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About the Role

We are seeking an experienced Guest Experience Expert Telephone Operator for night shifts at a five-star, luxurious boutique hotel. This role offers career progression and world-class training within a supportive team environment.

Responsibilities

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Operate telephone switchboard, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension.
• Receive, record, and relay messages accurately.
• Log all guest requests or issues into the computer, contact the appropriate individual or department, and follow up with the guest to ensure resolution.
• Provide guests with information about room features, property amenities, and local areas of interest.
• Process room service orders, answer questions on menu selection, and record transactions in the point-of-sale system.
• Assist guests with accessing internet and guestroom entertainment.
• Follow all company policies and procedures.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information and 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 and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Support teams to reach common goals.
• Comply with quality assurance expectations and standards.
• Read and visually verify information in a variety of formats.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Requirements

• Previous experience working within a 5-star hotel/Luxury hotel preferred.
• Good command of the English language essential.
• High school diploma/G.E.D. equivalent.
• Eligible to work in the UK.

Skills

• Strong Communication skills (verbal, listening, writing)
• Innovative
• Pro-active, reliable and flexible
• Able to work alone and within a team

Location

• London

Work Type

• Night shift

Experience Level

• Experienced

Education Level

• High school diploma/G.E.D. equivalent

Benefits

• 28 days 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
• Discount in Lanes of London
• Recommend a friend scheme
• Complimentary dry cleaning
• Competitive car lease schemes
• Access to major high street discounts
• Professional learning and development opportunities
• Tuition aid
• Complimentary meals on duty
• Eye care vouchers
• Cycle to work scheme
• Creative workshops
• Support volunteer programmes like Magic Breakfast
• Community activities
• Plant a tree
• Annual parties, Christmas lunches, summer BBQ's and Easter celebrations
• Length of service rewards and invitations to recognition events
• Monthly/yearly recognition schemes
• Recognising personal milestones
• Retirement parties

About the Company

• Marriott International is the world's leading, award winning, hospitality company with more than 7,000 properties across 130 countries and territories worldwide.
• London Marriott Hotel Park Lane is a 5-star hotel located in Mayfair, offering bespoke luxury amenities and close proximity to London's attractions.
• 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.
• 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.

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.
• We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.