FRONT OFFICE ASSOCIATE

Harri; Greater London; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Free Meals on Duty

Uniform Provided

Leisure Club/Gym Access

Benefit HUB Access

Discount Rates at Marriott Hotels

Health Insurance

Pension Scheme

Employee Assistance Programme

Career Development

Training and Development

Free Parking

Job summary

London Heathrow Marriott is seeking a Guest Experience Expert in Front Office. This full-time role at the Heathrow site involves welcoming guests, handling check-in/check-out, and delivering outstanding service. You’ll coordinate with other departments and promote hotel services to enhance guest satisfaction.

The position offers a comprehensive benefits package, opportunities for career development, and a commitment to sustainability within Marriott’s global network.

Responsibilities

• Welcome and assist guests with check-in/check-out procedures, ensuring a smooth and pleasant experience.
• Address guest inquiries and concerns promptly and professionally, providing accurate information and solutions.
• Coordinate with other departments to ensure guest requests are fulfilled efficiently.
• Maintain a high level of customer service by anticipating guest needs and exceeding their expectations.
• Handle guest complaints with empathy and resolve issues to their satisfaction.
• Promote hotel services and amenities to enhance guest experience and drive revenue.
• Ensure compliance with hotel policies and procedures, maintaining a safe and secure environment.
• Monitor guest feedback and implement improvements based on their suggestions.
• Assist in training new staff on guest service standards and procedures.
• Maintain accurate records of guest interactions and transactions.

Job description

Guest Experience Expert, Front Office - London Heathrow Marriott

Are you passionate about delivering exceptional hospitality and eager to join a dynamic team at one of the world's leading hotel brands? The London Heathrow Marriott Hotel is looking for dedicated individuals to join our team. At Marriott, we believe in creating memorable experiences for our guests.

Position

Full-time, 40 hours per week

Employee Benefits

• Free Meals on Duty:Enjoy complimentary meals while you work.
• Uniform Provided:A professional uniform is supplied for all employees.
• Leisure Club/Gym Access:Free use of the hotel's leisure club and gym facilities.
• Benefit HUB Access:Gain access to a range of discounts and offers through our Benefit HUB.
• Discount Rates:Enjoy discounted rates at Marriott Hotels worldwide, including 50% off at our hotel restaurant, Carluccio's.
• Health Insurance:Eligible employees can opt into health insurance plans, including vision and life insurance.
• Pension Scheme:Automatic enrolment in The People’s Pension after three months of employment, with additional options for the Marriott UK Workplace ARC Pension Plan.
• Employee Assistance Programme:Free and confidential support for various challenges, including financial advice, stress, and health issues.
• Career Development:Opportunities for career growth and internal transfers within Marriott's global network.
• Training and Development:Access to training programs to enhance your skills and advance your career.
• Free Parking:Complimentary on-site parking for employees.

Job Responsibilities

• Welcome and assist guests with check-in/check-out procedures, ensuring a smooth and pleasant experience.
• Address guest inquiries and concerns promptly and professionally, providing accurate information and solutions.
• Coordinate with other departments to ensure guest requests are fulfilled efficiently.
• Maintain a high level of customer service by anticipating guest needs and exceeding their expectations.
• Handle guest complaints with empathy and resolve issues to their satisfaction.
• Promote hotel services and amenities to enhance guest experience and drive revenue.
• Ensure compliance with hotel policies and procedures, maintaining a safe and secure environment.
• Monitor guest feedback and implement improvements based on their suggestions.
• Assist in training new staff on guest service standards and procedures.
• Maintain accurate records of guest interactions and transactions.

Safety and Company Policies

• Follow all company and safety and security policies and procedures.
• Report maintenance needs, accidents, injuries, and unsafe work conditions to the manager.
• Complete safety training and certifications.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Communicate with others using clear and professional language.
• Develop and maintain positive working relationships with others.
• Support the team to reach common goals.
• Listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience in a customer service role.
• Supervisory Experience: None required.
• License or Certification: None required.

At London Heathrow Marriott, we are dedicated to sustainability and minimising our environmental impact. Our key initiatives include:

• Renewable Energy:The hotel uses windmills and solar panels on the roof to power external lighting, significantly reducing CO2 emissions.
• Rooftop Greenhouse:Fresh herbs and vegetables are grown in our rooftop greenhouse, ensuring low food mileage and providing fresh produce for our kitchen.
• Water Conservation:We have implemented water-saving bathroom fittings and an energy-efficient, low-water laundry system to conserve water.
• Food Waste Reduction:Our innovative 'Food Waste Lab' repurposes food production waste, supporting Marriott's goal to significantly reduce food waste.
• Sustainable Meetings:Our meeting spaces and packages are designed to embrace sustainability in all aspects of events.

About Marriott International: 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.

Compensation: Competitive salary