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about 1 year ago
Marriott Hotels
Location: London
Job type: Permanent
Sector: Front of House
Category: Waiting Staff Jobs
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At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

Sheraton Heathrow Hotel has been going beyond for guests for more than 40 years. Firmly established as one of the most convenient hotels in Heathrow, with 426 bedrooms and 20 modern full-flexible meeting rooms we are a popular choice for a wide range of travellers. In early 2017, we will complete a multi-million pound guest room transformation which will elevate the guest experience ensuring Sheraton Heathrow Hotel remains a welcoming comfortable place for many years to come. To create 'Go Beyond' experiences for all our guests we need people that inspire and take action! Being part of the Sheraton family means striving for your personal best. Learn, grow and reach your potential as a member of our thriving and dynamic team.

Job Summary

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Security of any reports of theft.

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance 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.

For the Guest Services Associate position, flexibility is essential as you will be required to a shift pattern, to include early, late and night shift hours. It is required that you have great customer service skills and enjoy dealing with the day-to-day challenges of Reception work. Guest Service Agents must be smart in appearance and a good knowledge of Opera PMS is advantageous.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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