Guest Experience Expert Telephone Operator Grosvenor Square

LONDON MARRIOTT HOTEL GROSVENOR SQUARE PROUDLY MARRIOTT UNIQUELY GROSVENOR SQUARE

Experience 5-star service at the London Marriott Hotel Grosvenor Square. Perfectly situated in the upscale Mayfair neighbourhood minutes from Oxford Streets world-class shopping Hyde Park and iconic landmarks our newly refurbished bedrooms and suites are elegantly furnished and feature marble bathrooms signature bedding and deluxe amenities. Enjoy scenic views of Grosvenor Square or our private gardens; some suites boast balconies. Indulge in steakhouse dining at Gordon Ramsay Bar & Grill or sample modern fare at Lucky Cat by Gordon Ramsay an Asian Eating House and vibrant late-night lounge. Unwind with a craft cocktail after an exciting day in Mayfair London at our hotels 1920s-inspired award-winning speakeasy bar The Luggage Room. Discover 12109 square feet of high-tech recently renovated venue space at our hotel; our grand ballroom is imbued with natural daylight making it ideal for business or social gatherings. The London Marriott Hotel Grosvenor Square cant wait to welcome you to are part of Marriott International the worlds leading award winning hospitality company with more than 7000 properties across 130 countries and territories your career journey with Marriott. Your 5-star experience awaits.

We are now recruiting for a dynamic and passionate Guest Experience Expert Telephone Operatorto join our magnificent five-star luxury hotel. Have fun working alongside an award-winning team and enjoy a world where career progression opportunities and world class training is available to enjoy crafting bespoke journeys for you.

ARE YOU ELIGIBLE TO WORK IN THE UK

A points-based immigration system affecting the eligibility to apply to work in the UK has been introduced from 01 January 2022. Applicants with Irish citizenship an indefinite leave to enter the UK or an indefinite leave to remain in the UK are eligible to work in the UK including EU citizens who already lived in the UK by 31 December 2020. Please refer to the Home Office website for more details. You can also prove your right to work to employers by visiting the website.

JOB SUMMARY

Our jobs arent just about giving guests a smooth check-in and check-out. Instead we want to build an 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 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 Experience Experts to get it right for our guests and our business each and every time.

Answer record log and process all guest calls requests questions or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls screening calls do not disturb call forwarding conference calls TDD relay calls and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines check back with callers on hold to update status and offer to take a message. Receive record and relay messages accurately completely and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet transfer guests with problems to providers customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department 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. Dispatch bell staff or valet staff as needed

SKILLS EXPERIENCE AND QUALIFICATIONS

Experience:

• Previous experience working within a hotel environment preferred

Skills and Knowledge:

• Strong Communication skills (verbal listening writing) good telephone etiquette is vital for this role.
• Innovative
• Pro-active and reliable
• Able to work alone and within a team

Education or Certification:

• High school diploma/G.E.D. equivalent
• Ability to use standard software applications and hotel systems e.g. Office Delphi Marsha Opera etc

WHAT WE CAN OFFER YOU

Step into a world of opportunity with an award-winning international brand that truly values who you are. As part of Marriott International the worlds largest hospitality family youll discover endless possibilities to grow connect and shine.

We believe in celebrating individuality and helping you reach your full potential. Enjoy fabulous flexible benefits designed to support your well-beingboth inside and outside of work. At Marriott the sky isnt the limitits just the beginning.

FINANCIAL WELLNESS

• Competitive salary package
• 28days holiday including bank holidays increasing to a maximum of 35 days
• Accommodation Service Charge upon successful completion of probation
• Season ticket loans
• Discounted room rates for you & friends and family- why not we are after all the largest hotel company in the world!
• Recommend a friend scheme
• Complimentary dry cleaning- we do like to make an impression!
• Pension schemeto help you save for the future
• Life assurance
• Competitive car lease schemes
• Access to major high street discounts so you can treat your friends and family

CAREER GROWTH AND PROFESSIONAL ADVANCEMENT

• World-class international career opportunities within Marriott hotels tailored to your specific needs
• Professional learning and development opportunities- because a fulfilling career is so much more rewarding
• Tuition aid
• Unlock access to world-class trainers and elevate your potential
• Exclusive access to the worlds leading management minds

HEALTH WELLBEING AND SOCIAL IMPACT

• Complimentary meals on duty
• Flu vaccinations
• Complimentary use of the Gym - because your wellbeing is important
• Eye care vouchers
• Cycle to work scheme
• Creative workshops
• Support volunteer programmes like Magic Breakfast
• Community activities like canal cleaning volunteering at farms plogging and much more
• Plant a tree

RECOGNITION AND THE SOCIAL SCENE

• Annual parties Christmas lunches summer BBQs and Easter celebrations
• Length of service rewards and invitations to recognition events
• Monthly/yearly recognition schemes
• Discount in Gordon Ramsays Bar & Grill and The Lucky Cat
• Recognising personal milestones new baby wedding birthdays and anniversaries
• Retirement parties

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability veteran status or any other basis protected under federal state or local laws. #LIonsite