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Guest Experience Ambassador
hace 2 meses
Job Summary
We are seeking a highly skilled and customer-focused Guest Experience Ambassador to join our team at Marriott International, Inc. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, responding to their needs and requests, and ensuring their stay with us is memorable and enjoyable.
Key Responsibilities
- Answer and respond to guest calls, requests, and inquiries in a timely and professional manner.
- Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, and non-registered guest calls.
- Advise guests of any messages received and ensure accurate and complete message relay.
- Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
- Receive, record, and relay messages accurately, completely, and legibly.
- Activate/deactivate guest room message lights as appropriate.
- Instruct guests on how to access the internet and transfer guests with problems to the provider's customer support line.
- Test communications equipment to ensure it works properly.
- Respond to special requests from guests with unique needs.
- Contact the appropriate individual or department as necessary to resolve guest calls, requests, or problems.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Dispatch bell staff or valet staff as needed.
Requirements
- High school diploma or equivalent required.
- Previous customer service experience in a hotel or hospitality setting preferred.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and multitask.
- Basic computer skills and knowledge of hotel software systems.
- Ability to stand, sit, or walk for an extended period of time.
- Ability to lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
About Marriott International, Inc.
Marriott International, Inc. is a leading global hospitality company with a portfolio of 30 brands and over 7,000 properties in more than 130 countries. We are committed to providing exceptional service and creating memorable experiences for our guests. As a Guest Experience Ambassador, you will be part of a dynamic team that is dedicated to delivering outstanding service and exceeding guest expectations.
