Marriott International
Guest Arrival Expert - London Marriott Canary Wharf
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Guest Arrival Expert – Rooms & Guest Services Operations
Job Number: 26079524
Job Category: Rooms & Guest Services Operations
Location: 22 Hertsmere Road, London, England, UK – E14 4ED
Schedule: Full Time
Position Type: Non-Management
Position Summary
At Marriott International, first impressions matter—whether it’s a guest’s arrival or departure. As a Guest Arrival Expert, you’ll shape those moments into memorable experiences by ensuring guests feel welcomed, supported, and valued throughout their stay.
Your role spans a directed range of tasks, including:
- Processing operational needs
- Addressing guest requests efficiently
- Completing reports while maintaining a warm, professional demeanour
- Sharing local insights to enrich the guest experience
Independence and initiative guide how you perform these duties, blending hospitality with operational support to deliver seamless transactions wrapped in exceptional service.
Key Responsibilities
Core Duties
- Guest Engagement: Create a welcoming environment by handling arrivals, check-ins, and departures while addressing guest needs in a friendly, accommodating manner.
- Operational Support: Assist with housekeeping, room coordination, and assigning guest requests (deliveries, early/late check-ins, and small operational adjustments).
- Administrative Roles: Prepare and submit daily reports (checking-in/out, occupancy status, and room assignments) with accuracy and reliability.
- Local Insights: Share helpful information about nearby attractions, dining options, and community highlights to enhance the guest experience.
- Proactive Problem-Solving: Anticipate guest needs and address issues before they arise, such as managing requests for early bag acceptance or onward travel assistance.
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Physical & Work Requirements
- Mobility: Fluid movement on your feet—expect to spend extended time standing, walking, and operating across different areas of the property.
- Manual Handling: Ability to manoeuvre and lift objects independently up to 50 lbs (22.7 kg). With assistance, you should be prepared to manage loads up to 75 lbs (34 kg) for operational needs.
- Reactivity: Meets guests promptly, works with some urgency, and adapts to shifting priorities while keeping a friendly disposition.
Critical Values (Applied Daily)
All positions at Marriott Hotels rely on foundational principles. As a Guest Arrival Expert, success depends on upholding the following: ✔ Guest-Centric Mindset: Prioritise the guest experience above workflow efficiency—every touchpoint matters. ✔ Homewood Standards: Adhere to company policies, maintain confidentiality, and ensure quality standards are upheld at all times. ✔ Safety & Integrity: Protect Marriott assets and uphold workplace safety protocols at all duty phases. ✔ Professionalism: Ensure consistent presentation through uniform expectations, neat personal appearance, and appropriate communication etiquette.
Professional Profile
Preferences
- Education: High school diploma or GED equivalent.
- Experience: No prior formal hospitality or arrival coach roles required. Transferable skills from customer service or team-oriented environments highly valued.
- Certifications: Licences or specialised certifications not needed.
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Employer Culture – What You Gain By Joining Marriott International
Inclusion & Belonging
Marriott International celebrates diverse backgrounds, irrespective of disability status, veteran experience, or other legally protected traits. Every associate brings value, and our global team fosters mutual growth through shared purpose.
“Our greatest strength lies in the rich blend of cultures, talents, and experiences of our associates.”
Growing With Us
Marriott’s brands—including JW Marriott, part of the luxury portfolio—build careers rooted in kindness, creativity, and innovation. As part of a hotel rich in legacy, you’ll join a community built on unwavering kindness, genuine connections, and ever-wonderful hospitality:
Why Choose JW Marriott?
- Brand Promise: Deliver the highest standards of care as an affiliate of the iconic J.Willard Marriott.
- Well-being: Committing to holistic wellness through focused programmes for associates.
- Training & Growth: Access to recognised industry training and recognition for excellence. (Referenced as ‘The JW Treatment™’ initiative.)
- A Luxury Environment: Work among diverse, passionate coworkers who thrive on hospitality excellence.
- Balanced Purpose: Contribute to a legacy that surpasses guest service by empowering associates to flourish.
Membership in a portfolio like Marriott hotels unlocks more than a job—it invites you to elevate everyday "wonderful" into moments of lasting connection.
“Wonderful Hospitality. Always.” Practise what you preach: As a guest touchpoint, your dedication echoes in the smile left behind by our hospitality.
“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.”
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