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. 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.
Guest Relations
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes to resolve issues, delight, and build trust.
- Address guests' service needs in a professional, positive, and timely manner.
- Anticipate guests' service needs, including asking questions to better understand their needs and acting on them whenever possible.
- 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, using the guest's name when possible.
- Stay up to date on the local area to provide specific recommendations for guests.
- Perform other reasonable duties as requested.
Guest Services
- Arrange transportation for guests and record advance requests as needed.
- Contact appropriate departments as necessary to resolve guest calls or requests.
- 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 and local areas of interest.
- Tag, store, and retrieve luggage from storage, providing guests with proper claim tickets.
- Assist with valet duties, ensuring services are charged accordingly.
Communications
- Speak to guests and co-workers using clear, appropriate, and professional language.
- Discuss work topics discreetly, 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.
- Maintain positive working relationships with other employees and departments.
- Handle sensitive issues with tact, respect, and confidentiality.
Policies and Procedures
- Ensure uniform and personal appearance are clean and professional.
- Follow company and department policies and procedures.
- Protect company assets in accordance with policies and procedures.
- Protect the privacy and security of guests and coworkers.
Quality Assurance
- Comply with quality assurance expectations and standards.
Safety and Security
- Follow procedures for handling emergency situations.
- Maintain awareness of undesirable persons on property premises.
- Report work-related accidents immediately.
- Identify and correct unsafe work procedures or conditions.
Minimum Requirements
Education: Higher Education, Diploma or equivalent
Related Work Experience: No related work experience is required
Supervisory Experience: No supervisory experience is required
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
#J-18808-Ljbffr
