Guest Experience Expert 賓客體驗專家

Job description

POSITION SUMMARY

【 Purpose of Role 】

Responsible for executing Welcome Experience in the daily operation of Welcome Office (Including Welcome Desk, Whatever Whenever, and Concierge). Providing WOW service to guests throughout all communication channels and collaborate with respected departments to ensure guest satisfaction. Utilize OPERA, Infrasys, Go Concierge, and GXP System to improve the scope of services in spirit of Whatever Whenever promise. 

Extended knowledge of hotel facility information, able to demonstrate and deliver Insider experience by introducing many various bars, restaurants, places of interest in and around Taipei. Implement and be fully knowledgeable on the Loyalty Program and W Hotel Brand Standards. Result driven with strong commitment of achieving hotel KPI goal as leader of the department.

Multiple Function of Welcome Office development will allow talents to work around three main departments at Welcome Office. As extended level of position, talents will be required to perform all tasks and skills required for the respected departments, including level 1+2 requirements.

【 Cast Key Responsibilities 】

1.Interact with, and constantly create unique experiences for our guests during all encounters. 

2.Accurately follow all Welcome Desk / Whatever Whenever / Concierge HIDs. 

3.Be proficient in OPERA, Go Concierge, GXP, Infrasys, Visionline and be able to log requests into the GXP System.

4.Keep the Welcome Office environment in good order of repair and cleanliness.

5.Excellent knowledge and ability to answer questions about hotel facilities, meeting rooms, or events held in these venue

6.Demonstrated comprehensive understanding of W service foundation, Whatever Whenever Pro, Whatever Whenever Pro+. Demonstrating the spirit of Insider to be able connect with the World of Wow.

7.Handling minor guest complain with Practical Service Recovery skills. 

8.Empowered service and experience building to go above and beyond with WOW factors. 

9.Follow all company policies and procedures and is in accordance with local law.

 

 

 

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.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.