Guest Relations

POSITION 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.

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

1. Create the standard VIP Services Daily Report; research database for next day arrivals, check preferences, incidents, comments and stays for each repeat guest.
2. Continually maintain guest files in PMS/GXP; record guest preferences, guest incidents, guest feedback via GuestVoice, amenities, and special needs information appropriately in the system(s), delete stay-specific and unusable data, merge duplicate records, etc.
3. Assist in preparation of welcome back notes/amenities for all Repeat Guests & VIP Guests.
4. Assist in the coordination of compliance with (repeat) guests' needs, requests, and personal preferences.  Ensure proper recognition and preference delivery for all repeat guests. 
5. To ensure have pre-arrival contact for all guest 3-4 days prior to arrival.
6. Use discretion when inputting guest incidents, comments, etc. - no negative comments.
7. Energize the Guest Recognition process in daily contact with other departments.
8. Provide back up for Guest Recognition Manager Duties, i.e., attendance at departmental line-ups, etc.
9. Assist in the implementation of Guest Recognition awareness programs. 
10. Communicate system any mistakes, reworks, breakdowns, incidents and variances to Guest Recognition Supervisor and/or Guest Recognition Manager.
11. To sell/maximize the revenue of the hotel by selling/up selling products to special occasions guests.
12. Follow all company policies and procedures.
13. Respond to all emails and guest inquiries related to Guest Recognition 
14. Respond promptly to guest incident related to Guest Recognition 

SECONDARY JOB FUNCTIONS

1. Research for more creative ideas in delivery of room decorations, surprise occasions for the honeymooners, celebrating anniversaries and proposals.
2. Research for more details on visiting or repeat guests via the internet system and GXP Planning screen

Essential:

1. College education and/or previous hospitality experience
2. Ability to clearly and pleasantly communicate in English (and/or primary language of hotel's location) with guests/visitors and co-workers in writing, by telephone, and in person.
3. Microsoft Office management computer application skills (primarily Word, Excel, Powerpoint, Outlook)

Desirable 

1. OPERA / GXP knowledgeable
2. Previous Front Desk, Reservations and/or guest relations experience

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.