Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.
Essential Job Functions:
- Maintain complete knowledge of:All hotel features/services, hours of operation.All hotel restaurant food concepts, menu price range, dress code and ambiance.All hotel room types, number/names, layout, appointments, amenities and locations.All hotel room rates, special packages and promotions.Daily house count and expected arrivals/departures (particularly V.I.P.s).Scheduled daily group activities, names and location of meeting/banquet rooms.Local events, attractions, holiday schedules.
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
- Obtain department keys and radio; ensure security of such.
- Meet with Supervisor/Concierge on previous shift to review business status and follow up actions.
- Access all functions of computer system in accordance with departmental specifications.
- Set up work station with necessary supplies; maintain cleanliness throughout shift.
- Legibly complete requisition for additional supplies/materials and submit to manager.
- Maintain updated resource materials on all vendors and information to accommodate guest requests.
- Review designated in-house guest list and be familiar with guests’ names and room locations.
- Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
- Accommodate all guest requests that is legally and morally correct expediently and courteously.
- Follow up with designated hotel personnel to ensure completion of request.
- Coordinate guest requests with designated vendors according to departmental standards, to include:Room accommodations.Airline reservations, changes, cancellations.Transportation from hotel to airport and return.Bus/train transportation.Limousine reservations.Care rentals.Car repair and servicing.Charter flights/rentals.Babysitting services.Banking/financial services.Fax or telex services/mailing and delivery services.Interpretation services.Restaurant reservations, nightclub activities.Dry cleaning, laundry, alterations, repairs.Film processing.Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activites, health club facilities.Formal wear rentals.Flowers.Salon appointments.Shoe shines.Shopping services.Movie/theater/attraction tickets.Sightseeing tours.Medical services.Religious services.
- Legibly document all pertinent information in guest request log(s). Monitor and update log book(s) through the shift.
- Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
- Place orders for amenities and coordinate delivery of amenities to designated guest rooms in accordance with hotel standards.
- Legible complete confirmation cards according to departmental standards and deliver to guest upon completion of each arrangement coordinated for guest.
- Relay accurate directions to guests’ desired destination within local area and distribute maps with highlighted routes.
- Assist guests in locating and retrieving lost luggage.
- Adhere to all cashiering procedures:Process limousine charges.Balance reportsDrop receipts
- Successful completion of the training/certification process.
- Maintain a good working relationship with all staff in the hotel to ensure maximum cooperation in doing the job.
- Ensure all team members who do not start their shift at the regular time will also be given a one on one line up.
- Follow all company policies and procedures.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
