At Your Service Agent
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At Your Service Agent

About the job

To serve as the main point of contact for all guest requests and needs, including answering calls, dispatching requests and following up to ensure guests satisfaction with results.


CANDIDATE PROFILE
Experience:
Previous experience working within a Front Office or a Call Center environment preferred

Skills and Knowledge
• Strong Communication skills (verbal, listening, writing)
• Innovative
• Out of the box thinker
• Pro-active and reliable
• Able to work alone and within a team
Education or Certification
• Good level of English essential

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.

About you

• To maintain a high standard of personal appearance and hygiene, meeting the hotels grooming and uniform standards.

• To answer all calls in courteous and efficient manner using the correct telephone etiquette.

• To be a competent key person within the At Your Service department, able to communicate and find answers in an efficient and professional way.

• To ensure that clear, complete and legible information is taken from the guest and is forwarded to the appropriate personnel to satisfy the request and or to resolve the issue.

• Ensure all guest experiencing a problem receive an appropriate response and recorded in the Espresso! system. The guest received the promised compensation and all guests receive appropriate follow up in a timely and professional manner.

• To ensure that daily record sheets are filled out correctly and filed accordingly.

• Assist in the maintenance and upkeep of bulletin boards and or other visual representations of information.

• To note any outstanding issues and supply shortages etc.

• Maintain a hand over log for the next shift, noting any services that are pending to ensure follow up.

• Utilise all available resources to follow up on previous shift requests and pending issues.

• Handle all emergencies according to procedures.

• Ensure that you have an excellent knowledge of products and services available both internally and externally.

• To carry out, within your capability, all reasonable requests by Supervisors and Managers.
  • Language required: English.

The company

Grosvenor House, A JW Marriott Hotel is one of London’s most iconic hotels. Centrally located in the heart of London overlooking Hyde Park in exclusive Mayfair, it holds one of the capital’s most desirable addresses in ‘Park Lane’. With a rich history and built to the designs of L. Rome Guthrie and Sir Edwin Lutyens from 1927 and 1929, Grosvenor House, A JW Marriott Hotel has long held its position as a leader in Central London luxury hotels.

The hotel boasts 496 luxurious guest rooms including 73 suites, and offers a wide array of culinary experiences, from elegant, award-winning afternoon tea or a glass of Champagne in The Park Room to an evening cognac at the The Library Bar. For a fantastic dinner, JW Steakhouse embodies the hotel’s historical American connections, allowing guests to indulge in London’s finest steaks in a classic American steak house setting. For a more traditional British setting, enjoy a delicious international meal at Corrigan’s Mayfair. For a drink, enjoy one of the many Bourbons on offer at the Bourbon Bar or experience the famous Red Bar and its unique cocktails.

Near to everything, convenient for everyone, the hotel has an unrivaled range of entertaining space. With 20 meeting rooms in 86 Park Lane including the famous Great Room and the Ballroom, totaling 5,660 square meters, it is one of the most flexible and elegant venues in London for a business or social event, whether entertaining on the grandest scale or working one to one.

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At Your Service Agent

London, United Kingdom

Full-time, Indefinite

Start Date:

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