Guest Services Executive (Luggage Porter) in London

The Dixon, Tower Bridge, a boutique style hotel part of Autograph Collection Hotels opened its doors in late 2018. Taking centre stage in the Tower Bridge neighbourhood on Tooley Street, The Dixon, Tower Bridge, Autograph Collection is set to be become a new cultural hub for the capital’s centre of artistic activity.

• Named after John Dixon Butler, the architect who originally constructed the building in 1905 as a Magistrates Court and police station, the hotel takes inspiration from the area’s vibrant cultural heritage, while also capturing its new wave of creative cool.
• The 193 rooms redefines the traditional boutique hotel by seamlessly incorporating the local neighbourhood’s culture through an artful mix of heritage design. Think simple brickwork, tall windows and modern furniture from British designers that sit alongside more classic pieces, whilst curated artworks from local artists will hang on the walls.
• Cleverly reflecting the buildings purpose as a courtroom, the restaurant serves as a neighbourhood oasis that welcomes not only hotel guests but also the local trade.

What we offer

• Staff rate across all Marriott brands and across the Dominus hotel portfolio
• Your Inspirational Stay – a night in the hotel and enjoy dinner, bed and breakfast with a plus one (T&C's apply)
• Additional annual leave entitlement based on length of service
• Impact Day, paid day to support your charity of choice
• Development opportunity across the Dominus hotels portfolio, including Marriott and Hilton brands
• Staff events and recognition schemes
• Access to Employee Assistance Program (EAP)
• Season Travel Ticket Loan
• Cycle To Work Scheme
• Refer A Friend Scheme – get rewarded when they join the team
• A collaborative team culture where people thrive together and a place where you can be your true authentic self

About the role

This is an exciting and challenging opportunity for an individual who is used to providing excellent customer service and always looking to exceed expectations! You'll have a passion for making guests happy, have innovative ideas on how to deliver “wow moments,” and enjoy looking for resolutions to any matters raised.

People

• Extends an efficient and welcoming experience both upon arrival and departure.
• Attends to any guest comments brought to their attention and deals with these efficiently and courteously. Readily available to attend any quest questions and enquires providing adequate response to them.
• Has the ability to offer insightful and bespoke recommendations based on individual guest preferences and be able to maintain a high level of product and service knowledge in order to best serve and facilitate guest requests.

Quality

• Ensures the management of guest luggage (arrival/departure and storage) and its correct recording with the appropriate labelling.
• Ensures all luggage items are delivered to the correct rooms in a timely manner.
• Deliver all guest mail to their rooms. Ensure daily newspapers are delivered according to standard and that the order reflects business level and demands to ensure expenses are kept to a minimum.
• Ensure a high level of local knowledge with regards to nearby streets, attractions, shops, amenities etc. In-depth knowledge of London is essential.
• Collect and provide comprehensive information and coordinate guest requests including but not limited to hotel services, sporting events, places of interest, restaurants, theatre, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest. Handle reservations and obtain/issue tickets where applicable.
• Adheres to the correct procedures on acceptance of payment cards and cash, as well as foreign currency exchange.

Profit

• Escort guests to bedrooms, upsell all hotel facilities and explaining all room facilities to the guests.
• Demonstrates excellent knowledge of room categories, hotel facilities, rates, packages and any ongoing promotions.
• Maximizes occupancy and uses up-selling techniques to promote the hotel.

About you

• Previous guest exposure in the Tourism and Hospitality industry, preferably in an upmarket setting.
• Will be motivated to go beyond the guest expectations, have a can do approach, dynamic, proactive and has a great command of English language.
• Previous experience within front office, concierge or a similar role is desirable as is experience with using Opera PMS is an advantage.

If you would like to join a people focused team in a unique hotel, please do get in touch! We look forward to hearing from you.