Guest Services Associate

4 days ago

London, United Kingdom Marriott International, Inc Full time

**Job Number** 22143745

**Job Category** Rooms & Guest Services Operations

**Location** St. Pancras Renaissance Hotel London, Euston Road, London, London, United Kingdom VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**_Let your passion for discovery become a career. Explore, discover, share and inspire at St Pancras Renaissance Hotel_**

**Position Summary**

The Guest Services Associate/ Switchboard at St Pancras operates the telephone switchboard station in order to answer telephone calls. The Guest Services Associate is responsible for answering calls, recording the guest requests for wake up calls, screening calls and other requests related to placing or receiving telephone calls Answer, record, and process all guest calls, requests, questions, or concerns. Log all guest requests or issues into computer, contact appropriate individual or and follow up with guest to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest.

**You’ll need to know your stuff**:

- Perform other reasonable job duties as requested by Supervisors.
- The Guest Services Associate must exhibit courteous hospitality at all times and fully own each guest issue.
- When in communication with the guest, the Guest Services Associate must be proactive in every area, including offering additional services. Most importantly, the Guest Services Associate must co-ordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with results
- The Guest Services Associate must follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person or department, requesting permission before placing caller on hold, taking and relaying messages and allowing the caller to end the call

**You’ll be expected to deliver on the following**:

- Deliver an exceptionally high standard of five star luxury lifestyle service for every guest interaction.
- Attitude, grooming standard, body language and tone need to be positive, supportive and on brand at all times.
- You are expected to deliver service to your full potential when you are here.
- You are also expected to carry out other duties that may be required to ensure the overall hotel operation is properly maintained to provide a total guest experience
- 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._
- You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You live life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn’t find in a travel guide. If this sounds like you, you’re in the right place. You’ve got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it's a place to discover, a place in the world with style like yours. That’s why we’re not just looking for anyone. We’re looking for someone like you.

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