Marriott International

Manages and franchises hotels around the world

Guest Arrival Expert

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeLondon, UK£12.86 /hrIn-person

About the Job

Requirements

Previous experience working within a five-star hotel is preferred but not essential.
Strong verbal, listening, and written communication skills.
Must be innovative, proactive, and reliable.
Must be able to work alone and within a team.
Must be physically fit.
A good level of English is essential.
Must be flexible about the work schedule.
Must work normally not less than 40 hours per week.

Responsibilities

Welcome guests and ensure a hospitable and professional atmosphere in the concierge area, providing courteous and efficient service in accordance with Marriott standards, procedures, and policies.
Assist guests arriving by car, taxi, or limousine by opening car doors and unloading luggage; take care to protect guests' property and load luggage trolleys properly.
Record and store guest luggage on arrival and departure and provide long-term luggage storage using the correct handling standards.
Assist guests in obtaining taxis when a doorman is unavailable and assist with loading luggage when necessary.
Check and uncheck luggage for guests.
Provide directions, maps, and information about the immediate and surrounding areas as requested.
Keep the roadway directly in front of the hotel entrance clear.
Remain at the assigned position and stay alert to provide assistance.
Handle guest requests and fulfill them as quickly as possible.
Maintain detailed knowledge of the hotel, its services, local areas, events, attractions, sightseeing, cultural events, and hotel contracts; follow the contracts at all times.
Follow accident-prevention guidelines.
Maintain logbooks, handovers, and checklists.
Recognize repeat guests, VIPs, and Elite Members and be aware of their special requests.
Maintain knowledge of the Marriott Bonvoy Program, standard operating procedures, and local standard operating procedures.
Represent Marriott professionally and courteously.
Perform basic concierge and doorman duties and provide cover when required and instructed based on business needs.
Answer in-house guest calls when the Front Desk is busy.
Keep reception, lobby, and back-office areas clean and comply with applicable cleaning and hygiene requirements.
Work collaboratively with other departments to provide seamless guest service throughout each stay.
Carry out other related tasks assigned by management.
Comply with Marriott International Hotels Limited Regional Office policies and procedures.

Desired Qualifications

Previous experience working within a five-star hotel is preferred but not essential.

JOB SUMMARY

Great, welcome all guests, and ensure a hospitable and professional atmosphere in the concierge area. Serve all guests providing the highest level of service in an efficient and courteous manner while following Marriott standards, procedures and policies at all times.

SCOPE/BUSINESS CONTEXT

A Full-Time position based at the London Marriott Hotel Canary Wharf and Executive Apartments
Number of Direct Reports - 1
Titles of Direct Reports – 1

CANDIDATE PROFILE

Experience:

Previous experience working within a 5-star preferred but not essential.

Skills and Knowledge

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

Education or Certification

Good level of English essential

SPECIFIC DUTIES

Assist all guests arriving by car, taxi or limousine by opening the car door and helping to unload luggage. Extreme care and proper loading habits for protection of guest property should be taken when luggage trolleys are in use.
Use correct luggage handling standards to record and store all guest luggage on arrival and departure and for long term storage of bags.
Assist guests in obtaining a taxi when doorman is not available and if necessary, assist with loading of luggage.
Check and uncheck luggage for guests.
Provide directions, maps and other information as requested about the immediate and surrounding areas.
Maintain a clear roadway directly in front of the hotel entrance.
Stay in their position and be alerted to provide assistance.
Handle all guests’ requests and fulfill them as quickly as possible.
Be very knowledgeable about the hotel and its services.
Be very knowledgeable about local areas, local events, attractions, sightseeing and cultural events.
Ensure that hotel interests are followed. Be informed about hotel contracts and follow them at all times.
Ensure compliance with accident prevention guidelines.
Ensure that logbooks, handovers and checklists are well maintained.
Recognize all repeat guests, VIPs and Elite Members. Be able to recognize them and know about their special requests.
Be knowledgeable about Marriott Bonvoy Program
Have a thorough knowledge about SOPs and LSOPs.
At all times strive to represent Marriott in the most professional and courteous manner.
Be able to perform basic Concierge and Doorman duties and cover when required and instructed in accordance to the need of the business.
Assist in answering in-house guest calls when Front Desk is busy.
Ensures the cleanliness of the reception, lobby and back-office area at all time and in line with Covid-19 guidelines
Working hours as required to do your job but normally not less than 40 hours per week.
Be flexible about work schedule
Each associate is expected to carry out all reasonable requests by management which the associate can perform.
Work collaboratively with all other departments to ensure guests receive seamless service throughout their stay
Keeps up to date with Covid-19 advice and adheres to all cleaning and hygiene requirements within the department

The following are specific responsibilities and contributions critical to the successful performance of the position:

Must use correct procedures for storing and delivery luggage and guest items.
Must be aware of the hotel VIPs and all day-to-day meetings within the hotel.
Must be proactive in welcoming and greeting customers at the front of the hotel.
Must be aware about restaurant, bars and attractions of the city.

OTHER

Performs other related tasks as assigned by management.
Complies with Marriott International Hotels Limited Regional Office policies and procedures.

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.

Pay Range (US/Canada/EMEA): GBP 12.86 Hourly salary

About the Company

Marriott International

Manages and franchises hotels around the world

Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.

Company size: 10,001+
Company stage: IPO
Headquarters: Bethesda, MD
Founded: 1927

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