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Marriott Guest Service Centre Agent in London, United Kingdom

Job Number 19148116

Job Category Rooms and Guest Services Operations

Location Sheraton Grand London Park Lane, Piccadilly, London, Greater London, United Kingdom VIEW ON MAP

Brand Sheraton Hotels & Resorts

Schedule Full-time

Relocation? No

Position Type Non-Management/Hourly

Start Your Journey With Us

Start Your Journey with Us

We go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience.

We are looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, if you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with us.

Job Summary

As a Guest Service Center Agent you operate the telephone switchboard and answer all internal and external calls for two 5* hotels: The Sheraton Grand London Park Lane and the Park Tower Knightsbridge, a Luxury Collection Hotel.

We answer and record all guest calls and requests and inform the relevant departments and colleagues accordingly. We follow up with the guest to ensure their request has been fulfilled to their satisfaction. You will be the first point of contacts for guest complains, starting the service recovery process and informing the Duty Manager.

Be a team player both within the Guest Service Centre and across all departments in both hotels to ensure of strong collaboration ensuring guests receive the highest level of service

Further task:

  • Answering guest chats and emails

  • Update guest bookings with upgrade, early check-in and late check-out requests

  • Accurate taking and delivery of wake up calls

  • Plan and execute welcome calls

  • Provide information to guests about room features, property amenities and F&B outlets

  • Dealing with Lost Property queries

  • Stay up to date with all

  • Manage bookings for F&B outlets

This role is based in the Complex at Sheraton Grand London Park Lane.

Experience required

  • Flexibility and willingness to work on various shifts, such as early morning shifts, late evening shifts and overnight shifts. The Guest Service Centre operates 24/7 including weekends and bank holidays and the Rota will reflect this.

  • Experience with Opera, Mitel, Salesforce is a bonus, but not a prerequisite training will be provided

  • Service oriented individual aiming to go above and beyond during each interaction

  • Advanced command of English language – written and spoken

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.