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About the Role

Join the Front Office team at London Marriott Hotel Grosvenor Square as a Guest Experience Expert, where you will create memorable stays through exceptional service from check-in to check-out. As the face of the hotel, you will welcome guests, handle enquiries, provide local recommendations, manage reservations and payments, and deliver personalised experiences that exceed expectations. We are looking for a proactive, friendly, and professional individual with strong communication skills, a passion for hospitality, and a commitment to delivering outstanding guest satisfaction in a fast-paced luxury hotel environment.

Responsibilities

Welcome guests warmly and deliver exceptional service throughout their stay, creating memorable and personalised experiences.
Manage guest check-ins and check-outs efficiently, ensuring accuracy and compliance with hotel procedures.
Respond promptly to guest enquiries, requests, and concerns, resolving issues with professionalism and care.
Promote hotel facilities, services, and local attractions to enhance the guest experience and drive engagement.
Coordinate with Housekeeping, Engineering, Security, and other departments to ensure seamless guest service.
Process reservations, payments, room allocations, and billing transactions in accordance with company policies.
Maintain accurate guest records and complete operational reports, checklists, and administrative tasks as required.
Support Marriott Bonvoy initiatives, VIP arrivals, and guest engagement programmes to maximise satisfaction and loyalty.

Requirements

Previous experience in a customer-facing role, preferably within hospitality, hotels, or luxury service environments.
Excellent verbal and written communication skills with a strong focus on guest satisfaction.
Strong problem-solving skills and the ability to resolve guest concerns in a professional manner.
Ability to work effectively in a fast-paced environment while maintaining attention to detail.
Proficiency in Microsoft Office applications and hotel property management systems.
Strong organisational skills with the ability to multitask and prioritise workload.
Flexibility to work shifts, including evenings, weekends, bank holidays, and overnight shifts.
Right to work in the United Kingdom.
Experience with Opera PMS and knowledge of Marriott Bonvoy programmes would be advantageous.
Previous experience working within a similar environment preferred, luxury hotel experience preferred.
Good level of English essential.
Ability to use standard software applications and hotel systems e.g., Office, Delphi, Marsha, Opera, etc.
Applicants with Irish citizenship, an indefinite leave to 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.

Skills

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

Location

London

Work Type

Full-time
Shift work

Experience Level

Previous experience in a customer-facing role
Luxury hotel experience preferred

Education Level

Good level of English

Salary/Compensations

Competitive salary package
Service Charge upon successful completion of probation

Benefits

Explore by Marriott Bonvoy™ benefits (special room rates, discounts on food and beverage, experiences)
Paid leave for vacations, sick time, holidays
Global TakeCare platform (wellbeing activities and resources)
28 days holiday including bank holidays increasing to a maximum of 35 days
Season ticket loans
Discounted room rates for you & friends and family
Competitive car lease schemes
Recommend a friend scheme
Complimentary dry cleaning
Pension & life assurance scheme
Access to major high street discounts
World-class international career opportunities
Professional learning and development opportunities
Tuition aid
Complimentary meals on duty
Flu vaccinations
Complimentary use of the Gym
Eye care vouchers
Cycle to work scheme
Creative workshops
Support volunteer programmes
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
Discount in Gordon Ramsay's Bar & Grill and The Lucky Cat
Recognising personal milestones
Retirement parties

About the Company

At Marriott Hotels, we believe our legacy is built by the people who bring it to life every day.
As part of a team that has helped shape the future of hospitality, you will be empowered to make an impact, share your ideas and elevate every guest experience.
Whether you are developing your expertise, discovering a new role, moving between hotels or pursuing opportunities around the world, we support you at every stage of your journey.
As part of the Marriott International family, Marriott offers more than a job.
It is an opportunity to be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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.
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.
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.

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.