Dynamic Customer Experience Ambassador

3 weeks ago


Grapevine, Texas, United States Marriott Full time

As a seasoned hospitality professional, you will have the opportunity to deliver exceptional customer experiences to our guests at the Gaylord Texan Resort & Convention Center. Located in Grapevine, Texas, this world-class resort offers a unique blend of luxury and convenience, making it an ideal destination for business travelers and leisure seekers alike.

Job Summary:

This role is responsible for processing all reservation requests, changes, and cancellations received by phone, fax, or mail. You will be the face of our brand, providing thoughtful, big-hearted service to our guests and exceeding their expectations at every turn.

Key Responsibilities:

  1. Process all reservation requests, changes, and cancellations in a timely and efficient manner.
  2. Determine the most suitable room type and rate for each guest, taking into account their specific needs and preferences.
  3. Explain guarantee, special rate, and cancellation policies to callers in a clear and concise manner.
  4. Accommodate and document special requests, ensuring that every guest feels valued and respected.
  5. Answer questions about property facilities/services and room accommodations, providing expert knowledge and guidance to our guests.
  6. Follow sales techniques to maximize revenue, identifying opportunities to upsell and cross-sell our services.
  7. Communicate information regarding designated VIP reservations, ensuring that our most valued guests receive the highest level of service.
  8. Input and access data in our reservation system, maintaining accurate and up-to-date records at all times.
  9. Respond to any challenges found for accommodating rooming requests by communicating with the appropriate individual or department.
  10. Oversee the accuracy of room blocks and reservations, ensuring that every guest has a seamless and enjoyable experience.

Preferred Qualifications:

  • High school diploma or equivalent
  • At least 1 year of related work experience
  • No supervisory experience required

Why Join Our Team?

At Marriott International, 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.

As a Gaylord Hotels team member, you will have the opportunity to work in a dynamic and fast-paced environment, delivering exceptional customer experiences to our guests. You will be part of a portfolio of brands with Marriott International, with endless career opportunities and the chance to grow and develop your skills.

Estimated Salary: $45,000 - $60,000 per year, depending on experience and qualifications.



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