Receptionist/Front Desk Agent - JW Marriott Grosvenor House London

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

Front Desk Agent

Explore our very big world

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. And 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.

The impact you’ll make

First impressions are everything. And you’ll set the tone for every guest’s stay. With a genuinely warm welcome, you’ll be ready with answers to any questions and happy to offer information about hotel services, facilities and the local area. Anything to help make their visit that bit more special. And, creating the smoothest check-out experience, you’ll make sure they leave us happy too.

What you’ll do

• Process guest check-ins, assigning rooms and activating room keys
• Co-ordinate with Housekeeping to track readiness of rooms for check-in and report any guest concerns
• Answer, respond to and process all guest calls, messages, questions or concerns
• Give guests information and directions regarding property and local areas of interest
• Process check-outs and resolving any disputed charges
• Process payments and room charges, as well as cashing guests’ personal and traveller’s cheques
• Confirm reservations and cancellations, running daily reports on the number of arrivals and departures

What we’re looking for

• A warm, people-oriented demeanor
• A team-first attitude

• Positive outlook and outgoing personality
• Flexibility, problem-solving skills and multi-tasking ability
• The ability to stand, sit or walk for extended periods of time across a work shift

Perks you deserve

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

• Team-spirited co-workers
• Encouraging management
• Wellbeing programs
• Learning and development opportunities
• Discounts on hotel rooms, gift shop items, food and beverage
• Recognition programs

You’re welcomed here

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.

POSITION SUMMARY

Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests’ personal checks and traveler’s checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. 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; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. 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.