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About the Role

A key guest-facing associate position responsible for providing world-class customer service that surprises, delights, and creates memories for hotel guests. The role includes assisting guests in a warm, engaging, and professional manner across Front Desk, Switchboard Operations, and M Club functions. This role maintains Marriott's high standards of hospitality by providing personalized service that exceeds expectations for all guests, including VIPs, Bonvoy Elite members, and long-stay/repeat guests. It encompasses all aspects of Front Desk operations by driving innovative use of technology and classic hospitality skill sets to provide the highest quality guest experience across front-of-house operations.

Responsibilities

Actively listen and respond positively to guest questions, concerns, and requests using property-specific processes 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 to better understand their needs and observing/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 guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Stay up-to-date on the local area to provide specific recommendations for guests.
Communicate recommendations in a way that builds excitement and interest among guests and associates.
Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation requests as needed.
Contact appropriate individual or department as necessary to resolve guest calls, requests, or problems.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Manage access to technological devices within public spaces and provide basic troubleshooting assistance or refer to the appropriate individual or department.
Work flexible hours on a shift basis, including night shifts, in accordance with the departmental rota.
Complete all duties on required checklists within Guest Services and Night Guest Service Agent checklists.
Maintain knowledge of all current hotel rates, packages, discounts, and vouchers.
Adhere to hotel credit policies and cash handling procedures at all times.
Develop and maintain knowledge of room types, room product & locations within the hotel, as well as the hotel property, staff, services, and hours of operation.
Handle guest messages & wake-up calls in accordance with LSOPs.
Execute key daily tasks related to the GXP Empower program, including handling CEC Customer Care Enquiries, Mobile Chat, entering guest requests, Bonvoy program promotions/benefits, pro-active chat, and pre-arrival processes.
Perform thorough and thoughtful pre-arrival processes as required to ensure high-level but contactless guest engagement.
Participate in the Guest Satisfaction Survey Response process as required.
Manage all VIP preparation, arrival, in-house, and departure processes as required.
Process daily guest amenity requirements as required.
Participate and support M Club operations, including performing all M Club duties if and when required.
Play an active role in day-to-day operations, ensuring work is of high quality, maintaining & exceeding standards, and meeting customer expectations daily.
Develop specific goals and plans to prioritize, organize, and accomplish work daily.
Take an active role in same-day selling procedures to maximize room revenue and property occupancy.
Utilize interpersonal and communication skills to influence and encourage others; advocate sound financial/business decision-making; demonstrate honesty/integrity.
Encourage and build mutual trust, respect, and cooperation among team members.
Develop and maintain working technological skill sets within the Guest Services Departments, playing an active role in the implementation of all related technology.
Inform and/or update managers on relevant information in a timely manner throughout their shift.
Ensure correct processes are always followed to meet guest & hotel data protection protocols.
Strive to represent the Marriott in the most professional, courteous, and efficient manner possible at all times.
Provides services that meet and exceed guest expectations at every turn, ensuring ongoing repeat business and loyalty.
Improves service offering from all departments by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Support the successful execution of the Marriott Bonvoy program within the hotel.
Strive to improve service performance each day in their own actions.
Ensure work is compliant with all Front Desk, Switchboard Operations & M Club policies, standards, and procedures, including all relevant Brand Standards.
Practice gracious hospitality and promote goodwill by being friendly, engaging, courteous, and helpful to guests, managers, and fellow associates at all times.
Gather, summarize, and utilize information about the property and surrounding area amenities, including special events and activities.
Respond to guest requests for special arrangements or services by making arrangements or identifying appropriate providers.
Keep track of changes in room status for Housekeeping.
Organize and coordinate check-in/pre-registration procedures for arriving groups.
Process all check-outs including express check-outs, resolving any late and disputed charges, settling accounts, retrieving room keys, and requesting comments on the guest's stay.
Process all guest check-ins by confirming reservations in the computer system, verifying guest identity, requesting form of payment, assigning rooms, and issuing room keys in accordance with property policies and procedures.
Secure a valid form of payment prior to issuing room keys.
Sell rooms/accommodations to guests without reservations based on availability.
Perform the duties of a rooms controller and allocate rooms accordingly to requests and availability.
Assist leadership in the management of room inventory during the day.
Verify and adjust billing for guests.
Process all payment types such as room charges, cash, checks, debit, or credit.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Count bank at end of shift and secure bank.
Balance and drop receipts according to Accounting specifications.
Obtain manual authorizations and follow all Accounting procedures when the computer system is down.
Count bank at the beginning of shift to ensure amounts are correct and there is adequate change.
Process reservations admin such as routing, billing, Travel Agent processing, room rate uploading, and all Marriott Bonvoy redemption processes.
Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Run credit card authorization report and check for discrepancies.
Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
Print contingency lists to have a record of all guests in case of emergency.
Provides assistance to coworkers, ensuring they understand their tasks.
Speak to guests and coworkers using clear, appropriate, and professional language.
Instruct guests on how to access the internet.
Answer telephones using appropriate etiquette.
Support all coworkers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
Assist in the training of new employees when required.
Ensure uniform, nametags, and personal appearance are clean, hygienic, and professional.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Protect the privacy and security of guests and coworkers.
Comply with quality assurance expectations and standards.
Follow property-specific procedures for handling emergency situations.
Responsible for the safe keeping of all keys.
Maintain awareness of undesirable persons on property premises.
Report work-related accidents or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Requirements

