Luxury Guest Experience Ambassador

7 days ago


Aspen Hill, Maryland, United States Marriott International, Inc Full time

Job Summary:

We are seeking a skilled Member Experience Concierge to provide exceptional service to our members and guests during their stay. As a key member of our team, you will be responsible for assisting with check-in/check-out processes, arranging pre-arrival requests, and ensuring guest satisfaction through effective communication and attention to detail.

About the Role:

This role involves handling guest inquiries, coordinating special services, and providing luxury hospitality experiences that exceed expectations. You will play a vital role in creating unforgettable experiences while adhering to The Ritz-Carlton's Gold Standards.

Responsibilities:

  • Assist members and guests with pre-arrival processes, arrival/check-in, member activities/experiences, problem resolution, and member departure/check-out.
  • Conduct pre-calls to arriving members, make pre-arrival arrangements, grocery orders, amenity orders, and handle any other member arrival requests.
  • Review and log preferences/traces in computer system, contact members for pre-departure calls, and handle Front Office duties.
  • Prepare arrival packets and departure folios, perform audit checklists, prepare and distribute welcome packages, process billing, and perform administrative duties.
  • Respond to requests for visitor information, special arrangements, activities or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
  • Respond to special requests from members/guests with unique needs and follow up to promote satisfaction.
  • Gather, summarize, and provide information about the property and surrounding area amenities, including special events and activities.
  • Answer, record, and process all calls, messages, requests, questions, or concerns.
  • Contact appropriate individual or department as necessary to resolve call, request, or problem.
  • Understand and assist with reservation services, assist with Bell/valet services for owners when requesting their vehicles, and perform Lobby Ambassador tasks.
  • Review shift logs/daily memo books and document pertinent information in computer system and logbooks.

Requirements:

  • High school diploma or G.E.D. equivalent.
  • At least 1 year of related work experience.

Compensation and Benefits:

The estimated annual salary for this position is $58,240, based on an hourly rate of $28.00. We offer a range of benefits, including health care benefits, flexible spending accounts, 401(k) plan, earned paid time off and/or sick leave, life insurance, disability coverage, and other life and work wellness benefits.

About Us:

At Marriott International, Inc, 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.

Why Join Our Team?

You will have the opportunity to work in a dynamic and supportive environment, develop your skills and expertise, and become part of a global team that is passionate about delivering exceptional customer experiences.



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