JW Marriott
At Your Service / Switchboard Agent - JW Marriott Grosvenor House
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At Your Service / Switchboard Agent - JW Marriott Grosvenor House
At Your Service / Switchboard Operator
JW Marriott Grosvenor House London – London, UK
Job Brief
Job Number: 26080864 Position Type: Non-Management, Full-Time Category: Rooms & Guest Services Operations Location: 86-90 Park Lane, London W1K 7TNV
Joining Marriott International, the world’s largest and most celebrated hospitality brand, offers an exceptional career in luxury guest service. As part of the JW Marriott portfolio, Grosvenor House in Mayfair—renowned for its 5-star excellence, historic charm, and celebrity clientele—seeks an ambitious and passionate At Your Service / Switchboard Operator to ensure guests experience incredible, memorable service.
About the Role
Your mission: Deliver exceptional guest experiences through proactive communication, efficient systems management, and a commitment to JW’s core value: "If you’re happy, our guests will be happy."
This role requires a relational expert—a self-motivated individual adept at engaging high-profile guests while operating switchboard systems like a pro. Your need to handle guest requests with precision, manage schedules, direct calls, and provide local/property information with a resolutely positive attitude.
You will:
- Ensure seamless guest communication via telephone, email, chat, and mobile devices:
- Answer queries, log requests, and escalate concerns in a timely manner.
- Redirect inbound calls to the correct associates or departments.
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Manage the switchboard & administrative tasks:
- Process wake-up calls, room requests, and service enquiries.
- Relay and record messages accurately.
- Familiarise yourself with booking/reservation systems.
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Elevate guest experiences:
- Share knowledge of amenities, room features, and local attractions.
- Provide intuitive support tailored to each guest’s needs.
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Support hospitality excellence:
- Contribute to front-of-house operations to maintain flawless service.
- Aid in ensuring work flows align with high standards and deadlines.
What We’re Looking For
Requirements
- Experience in customer service positions preferred (hospitable industries like hotels, restaurants, or concierge roles welcome).
- Strong interpersonal skills—you’re natural at building rapport with guests and colleagues alike.
- Excellent English communication (verbal, listening, writing).
- Pro-active approach—delivering proactive service rather than just reactive.
- Reliability and initiative—ability to work independently while collaborating with teams.
- Service aptitude—enthusiastic about delivering luxury-level hospitality with care and attention.
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Why Join JW Marriott?
At Grosvenor House, you’re part of a community focused on community. Beyond exceptional guests, we cherish our team—The JW Treatment™ means investing in your growth.
You’ll benefit from:
✔ Comprehensive training to ensure smooth integration and expansion of skills. ✔ Leadership opportunities to carve out your path within the Marriott Global Family. ✔ A global discount card, unlocking hotel stays, gift shops, and dining at 130+ Marriott properties. ✔ Competitive benefits & well-being programs:
- Free uniforms, part-paid meals at work, Marriott’s cycle-to-work scheme.
- Pension & Life Assurance (for reassurance and security).
- 20+ days annual leave, increasing over time. ✔ Inclusive culture: Marriott embraces diversity, equity, and belonging. ✔ Community & recognition:
- Team events, awards, and avenues for deserved acknowledgment.
- "Perks at Work" offering exclusive deals across retailers.
And Most Importantly…
You become part of a legacy. Marriott’s history of hospitality is about people with a “can-do” spirit. Join a team that stretches boundaries, cherishes progress, and understands—Their passion shapes your possibilities.
Apply today and be part of the JW legacy. "Wonderful Hospitality. Always."
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