At Your Service / Switchboard Supervisor - JW Marriott Grosvenor House

At Your Service Supervisor - EXPLORE MARRIOTT

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 110 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

Grosvenor House Located on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park. This grand 5-star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomes celebrities, royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep, the hotel is a stone’s throw from Bond Street, Knightsbridge, Regent Street, Buckingham Palace, V&A, Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present, and indulge in the inspired service and nourishing surroundings. 

We are currently recruiting for an ambitious and passionate At Your Service Supervisor who strives to provide and inspire incredible guest service that creates truly memorable experiences for our guests. Join our amazing and diverse team and grow your career with Marriott International, the world’s largest and most celebrated hospitality brand. 

What we are looking for

• Strong organization and multi-tasking skills
• An analytical way of thinking
• Strong problem-solving and decision-making skills
• Confidence interacting with guests 
• Good communication skills – both written and verbal English
• The ability to work independently 
• Previous experience working in five star, luxury/lifestyle hotels
• A positive mindset
• A genuine passion for working in hospitality

JOB SUMMARY

• Answer, record and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices
• Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension.
• Receive, record, and relay messages accurately and in a timely manner.
• Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Be a role model within the department, assisting the team to perform their role when required
• Have a flexible approach to your job
• Support the Welcome Office with the daily operation where necessary, including processing Mobile check-in, check-out, answering the telephone and handling guest complaints
• Be a JW brand ambassador, ensuring the brand’s voice is present in your interactions with guests and talent
• Providing support in leading the At Your Service team with assisting guest queries, ranging from billing enquiries, in-house guest requests, connecting calls to relevant departments.
• Assisting the At Your Service Manager with training for the team
• Ensuring that business centre is fully stocked with stationery, liaising with the purchasing team.
• Assisting business centre guests with general administration assistance.
• Proving daily support to Guest Relations with pre-arrivals and amenities for rooms
• Making sure the teams action all daily admin tasks
• Maintaining a consistent 24 hour response time to all e-mails.
• Deputising for At Your Service Manager in their absence

CANDIDATE PROFILE

Experience 

• Previous experience working within a Reservations or Front Desk preferred. Basic Fidelio and Marsha knowledge essential.

Skills and Knowledge

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

Education or Certification

• Good level of English essential

REWARDS FOR WORK… BENEFITS FOR YOUR LIFESTYLE

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. You’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

We’ll support you in and out of the workplace by offering:

• Team-spirited co-workers
• Encouraging management
• Wellbeing programs
• Comprehensive Training and Development program
• Marriott Discount Card enabling to benefits from hotel room, gift shops and F&B across 130 countries.
• Recognition programs
• Meals at work
• Uniform
• Enrolment of Perks at Work - Access to unlimited deals of retailers and more
• 20 days holiday increasing with service
• Cycle to work scheme
• Pension & Life Assurance
• Awards and recognition celebrations and many more….

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

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.

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. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.