Front Office/ Welcome Desk Agent - London, United Kingdom - Marriott International, Inc

Marriott International, Inc

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Number

Job Category Rooms & Guest Services Operations

Location W London, 10 Wardour Street, London, London, United Kingdom VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

***Ignite Curiosity, Expand Worlds. W Hotels are a place to experience life. We're here to open doors and open minds. With us, there's always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected.

We believe luxury is the freedom to be yourself and explore desires:
whatever, whenever. Let go, let loose - that's half the fun.

KEY ATTRIBUTES

Possess a good command of English
A good verbal manner and proven customer service skills
Good knowledge or experience of the hospitality industry
Good organisation skills with an attention to detail
A team Player with flexible & positive attitude
Hardworking and consistent

Computer Skills

Microsoft Office
Detailed Orientation
Integrity & Dependability

SUMMARY
Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

MAIN DUTIES & RESPONSIBILITIES

This role requires the following responsibilities, which include but are not limited to;_

Policies and Procedures

Maintain confidentiality of proprietary materials and information.
Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors

Communication

Speak to guests and coworkers using clear, appropriate and professional language.
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.
Talk with and listen to other employees to effectively exchange information.
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Working with Others

Support all coworkers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality

Physical Tasks

Enter and locate workrelated information using computers and/or point of sale systems.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Safety and Security

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Maintain awareness of undesirable persons on property premises.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Notify Security of any guest reports of theft

Guest Relations

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Address guests' service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Thank guests with genuine appreciation and provide a fond farewell.
Assist