Luggage Porter - JW Marriott Grosvenor House London

POSITION SUMMARY

Luggage Porter - 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 Luggage Porter 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

• Strong organization and multi-tasking skills
• An keen eye for detail
• Strong problem-solving and decision-making skills
• Confidence interacting with guests 
• Good communication skills – both written and verbal English
• The ability to work independently 
• Previous experience working in five star, luxury/lifestyle hotels
• A positive mindset
• A genuine passion for working in hospitality

JOB SUMMARY

To assist our guests efficiently, courteously, and professionally. Each interaction is to be completed following quality assurance standards, exceeding our guests’ expectations, and promoting a professional and positive image of JW Marriott Grosvenor House London. 

• Prepare yourself for your daily shift by making sure there is a hand over between shifts and you pass on all necessary information, and you familiarise yourself with the daily brief sheet. Have detailed and up to date knowledge of all hotel services and functions at all times.
• Meet and greet every guest with a smile, ensure assistance is always offered. Follow the Symphony of Service components in ensuring open palm gestures, the escorting process, two handed deliveries are practiced.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Anticipate guests' service needs by asking questions to better understand their requirements and watching/listening to guest preferences. Always act on these whenever possible. Proactively offer support to guests with luggage and shopping bags as they enter the lobby. 
• To be empowered to deal with guests’ issues and problems, using the LEARN model, and seeking advice when unsure what to do.
• To ensure compliance with quality assurance standards, including department checklists and brand standard audit requirements. 
• Upon luggage delivery the full brand audit requirements are fulfilled with the guest being introduced to their room facilities. For occupied rooms, follow correct announcements when entering guest rooms
• Ensure the correct process is followed, have names recorded on luggage tickets and the correct tickets used. This includes the necessary questions being asked in ensuring long storage luggage is identified and recorded correctly with the correct ticket being completed. The correct ticket is to be given to the guest. 
• For arriving guests, the guest is explained that the luggage ticket should be handed to the Front Desk Agent upon registering.
• Respond positively and provide timely luggage assistance to any guest who asks for it. 
• Use guest names at all times and try and obtain guest name at every opportunity. luggage tickets must always have a guest name noted.
• Ensure luggage room is always secure and that all guests belongings are not left unattended in public spaces. 
• Address and bring to the attention of your supervisor any unusual items stored in the luggage room (suspicious items or unusual items such as perishable items, large quantity of storage items)
• Be a mentor to new hires, support and encourage their learning.
• Maintain all logbooks.
• Always ensure the immaculate appearance of lobby, luggage room, and luggage elevator banks.
• Preform duties of a doorman in their absence. 
• Delivery of newspapers, express check out folders, messages, packages etc. to guestrooms.
• Use the approved and correct stationary to advice of delivery attempt when DND/Privacy sign is in place

CANDIDATE PROFILE

Experience: 

• Previous experience working within a customer service environment preferred.

Skills and Knowledge:

• Strong communication skills, (verbal, written, listening)
• Customer service orientation and strong interpersonal skills
• Ability to work independently or as part of a team.
• Multitasking, organisational skills and time management skills
• Positive demeanour
• Proactive and reliable

Education:

• Good level of English essential

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.