**Additional Information**
**Job Number** 26045058
**Job Category** Rooms & Guest Services Operations
**Location** JW Marriott Grosvenor House London, 86-90 Park Lane, London, London, United Kingdom, W1K 7TNVIEW ON MAP (https://www.google.com/maps?q=JW%20Marriott%20Grosvenor%20House%20London%2C%2086-90%20Park%20Lane%2C%20London%2C%20London%2C%20United%20Kingdom%2C%20W1K%207TN)
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Management
**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 youu2019re happy, our guests will be happy. Itu2019s as simple as that. Our hotels offer a work experience unlike any other, where youu2019ll 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. Thatu2019s The JW Treatmentu2122.
**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 95th anniversary in 2024. 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 and 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 **At Your Service (AYS) (Switchboard) Manager** who strives to provide and fulfil guest expectations, Supports and motivates a team to enhance the guest experience. Join our amazing and diverse team and grow your career with Marriott International, the worldu2019s largest and most celebrated hospitality brand.
**JOB SUMMARY**
Responsible for the successful functioning of the department. Responsibility of the department is to receive all in-house and outside telephone calls and process requests professionally and correctly. This includes taking room service orders, receiving and processing all requests for additional items, directions, correcting any issues and, if necessary, forwarding calls on to appropriate areas. The Manager needs to ensure the agentsu2019 information is thorough and up-to-date. Accountable for tracking all guest requests and issues to use as process improvement tool. Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.
**CANDIDATE PROFILE**
**Experience:**
Previous experience working within a Front Office or similar environment preferred. Previous experience supervising a team preferred.
**Skills and Knowledge:**
Strong communication skills (verbal, listening, writing) Comprehensive knowledge of front desk operational procedures Technical understanding of the switchboard operations and front office operation Working knowledge of reservation procedures and related systems Personable and people orientated demeanor – ability to build relationships. Effective coaching, negotiation and influencing skills Creative and innovative problem solving and decision-making skills Planning and organizational skills Adaptability, and flexibility. Maintain a high level of Integrity. Strong business acumen and focus on results. Strong leadership skills. Ability to multi-task and handle stress.
**CORE WORK ACTIVITIES**
**Maintaining Guest Services and Front Desk Goals**
Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
**Managing Projects and Policies**
Implements the customer recognition/service program, communicating and ensuring the process. Tracks all guest issues from various sources and report results. Ensures guest requests/issues are logged. Oversees the financial aspects of the department including purchasing and payment of invoices.
**Ensuring Exceptional Customer Service**
Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Identifies trends in guest issues for resolution. Schedules and supervise staff to ensure prompt, friendly, and attentive service. Supervises AYS agents and runners to ensure prompt and complete resolution of guest calls and requests. Coordinates the process of receiving and resolving guest issues and requests.
**Supporting Management of Guest Service Team**
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.
**Supporting Human Resource Activities**
Assists in the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Assists in recruitment, hiring, training, and orientation of department personnel.
**Additional Responsibilities**
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluates results to choose the best solution and solve problems. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Ensures that all department equipment is in proper working condition and that department areas and storerooms are clean. Performs departmental administrative duties. Addresses complaints and serves as Manager on Duty as needed. Attends meetings (e.g., front office supervisor meetings, operations meetings, forecast meetings, monthly department meetings, sales strategy, pre-con meetings).
**REWARDS FOR WORKu2026 BENEFITS FOR YOUR LIFESTYLE**
As a world-class leader in the travel industry, thereu2019s no better place than Marriott International to make your mark. Joining us, youu2019ll get to entertain and meet people from all over the world as you build your experience. Youu2019ll find a place where your personality and ideas are appreciated just as much as the work you do. Youu2019ll 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.
Weu2019ll support you in and out of the workplace by offering:
Team-spirited co-workers Encouraging management Wellbeing programs Comprehensive Training and Development program Meals at work Uniform Awards and recognition celebrations and many moreu2026.
Our highest priority is making you feel as welcome as our guests. We want you to know youu2019re important to us and that youu2019ll make an impact in your role, and for that, youu2019ll 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._
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of u201cWonderful Hospitality. Always.u201d by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name thatu2019s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.
JW Marriott is part of Marriott International’s luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youu2019re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brandu2019s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where youu2019ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. Thatu2019s The JW Treatmentu2122. In joining JW Marriott, you join a portfolio of brands with Marriott International. **Be** where you can do your best work,u200b **begin** your purpose, **belong** to an amazing globalu200b team, and **become** the best version of you….