Welcome Desk Agent

Job description

POSITION SUMMARY

 Ignite Curiosity, Expand Worlds. W Hotels are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

This is a place to experience life. We’re here to open doors and open minds. With us, there’s always more.

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts 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 Guest Experience Expert makes transactions feel like part of the experience.

Inspired & Supported by:  Welcome Desk Manager

Your purpose will be : To deliver an exceptional, seamless guest service experience, creating memorable personalisation at every opportunity; building meaningful relationships with our guests throughout their stay securing their future loyalty. You will specialise as a concierge, whilst confidently taking on additional guest executive responsibilities as required to be an integral member of the team.

You will be accountable for:

·  ·Passionately and expertly creating a 5 star luxury guest experience, characterised by flawless efficiency and authentic emotional connection.
·  ·Taking ownership of any guest request which comes your way seeing it through until completion.
·  ·Maximising internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey.

 

Your key responsibilities & contribution will be:

·  Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. 
·  Process all payment types such as room charges, cash, checks, debit, or credit. 
·  Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. 
·  Coordinate with Housekeeping to track readiness of rooms for check-in. 
·  Communicate parking procedures to guests/visitors and dispatch Ambassadors as needed. 
·  Supply guests with directions and information regarding property and local areas of interest. 
·  Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. 
·  Complete designated cashier and closing reports in the computer system. 
·  Count bank at the beginning and end of shift. 
·  Balance and drop receipts according to Accounting specifications.
·  Be able to work in shift patterns in any time of the day. 
·  Taking part in both Welcome Desk and Whatever/Whenever service.
·  Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. 
·  Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. 
·  Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. 
·  Speak with others using clear and professional language; answer telephones using appropriate etiquette. 
·  Develop and maintain positive working relationships with others. 
·  Comply with quality assurance expectations and standards. 
·  Stand, sit, or walk for an extended period of time.
·  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
·  Perform other reasonable job duties as requested by Supervisors.

What you will need to do this role:

Essential:

·Minimum 2 years’ experience in a Front Desk related role in a luxury hospitality environment

·Excellent communication skills, both spoken and written with the ability to build rapport quickly and communicate well with people of all levels.

·Enthusiastic and positive personality with the ability to build trusting relationships.

·Ability to multi task and problem solve in a fast paced environment.

·Keen eye for detail.

·Previous experience of guest complaint handling and going the extra mile to meet guest needs.

·Flexibility to work different shifts including night shifts.

·Knowledge of OPERA PMS.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

 

What’s in it for you?

·  Competitive salary and benefits including pension and life assurance.
·  20 days of holiday excluding public holidays (increase to 27 days with length of service)
·  Laundry services & dry cleaning for uniform.
·  Colleague restaurant.
·  Apprenticeship/Placement opportunities.
·  Extensive learning and Training Opportunities.
·  Experience a complementary stay after successful completion of probation at W London.
·  Employee assistance program.
·  Cycle to work scheme.
·  The largest Hospitality Company Travel discount scheme on the Globe - Travel the world with Marriott. 
·  20% Discount in all F&B outlets within Marriott Properties.
·  30% discount at our AWAY Spa.

 

 

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.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W 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.