Guest Experience Expert (Guest Relations Officer) - African Pride by Marriott Melrose Arch Autograph Collection

Job description

POSITION SUMMARY

 

Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, 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. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

 

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

 

                        

 

Safety and Security

·  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures

·  Protect the privacy and security of guests and coworkers.
·  Follow company and department policies and procedures.
·  Maintain confidentiality of proprietary materials and information.
·  Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
·  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
·  Perform other reasonable job duties as requested by Supervisors.

Guest Relations

·  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
·  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.
·  Address guests' service needs in a professional, positive, and timely manner.
·  Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
·  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.
·  Assist other employees to ensure proper coverage and prompt guest service.

Communication

·  Speak to guests and co-workers using clear, appropriate and professional language.
·  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.
·  Talk with and listen to other employees to effectively exchange information.
·  Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
·  Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
·  Provide assistance to coworkers, ensuring they understand their tasks.

Working 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.
·  Partner with and assist others to promote an environment of teamwork and achieve common goals.
·  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

·  Comply with quality assurance expectations and standards.

Physical Tasks

·  Stand, sit, or walk for an extended period of time or for an entire work shift. 
·  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Greet/Escort Guests

·  Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

 

 

 

Analytical Skills

·  Decision-Making
·  Learning

Interpersonal Skills

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

Communications

·  English Language Proficiency
·  Communication
·  Telephone Etiquette Skills
·  Listening
·  Applied Reading
·  Writing

Personal Attributes

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

Organization

·  Multi-Tasking
·  Detail Orientation
·  Time Management

 

 

Education

High school diploma/G.E.D. equivalent

Related Work Experience

Minimum of 1-year work related experience.

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 Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph 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.