Guest Experience Expert (Chinese Speaking)

Job description

POSITION SUMMARY

·  Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an 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.
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·  No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. 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.

 
CRITICAL TASKS

Guest Relations: 

·  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (Marriott Bonvoy) to resolve issues, delight, and build trust.
·  Address guests' service needs in a professional, positive, and timely manner.
·  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.
·  Assist other employees to ensure proper coverage and prompt guest service.
·  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.
·  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
·  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.
·  Have knowledge about all guest rooms, features and amenities plus all services offered by the hotel.
·  Attend the daily briefing, daily 15 minutes training and front office monthly meeting.   
·  Strive to represent Marriott in the most professional manner at all times.   
·  Take initiative through empowerment to ensure complete guest satisfaction.   
·  Be familiar with the AM, PM and night check list to ensure smooth daily operations. 
·  Be punctual and come to the shift 15 min prioir to get ready for the day. 

 

Guest Services:

·  Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
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·  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.
·  Pass on all the relevant information (including complaints) to the other departments.
·  Know how to follow all hospitality guidelines and daily service basics.
·  Operate telephone switchboard station in order to answer telephone calls.  
·  Manage all GXP/ Mobility functionalities and processes and ensure a full usage of the same by all direct reports.
·  Take room service orders over the phone, answering any questions regarding the menu, inputting order. into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy and providing expected delivery time.   
·  To understand the correct reservation procedures and to take any reservations if required, Be flexible according to the business needs.
·  Complete end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.   
·  Be knowledgeable and promote the Marriott rewards program.
·  Be flexible in regard to work schedule.   
·  Ensure to meet your own guest on a daily baisis to know about the stay. Be engaged. Perform departure calls to the dedicated guest one day prioir to inform about their checkout time/ transportaions etc. 

 

VIP / Concierge services:

·  Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
·  Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
·  Keep yourself informed with all VIP arrivals.   

 

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.
·  To ensure a quick, efficient and friendly check in and departure of all guests. Ensuring that their details are entered onto the computer correctly and efficiently to the Brand Standards.
·  Ensure that all guests are communicated with the credit policy and procedures upon check-in.   
·  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.
·  Ensure all guests are welcomed, met and greeted, offered welcome drinks and /or cold towels (depending on brand) and escorted to the elevators and/or room according to the Marriott Welcome Experience. 
·  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.
·  Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
·  Review requests for late check-outs and approve according to occupancy.
·  Apply all our BSA standards. 
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·  Cash Handling: 
·  Process all payment type such as room charges, cash, checks, debit or credit.
·  Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
·  Count bank at end of shift and secure bank.
·  Balance and drop receipts according to Accounting specifications.
·  Obtain manual authorizations and follow all Accounting procedures when computer system is down.
·  Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
·  Follow the requirements and tasks as defined in EMEA  Front Desk Cashiering SOP.
·  Comply with the requirements of the Marriott  Cashiering Responsibilities/Petty Cash Fund and  Cashier Overage/Shortage SOPs.
·  Follow the blind drop procedure. 
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Reports/ Recordkeeping:

·  Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
·  Run credit card authorization report and check for discrepancies
·  Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
·  Print contingency lists to have a record of all guests in case of emergency. i.e poweroutage. 

 

Communication:

·  Provides assistance to coworkers, ensuring they understand their tasks.
·  Speak to guests and co-workers using clear, appropriate and professional language.
·  Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
·  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
·  Handle mail and messages on your shifts properly and on confidential basis.   
·  Report any unusual occurrences or requests to the manager or supervisor on duty. 
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·  Work with others:
·  Support all co-workers and treat them with dignity and respect.
·  Develop and maintain positive and productive working relationships with other employees and departments.
·  Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.

 
·  Polices and procedures:
·  Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
·  Follow company and department policies and procedures.
·  Perform other reasonable job duties as requested by Supervisors.
·  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
·  Protect the privacy and security of guests and coworkers.
·  Do the right thing. 
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Quality Assurance/Quality Improvement:

·  Comply with quality assurance expectations and standards.

Safety and security:

·  Comply with quality assurance expectations and standards.
·  Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
·  Maintain awareness of undesirable persons on property premises.
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·  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
·  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
·    CRITICAL COMPETENCIES

 

Analytical Skills

·  Learning
·  Decision-Making
·  Problem Solving
·  Computer Skills
·  Basic Mathematics

 

Interpersonal Skills

·  Customer Service Orientation
·  Interpersonal Skills
·  Team Work
·  Diversity Relations

 

Communications

·  English Language Proficiency
·  Communication
·  Listening
·  Applied Reading
·  Writing

 

Personal Attributes

·  Integrity
·  Dependability
·  Positive Demeanor
·  Presentation
·  Adaptability/Flexibility
·  Stress Tolerance
·  Initiative

 

Organization

·  Multi-Tasking
·  Time Management

 
PREFERRED  QUALIFICATIONS

Education

Higher Education, Diploma or equivalent

Related Work Experience

No related work experience is required

Supervisory Experience

No supervisory experience is required

 

 

 

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.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, 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.