Guest Services Agent

Do you have a passion for Front Office and providing exceptional service in a luxury setting? Then The Park Tower Knightsbridge, a Luxury Collection Hotel has an exciting opportunity for a Guest Service Agent to join our team.

As Guest Service Agent you will:

Be a key member of the Front Office and Front of House team within the hotel, reporting to the Front Office Manager.

Key tasks you will carry out:

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
• Secure payment; activate/reissue room keys.
• Ensure rates match market codes, document exceptions.
• Verify/adjust billing for guests.
• Communicate to appropriate staff when guests are waiting for an available room.
• Advise guest of messages.
• Clear departures in computer system.
• Coordinate with Housekeeping to track room status and guest concerns.
• File guest paperwork or documentation.
• Operate telephone switchboard station.
• Run and check daily reports, contingency lists, and credit card authorization reports.
• Supply guests with directions and information.
• Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
• Arrange transportation for guests/visitors.
• Count and secure bank at beginning and end of shift.
• Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change.
• Notify Loss Prevention/Security of any reports of theft.

In general you will:

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. 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.

What we’re looking for:

You will have previous experience of working within a hotel Front Desk, Front Office or Guest Services at a similar or entry level position.

Personality is the key to our roles, as is a genuine passion about people. You will have a welcoming personality; have excellent communication and presentation skills; be a team player and pride yourself on delivering exceptional service with genuine warmth. Excellent command of the English language is required. We want people who are confident, willing to multitask and undertake duties outside of the normal job description, are easy to be around and can really contribute to delivering on our strategy and objectives to support a successful hotel operation.

If this sounds like you we would look forward to hearing from you!

Please note that this position requires current right to work status in the UK and sponsorships are not provided.

In return for your hard work, we give you…

• Discounted accommodation in over 9,000 hotels all over the world. Yes, 9,000!
• £5 breakfast when staying in any of our European hotels
• Discounted food & drink in restaurants and bars at Marriott International hotels
• Discounts for your friends and family
• 28 Holiday days (increasing with length of service)
• Paid breaks and free meals on duty
• Employee Assistance Program
• Company Pension Scheme
• Cycle to Work and EyeCare schemes
• Access to Marriott BenefitHub giving discounts, rewards and perks on 1,000s of brands in a variety of categories
• Wellness and mental health programmes
• Amazing staff parties & activities
• Length of Service and monthly recognition awards and gifts
• World class training and development
• Unlimited career opportunities (internationally and locally)
• …and much more

Where you will work:

Situated in the heart of one of London's most alluring locales, The Park Tower Knightsbridge, which is part of Marriott International's Luxury Collection brand, is a stone's throw away from graceful Hyde Park, fabulous Harrods, Harvey Nichols and the chic dining haunts of the city's most stylish set. Timeless elegance and contemporary design blend seamlessly in our elegant lobby and reception area. Our iconic circular tower's 271 accommodations are all consistently spacious with open views of London. Suites include the distinguished service of the Park Tower Butler as well as breathtaking London skyline and Hyde Park views.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.