Guest Arrival Expert London Marriott Canary Wharf

POSITION SUMMARY

Greet welcome all guests and ensure a hospitable and professional atmosphere in the concierge area. Serve all guests providing the highest level of service in an efficient and courteous manner while following Marriott standards procedures and policies at all times.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Coordinate tasks and work with other departments. Serve as a departmental role model. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance standards. Stand sit or walk for an extended period of time. Enter and locate information using computers and/or POS systems. 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.

CRITICAL TASKS

• Assist all Guests arriving by car taxi or limousine by opening the car door and helping to unload luggage in a professional and genuine manner. Extreme care and proper loading habits for protection of Guest property should be taken when luggage trolleys are in use.
• Use the correct luggage handling standards to record and store all Guest luggages on arrival departure and long-term storages.
• Assist Guests in arranging car services obtaining taxis assisting them as well with loading/offloading of luggage.
• Check and uncheck luggages for Guests.
• Provide directions maps and any other information as requested Well verse about the immediate and surrounding areas.
• Maintain a clear roadway directly in front of the Hotel entrance.
• Stay in position and be alerted to provide assistance.
• Handle all Guests requests and fulfill them swiftly.
• Be very knowledgeable about the Hotel and all our services.
• Be very knowledgeable about local area local events attractions sightseeing and cultural events.
• Uphold the hotels best interests by staying informed about contractual obligations and ensuring full compliance at all times.
• Adhere strictly to accident prevention protocols to maintain a safe environment.
• Maintain accurate and up-to-date documentation including logbooks handovers and checklists.
• Identify and acknowledge repeat guests VIPs and Elite Members ensuring familiarity with their preferences and special requests.
• Demonstrate strong knowledge of the Marriott Bonvoy Program and its benefits.
• Possess comprehensive understanding of Standard Operating Procedures (SOPs) and Local SOPs (LSOPs).
• Consistently represent Marriott with professionalism and courtesy in all interactions.
• Be capable of performing Concierge Guest Arrival Expert and Luggage Porter duties when required in line with business needs.
• Support guest services by answering in-house calls when necessary.
• Ensure cleanliness and presentation of all guest-facing areas including the Main Entrance Reception Lobby and Back Office.
• Work a minimum of 40 hours per week with flexibility to meet operational demands.
• Maintain flexibility in scheduling to support business requirements.
• Respond positively to reasonable management requests provided they fall within your capabilities.
• Collaborate effectively with all departments to deliver seamless guest experiences.
• Stay current with departmental cleaning and hygiene standards ensuring full compliance.

The following are specific responsibilities and contributions critical to the successful performance of the position:

1) Must use correct procedures for storing and delivering luggage and/or Guest items.

2) Must be aware of the hotel VIPs and all day-to-day meetings within the hotel.

3) Must be proactive in welcoming and greeting Guest at the Main Entrance.

4) Must be aware about restaurants bars and all attractions in the city.

5) Performs other related tasks as assigned by management.

6) Complies with Marriott International Hotels Limited Regional Office policies and procedures.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: Less than 1-year related work experience

Supervisory Experience: No supervisory experience.

License or Certification: None