Guest Relations Manager - JW Marriott Grosvenor House

Full Job Description

Guest Relations Manager - EXPLORE MARRIOTT

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott  is part of Marriott International's luxury portfolio and consists of more than 110 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

Grosvenor House Located on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park. This grand 5-star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomes celebrities, royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep, the hotel is a stone’s throw from Bond Street, Knightsbridge, Regent Street, Buckingham Palace, V&A, Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present, and indulge in the inspired service and nourishing surroundings. 

We are currently recruiting for an ambitious and passionate Guest Relations Manager  who strives to provide and inspire incredible guest service that creates truly memorable experiences for our guests. Join our amazing and diverse team and grow your career with Marriott International, the world’s largest and most celebrated hospitality brand. 

What we are looking for

• An individual with strong interpersonal skills and good people management ability 
• Being innovative, pro-active and reliable, able to work alone and within a team.
• Sufficient experience in a similar position 
• An ambassador who must have a passion for hospitality.

JOB SUMMARY

The Guest Relations Manager should offer a high level of both proactive and reactive customer service. They are expected to support and follow up with guests’ requests, proactively identify ways that the guests stay can be made memorable as well as building relationships with VIP and high-profile guests offering the highest level of customer service. They should champion customer service within the hotel, strive to make sure that every guest has a seamless experience, enjoyable stay and their expectations exceeded. 

• Communication of the guest complaints and follow through to all department heads and Executive office and ensuring that guest remarks are always updated. 
• Monitor and control departmental expenses as VIP gifts, stationary etc.
• Recognize and communicate VIP guests and Marriott Bonvoy elite guests. Implement hotels VIP, recognition, and upgrade program appropriately. Ensure property leadership and other departments are aware of any VIP guests, regular guests or guests who experienced challenges during previous stay. 
• Compile and distribute list of anticipated services and amenities to relevant departments.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Review comment cards and guest satisfaction results with front office management, identify trends and make suggestions for improvement with a focus on continuous improvement. 
• Make pre-arrival, mid-stay, and post-stay calls to guests to ensure needs are met.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved. Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Make decisions when dealing with guests and other departments, commit to a course of action with information available. 
• Keeps up to date on available resources that can help to better serve customers’ needs and to improve organizational performance. Make suggestions to improve our offering and stay competitive.  
• Works to drive guest satisfaction scores but being mindful of department expenses and other hotel goals. 
• Respond to requests for special arrangements or services by planning or identifying appropriate providers.

CANDIDATE PROFILE

Experience: 

• Previous experience working within a guest relations/customer experience department or hotel Front Office essential. 
• Experience supervising a team preferred.

Skills and Knowledge:

• Strong communication skills, (verbal, written, listening)
• Customer service orientation and strong interpersonal skills
• Ability to work alone as part of a team.
• Multitasking, organisational skills and time management skills
• Positive demeanour
• Good influencing skills, conflict resolution and negotiation skills. 
• Stress management and the ability to make decisions under pressure.
• Dependability and reliability. 
• Innovative and pro-active.

REWARDS FOR WORK… BENEFITS FOR YOUR LIFESTYLE

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. You’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

We’ll support you in and out of the workplace by offering:

• Team-spirited co-workers
• Encouraging management
• Wellbeing programs
• Comprehensive Training and Development program
• Marriott Discount Card enabling to benefits from hotel room, gift shops and F&B across 130 countries.
• Recognition programs
• Meals at work
• Uniform
• Enrolment of Perks at Work - Access to unlimited deals of retailers and more
• 20 days holiday increasing with service
• Cycle to work scheme
• Pension & Life Assurance
• Awards and recognition celebrations and many more….

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

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.