Hotel Guest Experience Ambassador
2 weeks ago
As a Guest Service Representative at Marriott International Inc, you will be the first point of contact for hotel guests, providing exceptional service and support throughout their stay. This role requires strong communication and problem-solving skills, as well as the ability to work effectively in a fast-paced environment.
Key Responsibilities
- Welcome guests and complete the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
- Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
- Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
- Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
- Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
- Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
- Always maintain professionalism consistent with hotel brand and company expectations.
- Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
- Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
- If applicable, maintain balance and security of house bank and accurately log all transactions.
Requirements
- High School diploma or equivalency education certificate required.
- Excellent verbal and written communication skills.
- Must be able to speak, read, and write in primary language used in the workplace.
- 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday.
- Lift, lower, and maneuver up to 30 pounds occasionally.
About Marriott International Inc
Marriott International Inc is a leading hospitality company that operates a portfolio of 30 brands in over 130 countries. Our mission is to provide exceptional guest experiences and to deliver long-term value to our shareholders. We are committed to diversity, equity, and inclusion, and to creating a workplace culture that is respectful, inclusive, and supportive of all employees.
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