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