Guest Experience Expert/Guest Service Associate - London Marriott Hotel Grosvenor Square

POSITION SUMMARY Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience. No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time. A key guest facing associate position, responsible for providing world class customer service that surprises, delights, and creates memories for the hotel guests on each and veery interaction. The role includes assisting our guests in a warm, engaging, and professional manner in all Guest Service-related functions within Front Desk, Switchboard Operations and M Club. always Maintaining Marriott’s high standard of hospitality by providing engaging, compelling, and personalized service that exceeds expectations; to all guests including VIPs, Bonvoy Elite members, and long stay and repeat guests. A multi-faceted role that encompasses all aspect of Front Desk operations by driving innovative use of technology and classic hospitality skill sets to provide the highest quality of guest experience across the front of house operations at London Marriott Grosvenor Square. SCOPE/BUSINESS CONTEXT

A Full Time/Part Time position based at the London Marriott Hotel Grosvenor Square Number of Direct Reports - 0 Titles of Direct Reports – 0

CANDIDATE PROFILE Experience:

Previous experience working within a similar environment preferred

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 Ability to use standard software applications and hotel systems e.g., Office, Delphi, Marsha, Opera, etc.

CRITICAL TASKS Guest Relations ▪ Actively listen and respond positively to guest questions, concerns, and requests using property specific process to resolve issues, delight, and build trust. ▪ Address guests' service needs in a professional, positive, and timely manner. ▪ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. ▪ Assist other employees to ensure proper coverage and prompt guest service. ▪ Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate. ▪ Thank guests with genuine appreciation and provide a fond farewell. ▪ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. ▪ Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests. ▪ Communicate recommendations in a way that builds excitement and interest among guests and associates. ▪ Perform other reasonable duties as requested. Guest Services ▪ Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed. ▪ Contact appropriate individual or department