Guest Experience Expert Telephone Operator Job at Marriott Bonvoy (London)

Guest Experience Expert Telephone Operator

Marriott Bonvoy

Location:
United Kingdom , London

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

Job Responsibility:

Answer, record, log, and process all guest calls, requests, questions, or concerns.
Operate telephone switchboard station.
Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
Advise guest of any messages received.
Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
Receive, record, and relay messages accurately, completely, and legibly.
Activate/deactivate guest room message lights as appropriate.
Instruct guests on how to access the internet, transfer guests with problems to provider's customer support line.
Test communications equipment to ensure it works properly.
Respond to special requests from guests with unique needs.
Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Dispatch bell staff or valet staff as needed

Requirements:

Previous experience working within a hotel environment preferred
Strong Communication skills (verbal, listening, writing), good telephone etiquette is vital for this role.
Innovative
Pro-active and reliable
Able to work alone and within a team
High school diploma/G.E.D. equivalent
Ability to use standard software applications and hotel systems e.g., Office, Delphi, Marsha, Opera, etc

What we offer:

Competitive salary package
28 days holiday including bank holidays increasing to a maximum of 35 days
Accommodation Service Charge upon successful completion of probation
Season ticket loans
Discounted room rates for you & friends and family
Recommend a friend scheme
Complimentary dry cleaning
Pension scheme
Life assurance
Competitive car lease schemes
Access to major high street discounts
World-class international career opportunities within Marriott hotels tailored to your specific needs
Professional learning and development opportunities
Tuition aid
Unlock access to world-class trainers and elevate your potential
Exclusive access to the world’s leading management minds
Complimentary meals on duty
Flu vaccinations
Complimentary use of the Gym
Eye care vouchers
Cycle to work scheme
Creative workshops
Support volunteer programmes like Magic Breakfast
Community activities like canal cleaning, volunteering at farms, plogging and much more
Plant a tree
Annual parties, Christmas lunches, summer BBQ's and Easter celebrations
Length of service rewards and invitations to recognition events
Monthly/yearly recognition schemes
Discount in Gordon Ramsay's Bar & Grill and The Lucky Cat
Recognising personal milestones – new baby, wedding, birthdays and anniversaries
Retirement parties

Additional Information:

Job Posted:
January 06, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Marriott Bonvoy - All Job Offers

Job Link Share: