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
POSITION SUMMARY
Boldly colouring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.
We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox, Retox, and Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.
Job Description
Assign rooms according to guest request and preferences whenever possible. Pre-register designated guest. Manage Mobile Check-Ins. Organize and coordinate check-in/pre-registration procedures for arriving groups. Charge and close No-Shows. Manage Queue Rooms. Manage Emails. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations. Review out-of-order and out-of-service rooms daily. Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys. Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks, block rooms, etc. Run daily reports. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Manage Guest’s Requests through GXP (Customer Care Cases, SNA, Preferences…).
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; 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; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Coordinate tasks and work with other departments. Serve as a departmental role model. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors, such as Welcome Desk Agent’s.
Policies and Procedures
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect the privacy and security of guests and coworkers.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Complete appropriate safety training and certifications to perform work tasks.
DESIRABLE ATTRIBUTES
- Possess excellent networking skills and good command of English, both in verbal & written communication
- Previous experience in Front Office as Front Desk Shift Leader or Supervisor is a must
- Experience using Micros system (Opera) is a must. Plus Basic PC Skills including Microsoft Office
- Ability to prioritize and multi-task
- Excellent interpersonal skills & outgoing personality
- Passion for the hospitality industry
- Able to work in a fast paced environment & remain calm under pressure
- Previous 5 Start Service Brand/Experience
This role requires the following responsibilities, which include but are not limited to;
As per business needs and at the request of direct supervisor and/or management, the talent could be required to perform other tasks outside of those listed above.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.
We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox.Retox.Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.
