Guest Services Manager

3 weeks ago

Charing, United Kingdom JW Marriott Grosvenor House London Full time £10

Guest Services Manager - JW MARRIOTT GROSVENOR HOUSE LONDON
Are you ready to elevate your career? Discover if you possess the qualities we seek by reviewing the detailed overview below.

The JW Marriott brand is synonymous with luxury and excellence, featuring a collection of over 110 exquisite properties in prime urban locations and unique resort destinations worldwide. At JW Marriott, we prioritize our team members because their satisfaction directly translates to our guests' happiness. Our hotels provide an unparalleled work environment where you can connect with a diverse group of colleagues and experience a true sense of community. We are dedicated to offering opportunities for professional growth, recognition, and a space where you can pursue your passions in a luxurious setting. Exceptional guest service begins with how we care for our team members. This is The JW Treatment.

ABOUT OUR HOTEL Located in a prestigious area, our renowned 5-star establishment boasts outstanding accommodations, culinary delights, and breathtaking views. This iconic hotel has a rich history of hosting distinguished guests, including celebrities and leaders from various sectors. Our location offers easy access to cultural landmarks and vibrant city life, allowing guests to enjoy modern luxury in a serene environment, complemented by attentive service and inviting surroundings.

We are currently seeking a dedicated and enthusiastic Guest Services Manager who is committed to delivering and inspiring exceptional guest experiences that leave lasting impressions. Join our remarkable and diverse team and advance your career with JW Marriott, a leader in the hospitality industry.

ROLE OVERVIEW

Support team members in resolving payment issues (e.g., credit card processing challenges). Follow up with guests to ensure satisfaction regarding service-related matters. Manage all guest check-ins by verifying reservations, assigning rooms, and issuing room keys. Handle various payment methods, including room charges, cash, checks, debit, or credit. Establish accurate accounts for each guest upon check-in (e.g., shared accommodations, separate charges). Anticipate high-demand situations and secure satisfactory alternative arrangements when necessary. Block rooms in the system and identify specific requirements and requests. Collaborate with relevant departments (e.g., Bell Services, Housekeeping) to address guest inquiries or issues. Coordinate with Housekeeping to monitor room readiness for check-in. Review shift logs and document relevant information. Count cash drawers at the beginning and end of shifts, ensuring compliance with accounting standards.

Assist management in recruiting, training, scheduling, evaluating, and mentoring staff; serve as a role model and first point of contact for employee relations. Report incidents, injuries, and unsafe conditions to management; complete necessary safety training and certifications. Adhere to all company policies and procedures; maintain a professional appearance and confidentiality of sensitive information. Proactively address guest service needs. Communicate effectively with others using clear and professional language; prepare and review written documents accurately; answer phones with appropriate etiquette. Foster positive working relationships with colleagues. Ensure compliance with quality standards and expectations. Stand, sit, or walk for extended periods. Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance. Perform other reasonable job duties as assigned.

BENEFITS AND REWARDS

As a premier leader in the hospitality sector, there is no better place than JW Marriott to make your mark. Here, you will have the opportunity to engage with individuals from around the globe while building your professional experience. We value your personality and ideas as much as your contributions to our team. You will have opportunities to explore various aspects of the business, opening doors to diverse career paths. If you possess strong communication skills and enjoy collaborating with others, we invite you to become part of our global family.

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

  • Incentives for service excellence
  • Supportive team environment
  • Encouraging leadership
  • Wellness programs
  • Comprehensive training and development opportunities
  • Meals provided during shifts
  • Uniforms
  • Recognition programs and more.

Our top priority is to ensure you feel as valued as our guests. We want you to know that your contributions are significant, and for that, you will be appreciated and recognized.

JW Marriott is an equal opportunity employer. We believe in fostering a diverse workforce and maintaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, including disability and veteran status, or any other basis covered under applicable law.

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