Guest Relations Manager Grosvenor Square

 

LONDON MARRIOTT HOTEL GROSVENOR SQUARE – PROUDLY MARRIOTT, UNIQUELY GROSVENOR SQUARE

Experience 5-star service at the London Marriott Hotel Grosvenor Square. Perfectly situated in the upscale Mayfair neighborhood, minutes from Oxford Street's world-class shopping, Hyde Park and iconic landmarks, our newly refurbished bedrooms and suites are elegantly furnished and feature marble bathrooms, signature bedding and deluxe amenities. Enjoy scenic views of Grosvenor Square or our private gardens; some suites boast balconies. Indulge in steakhouse dining at Gordon Ramsay Bar & Grill, or sample modern fare at Lucky Cat by Gordon Ramsay, an Asian Eating House and vibrant late-night lounge. Unwind with a craft cocktail after an exciting day in Mayfair, London at our hotel's 1920's-inspired award-winning speakeasy bar, The Luggage Room. Discover 12,109 square feet of high-tech, recently renovated venue space at our hotel; our grand ballroom is imbued with natural daylight, making it ideal for business or social gatherings. The London Marriott Hotel Grosvenor Square can't wait to welcome you to Mayfair. We are part of Marriott International, the world's leading, award winning, hospitality company with more than 7,000 properties across 130 countries and territories worldwide. Begin your career journey with Marriott. Your 5-star experience awaits.
We are now recruiting for a dynamic and passionate Guest Relations Manager to join our magnificent five-star hotel. Have fun working alongside an award-winning team and enjoy a world where career progression opportunities and world class training is available to you. We enjoy crafting bespoke journeys for you.

ARE YOU ELIGIBLE TO WORK IN THE UK?

A points-based immigration system affecting the eligibility to apply to work in the UK has been introduced from 01 January 2022. Applicants with Irish citizenship, an indefinite leave to enter the UK or an indefinite leave to remain in the UK are eligible to work in the UK including EU citizens who already lived in the UK by 31 December 2020. Please refer to the home Office website for more details.

JOB SUMMARY
Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

 

CORE WORK ACTIVITIES

Managing Guest Services and Front Desk Operations
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Understanding employee positions well enough to perform duties in employees' absence.

Maintaining Guest Services and Front Desk Goals
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Assists with energy conservation efforts by monitoring compliance during property tours.

Supporting Projects and Policies Related to Guest Experience and Safety
• Supports implementation of the customer recognition/service program, communicating and ensuring the process.
• Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Sends copy of MOD report to all departments on a daily basis.
• Ensures compliance with all policies, standards and procedures.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understands and complies with loss prevention policies and procedures.

Ensuring and Providing Exceptional Customer Service 
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Records guest issues in the guest response tracking system.
• Reviews comment cards and guest satisfaction results with employees.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing and Conducting Human Resource Activities
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Additional Responsibilities 
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Participates as needed in the investigation of employee and guest accidents.
• Performs Front Desk duties in high demand times.

WHAT WE CAN OFFER YOU:

A unique opportunity to be part of an award-winning international brand where we celebrate your unique talent. Being part of Marriott International, the largest hospitality brand in the world opens doors of opportunity worldwide. The sky is your limit. You will have access to fabulous & flexible benefits to help you nurture your inner self.

•    Competitive Salary + 31 days holiday including bank holidays 
•    Accommodation Service Charge after successful completion of probationary period.
•    Private Medical via AXA
•    Discount in Gordon Ramsay's Bar & Grill and The Lucky Cat
•    Length of service rewards and invitations to recognition events
•    Monthly/yearly recognition schemes
•    Extensive training both internally and externally
•    World-class career opportunities internationally within Marriott hotels tailored to your specific needs.
•    Heavily discounted room rates for you & friends and family - why not, we are after all the largest hotel company in the world!
•    Professional learning and development opportunities - because a fulfilling career is so much more rewarding
•    Complimentary meals on duty 
•    Complimentary dry cleaning - we do like to make an impression!
•    Complimentary use of Gym - because your wellbeing is a priority for us!
•    Annual parties, Christmas lunches, Summer BBQ's and Easter celebrations
•    Pension scheme to help you save for the future. 
•    Access to major high street discounts so you can treat your friends and family.

#LI-Onsite

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