Guest Experience Expert - Front Desk, Integrated-Job Program
No salary listed
Entry, Junior, Mid
Certification
Singapore
In Person
Food Service & HospitalityHotel Guest Services
About the job
Requirements
- Candidate must possess at least a Professional Certificate/NiTEC in any field.
- One to two years of relevant working experience in a hotel's Front Office is preferred; candidates without relevant experience are also welcome.
- Able to handle cash transactions meticulously.
- Able to work with hotel computer systems such as Opera and Micros.
- Able to work rotating shifts, including overnight.
- Able to rotate among Front Office sections such as Front Desk, Concierge, Bell, and Executive Lounge.
Responsibilities
- Establish guest connections by email before arrival, customize the guest stay experience, and serve as the point of contact for guest queries.
- Welcome and acknowledge guests warmly, use their names when possible, anticipate service needs and preferences, and respond professionally and promptly to questions, concerns, and requests.
- Engage guests in conversation about their stay, property services, and local attractions or offerings, including through social media where appropriate; provide local recommendations that build interest.
- Assist colleagues to ensure coverage and prompt guest service, and perform other reasonable duties as requested.
- Update guest preferences in the Property Management System and GXP platform for use during future stays, and encourage non-member guests to enroll in Marriott Bonvoy.
- Thank guests and provide a fond farewell.
- Coordinate transportation with Concierge or handle transportation requirements when needed.
- Contact the appropriate person or department to resolve guest calls, requests, or problems, and follow up to confirm guests are satisfied.
- Manage access to technological devices in public spaces, provide basic troubleshooting, or refer issues to the appropriate department.
- Assist with guest luggage, store it or arrange delivery by porters, tag and retrieve stored luggage, and provide claim tickets.
- Escort guests to rooms and provide in-room check-in where hotel standards require it; provide welcome refreshments and place requested items in guest rooms.
- Deliver requested items and amenities to guest or resident rooms, including towels, bathrobes, food and beverage, messages, mail, packages, flowers, and other items; deliver cribs, linens, and toiletries as requested.
- Arrange guest transportation, including taxis, shuttle buses, or ride-hailing services, and record advance requests as needed.
- Enter issues into GXP personally or ensure a colleague or duty associate enters them; provide valet service where applicable.
- Use the Property Management System to look up details and enter profile or booking notes.
- Upsell hotel facilities and services, such as the spa, restaurant, and bar, and higher room categories or food and beverage packages as available.
- Manage driveway and porte-cochere traffic and ensure refreshments are placed in VIP cars as required by hotel standards.
- Follow Marriott Bonvoy engagement touchpoints, terms and conditions, and standard operating procedures.
- Track room-status changes for Housekeeping and coordinate check-in and preregistration procedures for arriving groups.
- Process guest check-outs, resolve late or disputed charges, settle accounts, retrieve room keys, and request guest feedback.
- Process guest check-ins by confirming reservations, verifying identity, requesting payment, assigning rooms, and issuing room keys according to property policies and procedures.
- Secure valid payment before issuing room keys, sell available rooms to guests without reservations, and verify or adjust guest bills.
- Process payment methods according to Accounting procedures and policies, follow property audit and cash-handling procedures, and count and secure the cashier bank at shift end.
- Complete cashier reports, resolve discrepancies, drop off receipts, obtain the assigned bank and required change, transport the bank according to security procedures, and keep it secure.
- Set up and organize the cashier workstation with required supplies, forms, and resources, and maintain its cleanliness.
- Run daily arrival and departure reports, identify special requests, and check reports for accuracy; run credit-card authorization reports and check for discrepancies.
- Review shift logs or daily memo books and record pertinent information in logbooks when a departmental supervisor is absent; print contingency guest lists for emergencies.
- Provide guests with directions and information about property amenities, services, operating hours, and local attractions and activities.
- Speak with guests and colleagues using clear, appropriate, and professional language; assist coworkers and ensure they understand their tasks.
- Instruct guests on how to access the internet and answer telephone calls using the required etiquette, including timely answering, transferring calls, taking messages, and relaying them appropriately.
- Handle Marriott Bonvoy guest proactive chat and respond promptly.
- Discuss work topics and sensitive issues discreetly, and exchange information effectively with colleagues and supervisors.
- Ensure communications equipment and tools work properly and exchange information with employees using electronic devices such as WhatsApp Channels, email, and DECT phones.
- Support colleagues respectfully, maintain productive working relationships across departments, and assist others to promote teamwork and shared goals.
- Handle sensitive guest issues with tact, respect, diplomacy, and confidentiality.
- Maintain a clean, hygienic, and professional uniform, name tag, and personal appearance; follow company and department policies and procedures.
- Protect company tools, equipment, machines, and other assets; protect guest and coworker privacy and security and keep proprietary information confidential.
- Avoid using a personal phone in the front of house while on duty and comply with established LSOP procedures.
- Meet quality assurance expectations and brand standards, and keep the working area, driveway, and hotel entrance clean.
- Follow property procedures for emergencies, remain aware of undesirable persons on the premises, and report work-related accidents or injuries immediately.
- Identify and correct unsafe work procedures or conditions, or report them to management and safety personnel; use appropriate equipment and protective clothing and follow correct lifting procedures.
- Follow company and department safety and security procedures to maintain a clean, safe, and secure environment.
- Perform other duties as assigned.
Desired Qualifications
- Candidates with one to two years of relevant working experience in a hotel's Front Office are preferred, although candidates without relevant experience are welcome.
About the company
Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.
Company Size
10,001+
Company Stage
IPO
Headquarters
Bethesda, Maryland
Founded
1927
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Simplify's Take
What believers are saying
- Graduates get management training: Marriott's paid Voyage program lasts 12-18 months and includes departmental rotations at managed hotels.
- Long service earns travel rewards: eligible associates at Marriott-managed locations receive complimentary rooms after 25 years.
- Marriott earns beyond hotel stays: Chase and American Express co-branded cards generate fees linked to customer spending.
What critics are saying
- Security teams face mandated scrutiny: Marriott's FTC order requires independent assessments every two years for 20 years.
- Headquarters work requires office attendance: Marriott's HQ listing specifies regular in-person presence, including nearby candidates in remote roles.
- Franchise roles have separate employment terms: Marriott's HR conditions assign employment decisions solely to franchisees or their management companies.
What makes Marriott International unique
- MGM broadens casino resort access: Bonvoy members earn and redeem points at participating MGM Collection destinations.
- Autograph marks independent hotels individually: each joining property receives a unique number designed to reflect its personality.
- Business travel extends beyond rooms: Business Access by Marriott Bonvoy combines hotel, flight, rail and car booking.
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Benefits
- Paid Holidays
- Meal Benefits
- Mental Health Support
- Professional Development Budget