Guest Experience Expert (Front Desk, i-Job Program)

JOB SUMMARY 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. JOB DUTIES AND RESPONSIBILITIES Guest Relations • Establish guest connection via email prior to arrival to customize the guest stay experience and be the one point of contact for all guest queries • Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific to resolve issues, delight, and build trust. • Address guests' service needs in a professional, positive, and timely manner. • Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate • Assist other colleagues to ensure proper coverage and prompt guest service. • Stay up to date on the local area so that you are prepared to provide specific recommendations for guests. • Communicate recommendations in a way that builds excitement and interest among guests and associates. • Perform other reasonable duties as requested. • All guest preferences to be updated on the PMS and GXP platform to be utilized during future stays. • Encourage all non-member guests to be enrolled into Marriott Bonvoy • Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate. • Thank guests with genuine appreciation and provide a fond farewell. Guest Services • Liaising with Concierge for all transportation requirements or be able to handle personally when required. • Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. • Follow up with guests to ensure their requests or problems have been met to their satisfaction. • Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary. • Assist with guests’ luggage, keep for storage or handle items to be delivered by the porters when necessary • Escort guests to their room and provide in room check in (depending on hotel standards). • Provide welcome refreshments as per hotel standard. • Place requested items such as rollaway beds and refrigerators in guest rooms. • Deliver items (e.g., extra towels, bathrobes, food and beverage delivery, messages, amenities, mail, faxes, packages, flowers, sundry items, gift items and other items) to guest/resident rooms. • Deliver cribs, linens, complimentary toiletries, and other items requested by guests to guest rooms. • Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed. • Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. • Manage access to technological devices within public spaces (e.g., television, remote control, computer, internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary. • Report any issues to be entered into GXP by your colleague or duty or self (GXP expert by department) • In some countries the bell / door man is providing care valet service for guests • Able to use PMS to look up details and place profile / booking notes • While interacting with guests, upsell hotel facilities and services i.e., Spa, Restaurant, Bar. • Mange traffic around driveway and Porte cochere • Ensure refreshments are placed in VIP cars as needed and assigned according to hotel standards • Follow all Marriott Bonvoy engagement and touchpoints as per standard (know T&C and adhere to all SOP’s) Check-in / Check-out • Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping. • Organize and coordinate check-in/pre-registration procedures for arriving groups. • Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay. • Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. • Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. • Sell a room/accommodation to guests without reservations based on availability. • Verify and adjust billing for guests. • Actively upsell higher room category and F&B package as per availability. Cash Handling • Process all payment methods in accordance with Accounting procedures and policies. • Follow property control audit standards and cash handling procedures (e.g., blind drops). • Count bank at end of shift, com…