(GBR-London) Front Desk Talent

**Job Number** 19121530 **Job Category** Rooms and Guest Services Operations **Location** Aloft London Excel, One Eastern Gateway, London, Greater London, United Kingdom VIEW ON MAP **Brand** Aloft Hotels **Schedule** Full-time **Relocation?** No **Position Type** Non-Management/Hourly **Start Your Journey With Us** At Aloft Hotels we’re wired for next generation travelers who love open spaces, open thinking, and open expression. Aloft provides a space where style is necessary, social scenes are vibrant, and where the only direction is forward. Our guests are tech savvy and confidently social, with an eclectic style they’re not afraid to show. We understand what our guests need, so we provide an affordable option for the tech-savvy design guru. We’re looking for innovative self-expressers who aren’t afraid to draw outside the lines. If you are someone who appreciates tech-forward features and vibrant social scenes, then we invite you to explore a career with Aloft Hotels. **Job Summary** + Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. + Address guests' service needs in a professional, positive, and timely manner. + Engage guests in conversation regarding their stay, property services, and area attractions/offerings. + Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust. + Thank guests with genuine appreciation and provide a fond farewell. + Assist other employees to ensure proper coverage and prompt guest service. + Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. + Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. + Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp). + Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine. + Assign room according to guest request and preferences whenever possible. + Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. _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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