Guest Relations Ambassador

Marriott Hotels
United Kingdom
02 Oct 2017
05 Nov 2017
Contract Type
Full Time

The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world's most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.


Essential functions and knowledge unique to this position

    Oversee the hotel lobby on a daily basis Complete the VIP arrival list and send out for the following day Complete all pre stay communication with all guests using the Starguest pre arrival search and respond to all guests in a timely manner Meet and room all VIP's Show every guest checking in to the lift and offer rooming Actively engage guests in the Let's Chat WhatsApp Liaise with the Butler team regarding suite check ins Manage the amenity delivery process for all amenities apart from Butler rooms Complete follow up calls to those guests not roomed Pull a Starguest defect report each evening and follow up with all guests on their reported defects Pull a departure list for the following day and complete calls to offer assistance with departure - establish departure time and whether transport needs to be arranged Proactively upsell all F&B outlets Assist Concierge with delivery of small items should they be busy Ensure the lobby is tidy and beautifully presented Regularly review room availability situations together with Housekeeping Record and hand over to Housekeeping or Security any lost or found items. Report any faults or system problems to the IT Department and to follow up where necessary Report any faults or issues guests have risen to the Duty Manager or relevant department Ensure guest privacy and security, respecting confidential information To be familiar with hotels guest key systems and procedures To be fully conversant in the local language



    Rapport Building
      Liaise with the Guest Relations Manager regarding VIP's Establish and monitor effective employee relations. Liaise with maintenance and housekeeping on all matters that may concern them. Liaise with accounts and reservations on any matters that arise
      • Support the Duty Manager with any guest issues


        Stimulate and encourage a general awareness of health and safety in relation to all tasks and activities undertaken in the department. To be fully conversant with all departmental fire, emergency and bomb procedures and serve as the liaison point in case of emergencies. Ensure that all potential and real hazards are reported immediately and rectified. Attend meetings as required. Be informed of all relevant matters at all times enabling them to take correct action where necessary. Conduct handover briefings to ensure smooth flow of communication between shifts.
        Managing Change
          Ensure new SOPs, standards and processes are communicated and followed through on a daily basis To assist with the smooth training of all Starwood Initiatives within the time frames required.
            Perform any related duties and special projects as designated.

            Service Career Orientation
            This role would be a good step for an individual who has some experience at Front Desk or in a Host role and wants to develop. They must have a passion for working within the hotel sector. The ideal candidate would be proactive, extroverted and have a proven track record in working in a customer facing role.

            Personal Impact

            Political Acumen
            Ensure professional working relationship with all departments of the hotel as main contact person for the daily operation of the Front Office department

            Quality Awareness
            Ensure that guests receive prompt cordial attention and personal recognition.
            Ensure that you are groomed as specified
            To be fully aware of all functions taking place in the hotel at any given time while on duty and to assist with show rounds.
            To be fully aware and aware of the style of the hotel and report immediately any faults, defects to the relevant departments.

            Customer Contact
            Be familiar with all in-house VIP's, regular and long stay guests.
            Handle promptly and courteously all guest comments, complaints, requests or inquiries, by assuring appropriate action is taken or delegate until guest satisfaction has been met and exceeded.
              Create and maintain a personal and respectful rapport with regular guests Ensure that all VIP's who booked suites are escorted to their rooms and offered VIP treatment as specified in the VIP procedures
              Experience Requirements
              Experience in a Front Desk or Hosting role is preferred
              Basic knowledge of Opera PMS is preferred
              Advanced command of English language, both spoken and written

              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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