Night Telephone Operator Fulltime Park Lane

Job description

LONDON MARRIOTT HOTEL PARK LANE – WHERE BOUTIQUE SERVICE BEGINS ON PARK LANE

Experience unmatched sophistication in Mayfair at London Marriott Hotel Park Lane. Perfectly placed in the city centre, our 5-star hotel welcomes you with bespoke luxury amenities and close proximity to some of London's most famous attractions. Intuitively designed accommodation is infused with boutique-inspired touches and offers plush bedding, marble bathrooms and 24-hour room service. Some rooms showcase breath-taking views of Hyde Park. Settle in for a meal, Afternoon Tea or evening cocktails at Lanes of London, or maintain your health at The Club at Park Lane, our fitness centre featuring an indoor pool, steam rooms, massage services and a modern gym. Our light-filled venues, superior planning and world-class catering services make us a superb choice for hosting impressive business meetings, social events and more. When it's time to explore London, you'll find the best of the city lies just beyond our hotel doors - from Hyde Park and Oxford Street to Marble Arch. We are part of Marriott International, the world's leading, award winning, hospitality company with more than 7,000 properties across 130 countries and territories worldwide. Begin your career journey with Marriott. Your 5-star experience awaits. 

Join us on an exciting journey in the heart of London's luxury hospitality landscape! We are looking for an  At Your Service Night - telephone Operator to join our award-winning hotel team, renowned for delivering exceptional hospitality. We are seeking a passionate individual with natural leadership abilities and a strong inclination towards luxury hospitality.

ARE YOU ELIGIBLE TO WORK IN THE UK?

A points-based immigration system affecting the eligibility to apply to work in the UK has been introduced from 01 January 2022. Applicants with Irish citizenship, an indefinite leave to enter the UK or an indefinite leave to remain in the UK are eligible to work in the UK including EU citizens who already lived in the UK by 31 December 2020. Please refer to the Home Office website for more details. You can also prove your right to work to employers by visiting this website  https://www.gov.uk/prove-right-to-work   

 

POSITION SUMMARY

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our At Your Service Night - Telephone Operator take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the At Your Service Night makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for At Your Service Night – to get it right for our guests and our business each and every time.

Guest Relations
·  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (EMPOWER) to resolve issues, delight, and build trust.
·  Address guests' service needs in a professional, positive, and timely manner.
·  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.
·  Assist other employees to ensure proper coverage and prompt guest service.
·  Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
·  Thank guests with genuine appreciation and provide a fond farewell.
·  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
·  Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
·  Communicate recommendations in a way that builds excitement and interest among guests and associates.

Guest Services

·  Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
·  Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
·  Follow up with guests to ensure their requests or problems have been met to their satisfaction.
·  Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary. 

VIP/Concierge Services

·  Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
·  Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers

Check-in/Check-out

·  Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
·  Organize and coordinate check-in/pre-registration procedures for arriving groups.
·  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.
·  Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
·  Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
·  Sell a room/accommodation to guests without reservations based on availability.
·  Verify and adjust billing for guests.

Cash Handling

·  Process all payment types such as room charges, cash, checks, debit, or credit.
·  Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
·  Count bank at end of shift and secure bank.
·  Balance and drop receipts according to Accounting specifications.
·  Obtain manual authorizations and follow all Accounting procedures when computer system is down.
·  Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
·  Follow the requirements and tasks as defined in EMEA Front Desk Cashiering  SOP.
·  Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund  and Cashier Overage/Shortage  SOPs.

Reports/Recordkeeping

·  Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
·  Run credit card authorization report and check for discrepancies.
·  Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
·  Print contingency lists to have a record of all guests in case of emergency.

Communications

·  Provides assistance to coworkers, ensuring they understand their tasks.
·  Speak to guests and co-workers using clear, appropriate and professional language.
·  Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
·  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' 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.

Working with Others 

·  Support all co-workers and treat them with dignity and respect.
·  Develop and maintain positive and productive working relationships with other employees and departments.
·  Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.

Policies and Procedures

·  Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
·  Follow company and department policies and procedures.
·  Perform other reasonable job duties as requested by Supervisors.
·  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
·  Protect the privacy and security of guests and coworkers.

Quality Assurance/Quality Improvement

·  Comply with quality assurance expectations and standards.

Specific Duties:

·  Perform duties across At Your Service, Front Desk, and Night Auditor roles as needed.
·  Uphold the highest level of service, following Marriott standards and procedures.
·  Work effectively alone or within a team, and be adaptable to varying work schedules.

Safety and Security

·  Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
·  Maintain awareness of undesirable persons on property premises.
·  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
·  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

WHAT WE CAN OFFER YOU

A unique opportunity to be part of an award-winning international brand where we celebrate your unique talent. Being part of Marriott International, the largest hospitality brand in the world opens doors of opportunity worldwide. The sky is your limit. You will have access to fabulous & flexible benefits to help you nurture your inner self.

·  Competitive Salary + 28 days holiday including bank holidays increasing to a maximum of 31 days
·  50% discount on Food & Beverage when dining in the hotel
·  Service charge upon completion of probation
·  Length of service rewards and invitations to afternoon teas
·  Monthly/yearly recognition schemes
·  World-class career opportunities within Marriott hotels tailored to your specific needs
·  Heavily discounted room rates for you & friends and family - why not, we are after all the largest hotel company in the world!
·  Professional learning and development opportunities - because a rewarding career is so much more fulfilling!
·  Complimentary meals on duty 
·  Complimentary dry cleaning - we do like to make an impression
·  Annual parties, Christmas lunches, Summer BBQ's and Easter celebrations
·  Pension scheme to help you save for the future
·  Life assurance  x 1 salary
·  Competitive car lease schemes
·  Cycle to work scheme - your wellbeing is important of course!
·  Access to major high street discounts so you can treat your friends and family

 

 

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under 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.