POSITION SUMMARY
First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences.
CRITICAL TASKS
Guest Relations
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues.
- Address guests' service needs in a professional, positive, and timely manner.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs.
- Engage guests in conversation regarding their stay, property services, and area attractions.
- Thank guests with genuine appreciation and provide a fond farewell.
- Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting.
- Stay up to date on the local area to provide specific recommendations for guests.
Guest Services
- Arrange transportation for guests/residents/visitors, and record advance transportation requests as needed.
- Contact appropriate departments as necessary to resolve guest requests or problems.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Manage access to technological devices within public spaces and provide basic troubleshooting assistance.
Greet/Escort Guests
- Supply guests with directions and information regarding property amenities, services, and local areas of interest.
- Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets.
Communications
- Speak to guests and co-workers using clear, appropriate, and professional language.
- Discuss work topics discreetly and quietly, avoiding public areas of the property.
- Answer telephones using appropriate etiquette.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive working relationships with other employees and departments.
Policies and Procedures
- Ensure uniform and personal appearance are clean, hygienic, and professional.
- Follow company and department policies and procedures.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Safety and Security
- Follow property specific procedures for handling emergency situations.
- Report work related accidents or injuries immediately.
CRITICAL COMPETENCIES
- Analytical Skills
- Customer Service Orientation
- Interpersonal Skills
- Team Work
- Integrity
- Dependability
- Positive Demeanor
- Adaptability/Flexibility
- Time Management
PREFERRED QUALIFICATIONS
Education
Higher Education, Diploma or equivalent
Related Work Experience
Minimum 6 months experience in a similar role
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.
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