AddressJob Number 24111957
Job Category Rooms & Guest Services Operations
Location W London, 10 Wardour Street, London, England, United Kingdom
Schedule Part-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY
Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.
You will be accountable for:
·Passionately and expertly creating a 5 star luxury guest experience, characterised by flawless efficiency and authentic emotional connection
·Taking ownership of any guest request which comes your way seeing it through until completion
·Maximising internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey
Your key responsibilities & contribution will be:
·Devising guest itineraries, making bookings and reservations while providing relevant recommendations to surprise and delight. Ensuring accuracy in the recording and communication of bookings.
·Promoting and nurturing positive relationships in the local area strengthening our position in the marketplace
·Having a thorough knowledge of the local area
·Confidently assisting with elements of the front desk operation including arrivals, check out and billing
·Driving revenue through upselling and cross selling.
·Communicating clearly with other teams and through RSM to ensure efficient service for our guests
·Seeking opportunities to surprise and delight our guests through whatever whenever programme.
·Meeting all service standards in every guest interaction
What you will need to do this role:
Essential:
·Minimum 3 years’ experience in a Front Desk related role in a luxury hospitality environment
·Excellent communication skills, both spoken and written with the ability to build rapport quickly and communicate well with people of all levels
·Enthusiastic and positive personality with the ability to build trusting relationships
·Ability to multi task and problem solve in a fast paced environment
·Keen eye for detail
·Previous experience of guest complaint handling and going the extra mile to meet guest needs
·Flexibility to work different shifts including night shifts
·Knowledge of OPERA PMS
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.
W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
