Guest Relations Manager

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.
• To make sure work is delegated accordingly and followed up within a time specified where required.
• 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.
• Maintains high visibility in public areas during peak times, (this could be in the lobby, Executive Lounge, banqueting space or any other area required.)
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.https://careers.marriott.com/guest-relations-manager-jw-marriott-grosvenor-house/job/84CECBB3C140FDE9C81D02DC47F32DFF