Customer Experience Associate

2 days ago


Detroit, Michigan, United States Marriott International Inc Full time
Job Summary

We are seeking a highly skilled Customer Experience Associate to join our team at Marriott International Inc. As a key member of our front desk operations, you will be responsible for providing exceptional guest service, ensuring seamless check-in and check-out experiences, and maintaining accurate records.

The estimated salary for this role is $45,000 - $55,000 per annum, based on location and experience. This includes benefits such as health insurance, retirement plans, and paid time off.

About the Role:

  • Organize and confirm guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
  • Secure payment; verify and adjust billing.
  • Activate and file room keys.
  • Process all guest requests and relay messages.
  • Print contingency lists to have a record of all guests in case of emergency.
  • Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation.
  • FOLLOW UP ON ANY OUTSTANDING REQUESTS OR PROBLEMS FROM THE PREVIOUS DAY AND ARE RESOLVED.
  • RUN AND REVIEW DAILY REPORTS/LOGS.
  • COMPLETE DESIGNATED CASHIER AND CLOSING REPORTS IN THE COMPUTER SYSTEM.
  • ACCEPT AND RECORD WAKE-UP CALL REQUESTS AND DELIVER TO APPROPRIATE DEPARTMENT.
  • COUNT BANK AT BEGINNING AND END OF SHIFT; SECURE BANK.
  • PROCESS ALL PAYMENT TYPES, ADJUSTMENT VOUCHERS, PAID-OUTS, CORRECTION VOUCHERS, AND MISCELLANEOUS CHARGES; PROVIDE CHANGE.
  • NOTIFY LOSS PREVENTION/SECURITY OF ANY GUEST REPORTS OF THEFT.

Requirements:

  • Follow all company policies and procedures.
  • Report accidents, injuries, and unsafe work conditions to manager.
  • Maintain confidentiality of proprietary information.
  • Protect company assets.
  • Welcome and acknowledge all guests according to company standards.
  • Anticipate and address guests' service needs.
  • Assist individuals with disabilities.
  • Thank guests with genuine appreciation.
  • Speak with others using clear and professional language.
  • Answer telephones using appropriate etiquette.
  • Develop and maintain positive working relationships with others.
  • Support team to reach common goals.
  • Comply with quality assurance expectations and standards.
  • Stand, sit, or walk for an extended period of time.


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