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Marriott Guest Service Centre Agent (AYS) Nights in London, United Kingdom

Job Number 21103568

Job Category Rooms & Guest Services Operations

Location Sheraton Grand London Park Lane, Piccadilly, London, London, United Kingdom

Brand Sheraton Hotels & Resorts

Schedule Full-Time

Relocation? N

Position Type Non-Management

Located Remotely? N

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.

Job Summary:

As a Guest Service Centre Night 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, during the night.

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.

Your tasks will be:

  • Operate the telephone switchboard for the Sheraton Grand Park Lane and the Park Tower Knightsbridge, a Luxury Collection Hotel as per Brand Standards and Telephone Courtesy.

  • Answer, record and process all guest calls, requests, questions or concerns and receive, record, and relay messages accurately, completely, and legibly.

  • Enter all guest requests in Empower: GXP, ensure requests are met within an appropriate time frame.

  • Ensure that all defects and requests are remedied within each hotel’s target time by following up with the concerned departments

  • Proactively anticipate guest needs where possible, taking responsibility to ensure needs are met before they arise

  • Be first point of contact for guest complaining over the phone. Start the service recovery process and inform HOD/Duty Manager if necessary for further follow-up

  • 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

  • Project a pleasant and positive professional image to all contacts, guest and colleagues, at all times.

  • Be fully conversant with each hotel’s facilities and all processes connected to guest service

  • Accurate taking and delivery of wake up calls as per Brand Standards

  • Plan and execute welcome calls; welcoming selected guests to the hotel and offering welcome drink and further assistance

  • Respond to guest enquiries via the Marriott Chat in appropriate time.

  • Send out invoices to guests upon request

  • Be fully conversant with Marriott Bonvoy program and apply to daily duties as required.

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

  • Manage bookings for F&B outlets

  • Flexibility and willingness to work different shifts, mostly overnight shifts. The Guest Service Centre operates 24/7 including weekends and bank holidays and the Rota will reflect this.

  • To understand and be compliant with the hotels’ Health & Safety policies

Candidate Profile:

  • High school diploma or GED

  • The ideal candidate would be proactive, extroverted and has experience in working in a guest-focused environment.

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

  • Experience in Front Office or similar customer service role desired

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

  • Advanced command of English language – written and spoken

Service Career Orientation:

  • This role would be a good step for an individual who has an interest and passion in working within the Hospitality Industry.