Job Description

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 95th anniversary in 2024. 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 and 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 At Your Service (AYS) (Switchboard) Manager who strives to provide and fulfil guest expectations, Supports and motivates a team to enhance the guest experience. Join our amazing and diverse team and grow your career with Marriott International, the world’s largest and most celebrated hospitality brand.

Responsible for the successful functioning of the department. Responsibility of the department is to receive all in-house and outside telephone calls and process requests professionally and correctly. This includes taking room service orders, receiving and processing all requests for additional items, directions, correcting any issues and, if necessary, forwarding calls on to appropriate areas. The Manager needs to ensure the agents’ information is thorough and up-to-date. Accountable for tracking all guest requests and issues to use as process improvement tool. Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.

CANDIDATE PROFILE

Experience:

• Previous experience working within a Front Office or similar environment preferred.
• Previous experience supervising a team preferred.

Skills and Knowledge:

• Strong communication skills (verbal, listening, writing)
• Comprehensive knowledge of front desk operational procedures
• Technical understanding of the switchboard operations and front office operation
• Working knowledge of reservation procedures and related systems
• Personable and people orientated demeanor - ability to build relationships.
• Effective coaching, negotiation and influencing skills
• Creative and innovative problem solving and decision-making skills
• Planning and organizational skills
• Adaptability, and flexibility.
• Maintain a high level of Integrity.
• Strong business acumen and focus on results.
• Strong leadership skills.
• Ability to multi-task and handle stress.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Tracks all guest issues from various sources and report results.
• Ensures guest requests/issues are logged.
• Oversees the financial aspects of the department including purchasing and payment of invoices.

Ensuring 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.
• Identifies trends in guest issues for resolution.
• Schedules and supervise staff to ensure prompt, friendly, and attentive service.
• Supervises AYS agents and runners to ensure prompt and complete resolution of guest calls and requests.
• Coordinates the process of receiving and resolving guest issues and requests.

Supporting Management of Guest Service Team

• 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.
• Manages all day-to-day operations.
• Understands employee positions well enough to perform duties in employees' absence.

Supporting Human Resource Activities

• Assists in the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Assists in recruitment, hiring, training, and orientation of department personnel.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Ensures that all department equipment is in proper working condition and that department areas and storerooms are clean.
• Performs departmental administrative duties.
• Addresses complaints and serves as Manager on Duty as needed.
• Attends meetings (e.g., front office supervisor meetings, operations meetings, forecast meetings, monthly department meetings, sales strategy, pre-con meetings).

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
• Meals at work
• Uniform
• 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.