Marriott
Casual Guest Arrival Expert - London Marriott Hotel Canary Wharf
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POSITION SUMMARY
Greet, welcome all guests, and ensure a hospitable and professional atmosphere in the concierge area. Serve all guests providing the highest level of service in an efficient and courteous manner while following Marriott standards, procedures, and policies at all times. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
- Welcome and acknowledge all guests according to company standards
- Anticipate and address guests’ service needs
- Assist individuals with disabilities
- Thank guests with genuine appreciation
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Coordinate tasks and work with other departments. Serve as a departmental role model. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance standards.
- Stand, sit, or walk for an extended period of time
- Enter and locate information using computers and/or POS systems
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
Perform other reasonable job duties as requested by Supervisors.
Assist all Guests arriving by car, taxi, or limousine by opening the car door and helping to unload luggage in a professional and genuine manner. Extreme care and proper loading habits for protection of Guest property should be taken when luggage trolleys are in use. Use the correct luggage handling standards to record and store all Guest luggage’s on arrival, departure, and long-term storages. Assist Guests in arranging car services, obtaining taxis, assisting them as well with loading/offloading of luggage. Check and uncheck luggage’s for Guests. Provide directions, maps, and any other information as requested – Well versed about the immediate and surrounding areas. Maintain a clear roadway directly in front of the Hotel entrance. Stay in position and be alerted to provide assistance. Handle all Guests’ requests and fulfill them swiftly. Be very knowledgeable about the Hotel and all our services. Be very knowledgeable about the local area, local events, attractions, sightseeing, and cultural events. Uphold the hotel’s best interests by staying informed about contractual obligations and ensuring full compliance at all times. Adhere strictly to accident prevention protocols to maintain a safe environment. Maintain accurate and up-to-date documentation, including logbooks, handovers, and checklists. Identify and acknowledge repeat guests, VIPs, and Elite Members, ensuring familiarity with their preferences and special requests. Demonstrate strong knowledge of the Marriott Bonvoy Program and its benefits. Possess comprehensive understanding of Standard Operating Procedures (SOPs) and Local SOPs (LSOPs).
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Consistently represent Marriott with professionalism and courtesy in all interactions. Be capable of performing Concierge, Guest Arrival Expert, and Luggage Porter duties when required, in line with business needs. Support guest services by answering in-house calls when necessary. Ensure cleanliness and presentation of all guest-facing areas, including the Main Entrance, Reception, Lobby, and Back Office. Work a minimum of 40 hours per week, with flexibility to meet operational demands. Maintain flexibility in scheduling to support business requirements. Respond positively to reasonable management requests, provided they fall within your capabilities. Collaborate effectively with all departments to deliver seamless guest experiences. Stay current with departmental cleaning and hygiene standards, ensuring full compliance.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 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. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition, and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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