We are hiring for a Guest Service Centre Agent
Based at The Sheraton Grand London Park Lane Hotel - a Grand Experience Crafted in Mayfair.
Rewards for work…. Benefits for your lifestyle
1. Part of Marriott International, the largest hospitality brand in the world - this means national and internal promotion opportunities for the right candidates. The sky is your limit here
2. World class training and development programmes tailored to enhancing your skills and help you grow within the Marriott family.
3. Work alongside some amazing talent - award winning, experienced hospitality professionals
4. Discounted room nights & food and beverage - because your well-being means so much
5. Complimentary laundry, free meals on duty
6. Access to fabulous and flexible benefits to help you in and out of work
7. Eligible for Service Charge
We answer and record all guest calls and requests and inform the relevant departments and colleagues accordingly. We follow up with the guest to ensure their request has been fulfilled to their satisfaction. You will be the first point of contacts for guest complains, starting the service recovery process and informing the Duty Manager.
8. Operate the telephone switchboard for the Sheraton Grand Park Lane and the Park Tower Knightsbridge, a Luxury Collection Hotel as per Brand Standards and Telephone Courtesy.
9. Answer, record and process all guest calls, requests, questions or concerns and receive, record, and relay messages accurately, completely, and legibly.
10. Enter all guest requests in Empower: GXP, ensure requests are met within an appropriate time frame.
11. Ensure that all defects and requests are remedied within each hotel’s target time by following up with the concerned departments
12. Act as a “single point of contact” as much as possible for both hotels for internal and external guest needs; minimizing the need to engage guest facing teams or to transfer calls
13. Proactively anticipate guest needs where possible, taking responsibility to ensure needs are met before they arise
14. Ensuring the delivery of follow up calls ensuring guest satisfaction for jobs/requests/defects that surpass hotel’s target time
15. Be a team player both within the Guest Service Centre and across all departments in both hotels to ensure of strong collaboration ensuring guests receive the highest level of service
16. Project a pleasant and positive professional image to all contacts, guest and colleagues, at all times.
17. Be fully conversant with each hotel’s facilities and all processes connected to guest service
18. Be first point of contact for guest complaining over the phone. Start the service recovery process and inform HOD/Duty Manager if necessary for further follow-up
19. Accurate taking and delivery of wake up calls as per Brand Standards
20. Plan and execute welcome calls; welcoming selected guests to the hotel and offering welcome drink and further assistance
21. Respond to guest enquiries via the Marriott Chat in appropriate time.
22. Send out invoices to guests upon request
23. Monitor generic email inboxes and reply to guest in a timely manner
24. Process early arrival requests and inform Front Office and Housekeeping teams accordingly in preparation for guest’s arrival
25. Be fully conversant with Marriott Bonvoy program and apply to daily duties as required.
26. Update guest bookings with upgrade, early check-in, late check-out and special requests
27. Dealing with rate inclusion queries
28. Dealing with Lost Property queries
29. Update the Key Metrics board on a daily basis; keep track of the hotels’ key service metrics and goals
30. Ensure phone lists and phone extension information for both properties plus the regional and complex offices is constantly updated
31. Manage bookings for F&B outlets via the Bookatable platform
32. Stay fully up to date with all promotions, offerings and opening hours of the F&B areas within each hotel
33. Be aware of the facilities in all levels of guest rooms in both properties and where to find specific items within the rooms
34. Be conversant with the different services, their availability, costs and processes of each hotel. These services include but are not limited to: TV Video On Demand system - Connection to WIFI & charges - Laundry & Dry Cleaning Service - In Room Dining - Fitness Centres
35. To be fully trained in Empower GXP: how to enter, complete and cancel request; understand when follow up is needed; look up closed requests
36. Be fully conversant in use of Mitel telephone management system
37. To be fully trained and competent in Opera related tasks including but not limited to: Deciding on Late Check Out requests; Rate inclusions (. breakfast, cancellation policy, Wi-Fi ; Looking up reservations and adding Arrival/Departure comments, profile comments, reservation comments; setting traces as required. extra bed or crib requests; Adding MAGC special code to booking; sending messages to the guest
38. Ensure you are always up to date with all Standard operation procedures (SOP)
39. Train new joiners on daily tasks
40. Flexibility and willingness to work on various shifts, such as early morning shifts, late evening shifts and overnight shifts. The Guest Service Centre operates 24/7 including weekends and bank holidays and the Rota will reflect this.
41. Accept changes or additions in work hours, which are necessary for the maintenance of uninterrupted service to hotel guests and patrons.
42. To understand and be compliant with the hotels’ Health & Safety policies, including but not limited to: Fire Evacuation Process - Bomb Scare process - Emergency situation. Requirement for an ambulance - Escalation process for a Crisis situation - Dealing with calls from the press - Alleged Food Bourne Illness allegation – PCI awareness – Data protection
43. Log help request tickets with the IT team in case of system failures
44. Ensure our work environment and equipment is clean and in pristine condition at all times
45. Take ownership of a championship role within the team. Examples of these could be: serve as departmental trainer – update weekly rotas and timesheets – update Telephone Directory with starters and leavers – prepare weekly Empower: GXP reports for hotel management teams to review
46. Tasks are indicative and the role is not limited to the above
Education and experience
47. High school diploma or GED
48. The ideal candidate would be proactive, extroverted and has experience in working in a guest-focused environment.
49. Service oriented individual aiming to go above and beyond during each interaction
50. Experience in Front Office or similar customer service role desired
51. Experience with Opera, Mitel, Salesforce is a bonus, but not a prerequisite; training will be provided
52. Advanced command of English language – written and spoken
Other
53. Performs other related tasks as assigned by management.
54. Complies with Marriott International Hotels Limited, Regional Office and local policies and procedures.
55. Working hours as required to do your job but normally not less than 40 hours per week
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.