JW Marriott
Front Desk Agent - JW Marriott Grosvenor House London
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Number: 26129116
Job Category: Rooms & Guest Services Operations
Location: 86-90 Park Lane, London, United Kingdom
Schedule: Full Time
Position Type: Non-Management
Pay Range: £13.86 per hour
Job Summary
To welcome and acknowledge every guest professionally and with a smile. To address guests' needs throughout their stay, offering the highest level of customer service, and providing a fond farewell on their departure.
Each interaction is to be completed following quality assurance standards, exceeding our guests’ expectations, and promoting a professional and positive image of JW Marriott Grosvenor House London.
CANDIDATE PROFILE
Experience:
Previous experience working within a hotel front office environment or similar preferred.
Skills and Knowledge:
- Strong communication skills (verbal, written, listening)
- Customer service orientation and strong interpersonal skills
- Ability to work as part of a team
- Multitasking, organisational skills, and time management skills
- Positive demeanour
- Stress management and the ability to make decisions under pressure
- Administrative and computer skills essential
- Dependability and reliability
Education:
- Good level of English essential
SPECIFIC TASKS
Guest Satisfaction:
- Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Address guests' service needs in a professional, positive, and timely manner.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Offer guests directions and information regarding property and local areas of interest.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Empowered to deal with guests’ issues and problems, using the LEARN model, and seeking advice from a supervisor or manager when unsure what to do. Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Thank guests with genuine appreciation and provide a fond farewell.
- Aid individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, etc).
- Comply with quality assurance expectations and standards and ensure these standards are executed during all interactions.
- Familiar with all hotel facilities and their times of operation as well as hotel events.
- Handle VIP guests and ensure all special requirements are executed as per VIP guests requests or as per strategy.
- Handle all booking enquiries in a professional manner, using the information as a sales opportunity; to be aware of the hotel availability and to input and amend reservations as required. Use knowledge of availability to upsell premium rooms.
- Accept and record wake-up call requests and deliver to the appropriate department.
- Offer demonstration of the room facilities, explaining the use of the telephone, mini-bar, hair dryer, a/c system, TV, safe, and hotel facility, and Express checkout option.
Check-in/Check-out:
- Process all guest check-ins by confirming reservations in the computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
- Ascertain the guests means of payment and to obtain the appropriate credit card authorization or cash deposit for the required amount. Secure valid form of payment prior to issuing room key.
- Activate room keys and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using the electronic key machine.
- Assign room according to guest request and preferences whenever possible.
- Verify and adjust billing for guests.
- Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
- Accommodate requests for room changes when possible.
- File all paperwork or documentation.
- Pre-register designated guests and prepare key packets.
- Ensure rates match market codes and that any exceptions are documented.
- Familiar with the procedures for walk-ins and guests for whom no trace of bookings exists.
- Review requests for late check-outs and approve according to occupancy and Marriott Bonvoy member status.
- Take all opportunities to both promote products to our customers and increase the customer base.
- Promote Marriott Bonvoy and give the guest an opportunity to enroll.
- Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, stay over) for Housekeeping. Coordinate with Housekeeping to track readiness of rooms for check-in.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Communication:
- Speak to guests and co-workers using clear, appropriate, and professional language.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, using the caller's name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Talk with and listen to other employees to effectively exchange information.
- Work with and contact the appropriate department (e.g., Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest requests or problems.
- Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
- Ensure effective handover of information to ensure the guest experience is not compromised.
Reports/Recordkeeping:
- Ensure completion of daily check lists.
- Run daily reports, identify any special requests, and check reports for accuracy.
- Complete designated cashier and closing reports in the computer system.
- Run credit limit reports.
- Print contingency lists to have a record of all guests in case of emergency and to ensure service is maintained when systems go “offline”.
Cash Handling:
- Process all payment types such as room charges, cash, debit, or credit cards. All cash payments to be made in line with cash handling procedure.
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
- Balance and drop receipts according to accounting specifications.
- Maintain customer accounts.
Safety and Security:
- Promote awareness of health and safety. For example, fire alert points, exits, fire extinguishers, trip hazards, etc.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment for other team members and guests.
- Maintain the highest level of cleanliness. To ‘clean as you go’ to ensure a clean and tidy work area.
- Report accidents, injuries, and unsafe work conditions to manager.
- Complete safety training and certifications.
- Employ correct manual handling procedures to avoid injury.
- Protect the privacy and security co-workers and guests, maintaining confidentiality of proprietary materials and information.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Other:
- Carry out any other duty/function that may be assigned by Manager, Department Head, or Executive Committee member.
- Maintain a high standard of grooming, hygiene, and uniform standards ensuring that your name badge is worn.
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Comply with Marriott International Hotels Limited regional office and hotel policies and procedures.
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.
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 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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location