Guest Arrival Expert (Luggage Porter) - London Marriott Hotel Canary Wharf
Marriott International · London
JOB SUMMARY
Great, welcome all guests, and ensure a hospitable and professional atmosphere in the concierge area. Serve all guests providing the highest level of service in an efficient and courteous manner while following Marriott standards, procedures and policies at all times.
SCOPE/BUSINESS CONTEXT
- A Full-Time position based at the London Marriott Hotel Canary Wharf and Executive Apartments
- Number of Direct Reports - 1
- Titles of Direct Reports – 1
CANDIDATE PROFILE
Experience:
- Previous experience working within a 5-star preferred but not essential.
Skills and Knowledge
- Strong Communication skills (verbal, listening, writing)
- Innovative
- Pro-active and reliable.
- Able to work alone and within a team.
- Physically fit
Education or Certification
- Good level of English essential
- Assist all guests arriving by car, taxi or limousine by opening the car door and helping to unload luggage. Extreme care and proper loading habits for protection of guest property should be taken when luggage trolleys are in use.
- Use correct luggage handling standards to record and store all guest luggage on arrival and departure and for long term storage of bags.
- Assist guests in obtaining a taxi when doorman is not available and if necessary, assist with loading of luggage.
- Check and uncheck luggage for guests.
- Provide directions, maps and other information as requested about the immediate and surrounding areas.
- Maintain a clear roadway directly in front of the hotel entrance.
- Stay in their position and be alerted to provide assistance.
- Handle all guests’ requests and fulfill them as quickly as possible.
- Be very knowledgeable about the hotel and its services.
- Be very knowledgeable about local areas, local events, attractions, sightseeing and cultural events.
- Ensure that hotel interests are followed. Be informed about hotel contracts and follow them at all times.
- Ensure compliance with accident prevention guidelines.
- Ensure that logbooks, handovers and checklists are well maintained.
- Recognize all repeat guests, VIPs and Elite Members. Be able to recognize them and know about their special requests.
- Be knowledgeable about Marriott Bonvoy Program
- Have a thorough knowledge about SOPs and LSOPs.
- At all times strive to represent Marriott in the most professional and courteous manner.
- Be able to perform basic Concierge and Doorman duties and cover when required and instructed in accordance to the need of the business.
- Assist in answering in-house guest calls when Front Desk is busy.
- Ensures the cleanliness of the reception, lobby and back-office area at all time and in line with Covid-19 guidelines
- Working hours as required to do your job but normally not less than 40 hours per week.
- Be flexible about work schedule
- Each associate is expected to carry out all reasonable requests by management which the associate can perform.
- Work collaboratively with all other departments to ensure guests receive seamless service throughout their stay
- Keeps up to date with Covid-19 advice and adheres to all cleaning and hygiene requirements within the department
The following are specific responsibilities and contributions critical to the successful performance of the position:
- Must use correct procedures for storing and delivery luggage and guest items.
- Must be aware of the hotel VIPs and all day-to-day meetings within the hotel.
- Must be proactive in welcoming and greeting customers at the front of the hotel.
- Must be aware about restaurant, bars and attractions of the city.
- Performs other related tasks as assigned by management.
- Complies with Marriott International Hotels Limited Regional Office policies and procedures.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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