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Guest Service Coordinator

4 weeks ago

London, Greater London, United Kingdom Marriott International Full time

Position Overview

The Guest Relations Manager is responsible for delivering exceptional customer service and creating memorable experiences for our guests. This role requires a proactive and innovative individual who can build strong relationships with guests, identify opportunities to enhance their stay, and communicate effectively with hotel departments to ensure seamless execution.

Key Responsibilities

  • Provide exceptional customer service, responding to guest inquiries and resolving issues in a timely and professional manner
  • Build relationships with guests, understanding their needs and preferences to tailor their experience
  • Collaborate with hotel departments to ensure guest requests are met, and communicate effectively to resolve any issues
  • Monitor and control departmental expenses related to guest services, such as VIP gifts and stationery
  • Recognize and communicate with VIP guests and Marriott Bonvoy elite members, implementing the hotel's VIP recognition and upgrade program
  • Compile and distribute lists of anticipated services and amenities to relevant departments
  • Maintain high visibility in public areas during peak times, interacting with guests to obtain feedback and improve service levels
  • Record guest issues in the guest response tracking system and follow up with guests to ensure their requests or problems have been met to their satisfaction
  • Review comment cards and guest satisfaction results with front office management, identifying trends and suggesting improvements for continuous growth
  • Make pre-arrival, mid-stay, and post-stay calls to guests to ensure their needs are met

Requirements

  • Previous experience working in a guest relations/customer experience department or hotel front office is essential
  • Experience supervising a team is preferred
  • Strong communication skills, customer service orientation, and interpersonal skills are required
  • Ability to work alone and as part of a team, multitasking, organizational skills, and time management skills are essential
  • Positive demeanour, influencing skills, conflict resolution, and negotiation skills are necessary
  • Stress management and the ability to make decisions under pressure are required

Benefits

  • Team-spirited co-workers
  • Encouraging management
  • Wellbeing programs
  • Comprehensive training and development program
  • Marriott Discount Card
  • Recognition programs
  • Meals at work
  • Uniform
  • Enrolment in Perks at Work
  • 20 days holiday increasing with service
  • Cycle to work scheme
  • Pension & Life Assurance

About Us

Marriott International is an equal opportunity employer, committed to hiring a diverse workforce and sustaining an inclusive, people-first culture. We believe in non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.