Previous experience working within a similar environment preferred.
Good level of English essential.
Ability to use standard software applications and hotel systems e.g., Office, Delphi, Marsha, Opera, etc.
Play an active role in day-to-day operations, ensuring their work is of high quality, maintaining & exceeding standards and meeting the expectations of the customers daily.
Develops specific goals and plans to prioritize, organize, and accomplish your work daily.
Takes an active role in same day selling procedures to maximize room revenue and property occupancy.
Utilizes interpersonal and communication skills to influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity.
Encourages and builds mutual trust, respect, and cooperation among team members.
Develop & hold working technological skill sets within the Guest Services Departments. Play an active role in implementation of all related technology such as but not limited to: GXP Empower, Marriott Mobile App, Mobile Key, Opera Fidelio, MARSHA, related interfaces, guest Wi-Fi network and hotel & guest telephone systems.
Informs and/or updates the managers on relevant information in a timely manner throughout their shift.
Ensure correct process is always followed to ensure guest & hotel data protection protocol is always met.
At all times strive to represent the Marriott in the most professional, courteous, and efficient manner possible.
Adhere to all company policies and procedures at all times
Provides services that meet and exceed guest expectations at every turn, ensuring ongoing repeat business and loyalty from our guests.
Improves service offering from all departments by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Support in the successful execution of the Marriott Bonvoy program within the hotel by holding detailed knowledge of all facets of the program, and ensuring all direct reports hold a good standard of knowledge to allow execution.
Strives to improve service performance each day in their own actions.
Ensures their work is compliant with all Front Desk, Switchboard Operations & M Club policies, standards and procedures including all relevant Brand Standards.
To practice gracious hospitality and promote goodwill by being friendly, engaging, courteous and helpful to guests, managers, and fellow associates at all times.
Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Organize and coordinate check-in/pre-registration procedures for arriving groups.
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
Sell a room/accommodation to guests without reservations based on availability.
Be able to perform the duties of a room’s controller and allocate rooms accordingly to requests and availability.
Assist leadership in the management of the room inventory during the day.
Verify and adjust billing for guests
Process all payment types such as room charges, cash, checks, debit, or credit.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Count bank at end of shift and secure bank.
Balance and drop receipts according to Accounting specifications.
Obtain manual authorizations and follow all Accounting procedures when computer system is down.
Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
Be trained and be able to process reservations admin such as routing, billing, Travel Agent processing, room rate uploading and all Marriott Bonvoy redemption processes.
Adhere to the hotel credit policies and cash handling procedures at all times
Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Run credit card authorization report and check for discrepancies.
Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
Print contingency lists to have a record of all guests in case of emergency.
Provides assistance to coworkers, ensuring they understand their tasks.
Speak to guests and co-workers using clear, appropriate and professional language.
Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
Assist in the training of new employees when required.
Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Protect the privacy and security of guests and coworkers.
Comply with quality assurance expectations and standards.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Responsible for the safe keeping of all keys.
Maintain awareness of undesirable persons on property premises.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Skills

Strong Communication skills (verbal, listening, writing)
Innovative
Pro-active and reliable
Able to work alone and within a team
Computer Skills
Basic Mathematics
Customer Service Orientation
Team Work
Diversity Relations
English Language Proficiency
Listening
Applied Reading
Writing
Integrity
Dependability
Positive Demeanor
Presentation
Adaptability/Flexibility
Stress Tolerance
Initiative
Multi-Tasking
Time Management

Location

London

Work Type

Full Time
Part Time

Experience Level

No related work experience is required
No supervisory experience is required

Education Level

Diploma or equivalent

About the Company

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.