations
Location London Marriott Hotel Park Lane| 140 Park Lane| London| Greater
London| United Kingdom
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Relocation? Yes
Position Type Management
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.
JOB SUMMARY
Supports all property operations| ensuring that the highest levels of
hospitality and service are provided. Manages the flow of questions and
directs guests within the lobby. Supports the tracking and resolution of
service issues.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 1 year experience in the guest services| front
desk| or related professional area.
OR
• 2-year degree from an accredited university in Hotel and Restaurant
Management| Hospitality| Business Administration| or related major; no work
experience required.
CORE WORK ACTIVITIES
Managing Guest Services and Front Desk Operations
• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust| respect| and cooperation among team
members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Understanding employee positions well
enough to perform duties in employees| absence.
Maintaining Guest Services and Front Desk Goals
• Manages day-to-day operations| ensuring the quality| standards and meeting
the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize| organize| and accomplish
your work.
• Supports handling complaints| settling disputes| and resolving grievances
and conflicts| or otherwise negotiating with others.
• Assists with energy conservation efforts by monitoring compliance during
property tours.
Supporting Projects and Policies Related to Guest Experience and Safety
• Supports implementation of the customer recognition/service program|
communicating and ensuring the process.
• Supports regular inspection tours of the entire facility for appearance|
safety| staffing| security| and maintenance.
• Sends copy of MOD report to all departments on a daily basis.
• Ensures compliance with all policies| standards and procedures.
• Understands and can implement all emergency plans including accident| death|
elevator| thefts| vicious crimes| bombs| fire| etc.
• Understands and complies with loss prevention policies and procedures.
Ensuring and Providing Exceptional Customer Service
• Provides services that are above and beyond for customer satisfaction and
retention.
• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.
• Intervenes in any guest/employee situation as needed to insure the integrity
of the property is maintained| guest satisfaction is achieved| and employee
well being is preserved.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to
individuals.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to
obtain feedback on quality of product| service levels and overall
satisfaction.
• Records guest issues in the guest response tracking system.
• Reviews comment cards and guest satisfaction results with employees.
• Emphasizes guest satisfaction during all departmental meetings and focuses
on continuous improvement.
Managing and Conducting Human Resource Activities
• Identifies the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates| including setting
performance standards and monitoring performance.
• Assists as needed in the interviewing and hiring of employee team members
with the appropriate skills.
Additional Responsibilities
• Provides information to supervisors| co-workers| and subordinates by
telephone| in written form| e-mail| or in person.
• Analyzes information and evaluating results to choose the best solution and
solve problems.
• Informs and/or updating the executives| the peers and the subordinates on
relevant information in a timely manner.
• Maintains a strong working relationship with all departments to support
property operations and goals and to expedite the resolution of any problems
that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate
department in a timely manner.
• Participates as needed in the investigation of employee and guest accidents.
• Performs Front Desk duties in high demand times.
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