Night Porter - Concierge

We are hiring for a Night Porter Concierge

Based at The Sheraton Grand London Park Lane Hotel a Grand Experience Crafted in Mayfair.

Rewards for work. Benefits for your lifestyle

• Part of Marriott International the largest hospitality brand in the world this means national and internal promotion opportunities for the right candidates. The sky is your limit here
• World class training and development programmes tailored to enhancing your skills and help you grow within the Marriott family.
• Work alongside some amazing talent award winning experienced hospitality professionals
• Discounted room nights & food and beverage because your wellbeing means so much
• Complimentary laundry free meals on duty
• Access to fabulous and flexible benefits to help you in and out of work
• Eligible for Accommodation Service Charge

First impressions are everything. When guests arrive at our hotels we want that impression to be memorable. The same goes for departures. When guests leave we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. 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 Arrival 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 workplace following company policies and procedures maintaining confidentiality protecting company assets upholding quality standards and ensuring your uniform personal appearance and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts to get it right for our guests and our business each and every time.

Guest Relations

• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process to resolve issues delight and build trust.
• Address guests service needs in a professional positive and timely manner.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay property services and area attractions/offerings including social media where appropriate.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.

Guest Services

• Arrange transportation (e.g. taxi shuttle bus Uber) for guests/residents/visitors and record advance transportation request as needed.
• Contacts appropriate individual or department (e.g. Valet Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g. television remote control computer internet games etc. and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g. Engineering Security/Loss Prevention) as necessary.
• Contact appropriate individual or department (e.g. Valet Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.