Guest Relations Manager - JW Marriott Grosvenor House
Guest Relations Manager - JW Marriott Grosvenor House
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Job Description
Guest Relations Manager EXPLORE MARRIOTT
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
JW Marriottis part of Marriott Internationals luxury portfolio and consists of more than 110 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youre happy our guests will be happy. Its as simple as that. Our hotels offer a work experience unlike any other where youll be part of a community and enjoy a true camaraderie with a diverse group of coworkers. 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. Thats The JW Treatment.
Grosvenor HouseLocated on Park Lane in the heart of Mayfair our distinguished 5star hotel offers exceptional accommodation epicurean delights and sweeping views over Hyde grand 5star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomescelebrities royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep the hotel is a stones throw from Bond Street Knightsbridge Regent Street Buckingham Palace V&A Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present and indulge in the inspired service and nourishing surroundings.
We are currently recruiting foran ambitious and passionate Guest Relations Managerwho strives to provide and inspire incredible guest service that creates truly memorable experiences for our guests. Join our amazing and diverse team and grow your career with Marriott International the worlds largest and most celebrated hospitality brand.
What we are looking for
- An individual with strong interpersonal skills and good people management ability
- Being innovative proactive and reliable able to work alone and within ateam.
- Sufficient experience in a similar position
- An ambassador who must have a passion forhospitality.
JOB SUMMARY
The Guest Relations Manager should offer a high level of both proactive and reactive customer service. They are expected to support and follow up with guests requests proactively identify ways that the guests stay can be made memorable as well as building relationships with VIP and highprofile guests offering the highest level of customer service. They should champion customer service within the hotel strive to make sure that every guest has a seamless experience enjoyable stay and their expectations exceeded.
- Communication of the guest complaints and follow through to all department heads and Executive office and ensuring that guest remarks are always updated.
- To make sure work is delegated accordingly and followed up within a time specified where required.
- Monitor and control departmental expenses as VIP gifts stationary etc.
- Recognize and communicate VIP guests and Marriott Bonvoy elite guests. Implement hotels VIP recognition and upgrade program appropriately. Ensure property leadership and other departments are aware of any VIP guests regular guests or guests who experienced challenges during previous stay.
- Compile and distribute list of anticipated services and amenities to relevant departments.
- Maintains high visibility in public areas during peak times (this could be in the lobby Executive Lounge banqueting space or any other area required.
- Interact with customers on a regular basis throughout the property to obtain feedback on quality of product service levels and overall satisfaction.
- Record guest issues in the guest response tracking system and follow up and notify others where required.
- Review comment cards and guest satisfaction results with front office management identify trends and make suggestions for improvement with a focus on continuous improvement.
- Make prearrival midstay and poststay calls to guests to ensure needs are met.
- Ensure that any outstanding requests or problems from the previous day receive priority and are resolved. Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Make decisions when dealing with guests and other departments commit to a course of action with information available.
- Keeps up to date on available resources that can help to better serve customers needs and to improve organizational performance. Make suggestions to improve our offering and stay competitive.
- Works to drive guest satisfaction scores but being mindful of department expenses and other hotel goals.
- Respond to requests for special arrangements or services by planning or identifying appropriate providers.
CANDIDATE PROFILE
Experience:
- Previous experience working within a guest relations/customer experience department or hotel Front Office essential.
- Experience supervising a team preferred.
Skills and Knowledge:
- Strong communication skills (verbal written listening)
- Customer service orientation and strong interpersonal skills
- Ability to work alone as part of a team.
- Multitasking organisational skills and time management skills
- Positive demeanour
- Good influencing skills conflict resolution and negotiation skills.
- Stress management and the ability to make decisions under pressure.
- Dependability and reliability.
- Innovative and proactive.
REWARDS FOR WORK BENEFITS FOR YOUR LIFESTYLE
As a worldclass leader in the travel industry theres no better place than Marriott International to make your mark. Joining us youll get to entertain and meet people from all over the world as you build your experience. Youll find a place where your personality and ideas are appreciated just as much as the work you do. Youll grow through opportunities to explore the business opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others we welcome you to join our global family.
Well support you in and out of the workplace by offering:
- Teamspirited coworkers
- Encouraging management
- Wellbeing programs
- Comprehensive Training and Development program
- Marriott Discount Card enabling to benefits from hotel room gift shops and F&B across 130 countries.
- Recognition programs
- Meals at work
- Uniform
- Enrolment of Perks at Work Access to unlimited deals of retailers and more
- 20 days holiday increasing with service
- Cycle to work scheme
- Pension & Life Assurance
- Awards and recognition celebrations and many more.
Our highest priority is making you feel as welcome as our guests. We want you to know youre important to us and that youll make an impact in your role and for that youll be appreciated and valued.
Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive peoplefirst are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.
Required Experience:
Manager
Employment Type
Full-Time
