Guest Services

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. Maintain knowledge of:
2. Scheduled daily activities
3. Daily arrivals and departures
4. Features and services provided by the hotel
5. Hours of operation for each outlet
6. Assist guests and visitors in and out of their vehicles.
7. Greet arriving guests / visitors and bid fond farewell to departing guests / visitors.
8. Communicate parking procedures to guests / visitors.
9. Assist guests with loading and unloading luggage in and out of their vehicles.
10. Provide legible claim tickets to guests for their luggage.
11. Assure safety and security of all guests' luggage.
12. Open hotel / car doors for guests / visitors.
13. Transport guests luggage from the hotel driveway to the designated Bell area.
14. Provide guests with directions to Front Desk check-in area.
15. Relay accurate directions to guests / visitors on inquiries regarding destinations within the local area.
16. Maintain accurate knowledge of local attractions and activities to recommend for guest inquiries.
17. Secure taxis / transportation for guests / visitors.
18. Monitor and direct traffic activity of taxis, limousines, hotel / restaurant guests' vehicles, ensuring a smooth and efficient flow.
19. Ensure that driveway is kept clear; that vehicles are not parked or left standing in illegal spaces.
20. Transport guest luggage from the point of arrival at the hotel to their assigned room.
21. Transport guest luggage from current room to reassigned room for room changes.
22. Transport guest luggage from their room to the point of departure from the hotel.
23. Assist in locating guest's lost luggage.
24. Correctly tag, store and retrieve luggage from storage room.
25. Identify and explain hotel facilities and features to guests while escorting them to their room if required.
26. Place guest luggage on luggage rack inside room.
27. Relay accurate directions to guests on inquiries of transportation within the local area.
28. Maintain accurate log record of guest calls for Bell Person assistance.
29. Answer Bell Desk telephone within 3 rings using correct greeting and telephone etiquette.
30. Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
31. Remain in assigned post position, maintaining correct stance.
32. Deliver items to guest rooms promptly to include:

• messages
• mail, faxes
• packages
• flowers
• sundry items requested by guest
• gift items

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.