Guest Experience Expert
Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an 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.
Key Responsibilities:
- Address guests' service needs in a professional, positive, and timely manner.
- Assist other employees to ensure proper coverage and prompt guest service.
- Process all check-outs including express check-outs, resolving any late and disputed charges, settling accounts, retrieving room keys, and requesting comments on the guest's stay.
- Process all guest check-ins by confirming reservations in the computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning rooms, and issuing room keys in accordance with property policies and procedures.
Success Factors: No matter what position you are in, there are a few things that are critical to success:
- Creating a safe workplace
- Following company policies and procedures
- Maintaining confidentiality
- Protecting company assets
- Upholding quality standards
- Ensuring your uniform, personal appearance, and communications are professional
Guest Experience Experts will be on their feet and moving around (standing, sitting, or walking for an extended time) and taking a hands-on approach to work (moving, lifting, carrying, pushing, pulling, and placing 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.
Marriott International is an equal opportunity employer. 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.