Overview
THE FIRST STANDALONE AUTOGRAPH COLLECTION BRANDED RESIDENCES, iconic locale. A new avant garde tailor-made ‘Chelsea boutique’ style of home rooted in a legacy of exceptional hospitality, The Residences are designed with thoughtful, innovative amenities that elevate your lifestyle. Rich in character, these branded homes reflect the spirit of individual Owners and are equally as unique. Every carefully crafted residence is a true original and defies convention. Own your own gateway to the extraordinary, a home exactly like nothing else.
Additional Information
Job Number 26055433
Job Category Rooms & Guest Services Operations
Location The Lucan Autograph Collection Residences, 2 Lucan Place, London, United Kingdom, SW3 3PB
Schedule Full Time
Located Remotely? N
Position Type Non-Management
Note: The following sections describe responsibilities and daily activities associated with this role.
Concierge Services
- Supply Residence owners/guests with directions and information.
- Understand and assist with Residence owners’ reservation services (HRS).
- Assist with scheduling of the elevator for move-in/out for Residence owners/tenants.
- Assist Bell/valet services for Residence owners when requesting their vehicles.
- UK Driving License: A valid UK driving license is compulsory for this position.
- Security License: While not mandatory, having a security license is preferable and will be considered an advantage.
- Respond to and coordinate Residence owner, guest, and visitor requests for special arrangements or services by making arrangements with designated vendors or identifying appropriate providers according to departmental standards.
- Arrange transportation for Residence owners/guests/visitors, and record advance transportation requests as needed.
- Maintain coverage of Concierge area by assisting with breaks of the Concierge team.
- Respond to special requests from Residence owners/guests with unique needs.
- Coordinate with Bellperson, Housekeeping, Engineering, and Security/Loss Prevention to resolve calls or requests.
- Gather, summarize, and utilize information about third-party vendors for residence repairs.
- Monitor service agreements and ensure work orders are in place with proof of insurance in files.
- Monitor and maintain lobby and work area cleanliness.
- Announce visitors, contractors, decorators, realtors, etc., to Residence owners and control access accordingly.
- Provide proper documentation and visitor passes.
Surveillance/Patrol
- Monitor CCTV, perimeter alarm system, duress alarms, and fire life safety systems and dispatch emergencies to appropriate personnel.
- Act as dispatcher when necessary.
- Lock property entrances during designated times.
Incident/Emergency Response
- Respond to accidents involving residents, guests, and employees and determine if emergency aid is required.
- Administer first aid/CPR as required.
- Assist during emergencies (fire, evacuation, severe weather, bomb threat, etc.).
- Notify manager/supervisor, local police, or other appropriate individuals in event of incidents.
- Document and communicate incident details to EMS/medical personnel as required.
- Defuse disturbances and summon authorities as necessary; document incidents.
- Respond to domestic problems and summon outside assistance if necessary.
- Complete incident reports related to Security/Loss Prevention incidents.
- Handle business interruptions and complaints; resolve safety hazards.
- Escort unwelcome persons from the property.
- Report scenes of vehicle accidents/thefts and document required information.
- Use proper code responses when calling for assistance.
Residence Owners Relations
- Address service needs in a professional, positive, and timely manner.
- Welcome Residence owners and guests with a friendly greeting and use names when possible.
- Anticipate service needs and act on preferences where possible.
- Listen and respond to questions and requests using brand or property-specific processes to resolve issues and build trust.
- Document all requests/complaints and communicate to appropriate personnel.
- Complete preference forms and implement changes in the system and follow up as needed.
- Assist other employees to maintain proper coverage and prompt service.
- Provide assistance to individuals with disabilities within guidelines (e.g., escorting, explaining actions, providing accessible materials).
Documentation/Reporting
- Legibly complete requisitions for additional supplies/materials and submit to Residence General Manager.
- Maintain updated resource materials on vendors and information to accommodate requests.
- Document maintenance needs on work orders and input into the system; submit to Residence General Manager.
- Document all pertinent information in log(s) and update log books during shifts.
- Accept, document and distribute packages, and dry-cleaning items for Residence owners.
- Monitor, send, and distribute faxes.
- Complete and monitor all Residence Owners profiles in the system (e.g., GXP).
At Marriott International, we are dedicated to being an equal opportunity employer and foster an environment where the diverse backgrounds of our associates are valued and celebrated. This role is within The Autograph Collection, a growing collection of four and five-star independent hotels known for quality, originality, bold character, and unique guest experiences. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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