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Additional Information

Job Number 25007121

Job Category Rooms & Guest Services Operations

Location Sheraton Grand London Park Lane, Piccadilly, London, London, United Kingdom, W1J 7BXVIEW ON MAP (https://www.google.com/maps?q=Sheraton%20Grand%20London%20Park%20Lane%2C%20Piccadilly%2C%20London%2C%20London%2C%20United%20Kingdom%2C%20W1J%207BX)

Schedule Full Time

Located Remotely? N

Position Type Non-Management

POSITION SUMMARY

We are hiring for a Telephone Operator

Based at The Sheraton Grand London Park Lane Hotel - a Grand Experience Crafted in Mayfair.

Rewards for work…. Benefits for your lifestyle

• Part of Marriott International, the largest hospitality brand in the world - this means national and internal promotion opportunities for the right candidates. The sky is your limit here

• World class training and development programmes tailored to enhancing your skills and help you grow within the Marriott family.

• Work alongside some amazing talent - award winning, experienced hospitality professionals

• Discounted room nights & food and beverage - because your well-being means so much

• Complimentary laundry, free meals on duty

• Access to fabulous and flexible benefits to help you in and out of work

As a Guest Service Centre Agent, you operate the telephone switchboard and answer all internal and external calls for two 5* hotels: The Sheraton Grand London Park Lane and the Park Tower Knightsbridge, a Luxury Collection Hotel.

We answer and record all guest calls and requests and inform the relevant departments and colleagues accordingly. We follow up with the guest to ensure their request has been fulfilled to their satisfaction. You will be the first point of contacts for guest complains, starting the service recovery process and informing the Duty Manager.

• Operate the telephone switchboard for the Sheraton Grand Park Lane and the Park Tower Knightsbridge, a Luxury Collection Hotel as per Brand Standards and Telephone Courtesy.

• Answer, record and process all guest calls, requests, questions or concerns and receive, record, and relay messages accurately, completely, and legibly.

• Enter all guest requests in Empower: GXP, ensure requests are met within an appropriate time frame.

• Ensure that all defects and requests are remedied within each hotel’s target time by following up with the concerned departments

• Act as a “single point of contact” as much as possible for both hotels for internal and external guest needs; minimizing the need to engage guest facing teams or to transfer calls

• Proactively anticipate guest needs where possible, taking responsibility to ensure needs are met before they arise

• Ensuring the delivery of follow up calls ensuring guest satisfaction for jobs/requests/defects that surpass hotel’s target time

• Be a team player both within the Guest Service Centre and across all departments in both hotels to ensure of strong collaboration ensuring guests receive the highest level of service

• Project a pleasant and positive professional image to all contacts, guest and colleagues, at all times.

• Be fully conversant with each hotel’s facilities and all processes connected to guest service

• Be first point of contact for guest complaining over the phone. Start the service recovery process and inform HOD/Duty Manager if necessary for further follow-up

• Accurate taking and delivery of wake up calls as per Brand Standards

• Plan and execute welcome calls; welcoming selected guests to the hotel and offering welcome drink and further assistance

• Respond to guest enquiries via the Marriott Chat in appropriate time.

• Send out invoices to guests upon request

• Monitor generic email inboxes and reply to guest in a timely manner

• Process early arrival requests and inform Front Office and Housekeeping teams accordingly in preparation for guest’s arrival

• Be fully conversant with Marriott Bonvoy program and apply to daily duties as required.

• Update guest bookings with upgrade, early check-in, late check-out and special requests

• Dealing with rate inclusion queries

• Dealing with Lost Property queries

• Update the Key Metrics board on a daily basis; keep track of the hotels’ key service metrics and goals

• Ensure phone lists and phone extension information for both properties plus the regional and complex offices is constantly updated

• Manage bookings for F&B outlets via the Bookatable platform

• Stay fully up to date with all promotions, offerings and opening hours of the F&B areas within each hotel

• Be aware of the facilities in all levels of guest rooms in both properties and where to find specific items within the rooms

• Be conversant with the different services, their availability, costs and processes of each hotel. These services include but are not limited to: TV Video On Demand system - Connection to WIFI & charges - Laundry & Dry Cleaning Service - In Room Dining - Fitness Centres

• To be fully trained in Empower GXP: how to enter, complete and cancel request; understand when follow up is needed; look up closed requests

• Be fully conversant in use of Mitel telephone management system

• To be fully trained and competent in Opera related tasks including but not limited to: Deciding on Late Check Out requests; Rate inclusions (e.g. breakfast, cancellation policy, Wi-Fi etc.); Looking up reservations and adding Arrival/Departure comments, profile comments, reservation comments; setting traces as required e.g. extra bed or crib requests; Adding MAGC special code to booking; sending messages to the guest

• Ensure you are always up to date with all Standard operation procedures (SOP)

• Train new joiners on daily tasks

• Flexibility and willingness to work on various shifts, such as early morning shifts, late evening shifts and overnight shifts. The Guest Service Centre operates 24/7 including weekends and bank holidays and the Rota will reflect this.

• Accept changes or additions in work hours, which are necessary for the maintenance of uninterrupted service to hotel guests and patrons.

• To understand and be compliant with the hotels’ Health & Safety policies, including but not limited to: Fire Evacuation Process - Bomb Scare process - Emergency situation e.g. Requirement for an ambulance - Escalation process for a Crisis situation - Dealing with calls from the press - Alleged Food Bourne Illness allegation – PCI awareness – Data protection

• Log help request tickets with the IT team in case of system failures

• Ensure our work environment and equipment is clean and in pristine condition at all times

• Take ownership of a championship role within the team. Examples of these could be: serve as departmental trainer – update weekly rotas and timesheets – update Telephone Directory with starters and leavers – prepare weekly Empower: GXP reports for hotel management teams to review

• Tasks are indicative and the role is not limited to the above

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.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, 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.