Guest Experience Expert

A key position which is instrumental in delivering seamless experience to our external and internal guests. Our Guest Experience Experts works across departments and take the initiative to deliver a wide range of services that guide guests throughout their entire stay. They are empowered to move about their space and do what needs to be done in diverse environment. 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 and critical to ensure smooth operations throughout the entire hotel. 

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 time.

CRITICAL TASKS:

Guest Relations

• Establish guest connection via email prior to arrival to customize the guest stay experience and be the one point of contact for all guest queries
• Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• 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.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (GUEST and LEARN models) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate
• Assist other colleagues to ensure proper coverage and prompt guest service.
• 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.
• All guest preferences to be updated on the PMS and GXP platform to be utilized during future stays.
• Encourage all non-member guests to be enrolled into Marriott Bonvoy
• 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.

Guest Services

• Liaising with Concierge for all transportation requirements or be able to handle personally when required.
• 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.
• Assist with guests’ luggage, keep for storage or handle items to be delivered by the porters when necessary
• Escort guests to their room and provide in room check in (depending on hotel standards).
• Provide welcome refreshments as per hotel standard.
• Place requested items such as rollaway beds and refrigerators in guest rooms.
• Deliver items (e.g., extra towels, bathrobes, food and beverage delivery, messages, amenities, mail, faxes, packages, flowers, sundry items, gift items and other items) to guest/resident rooms.
• Deliver cribs, linens, complimentary toiletries, and other items requested by guests to guest rooms.
• Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
• Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• 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.
• Report any issues to be entered into GXP by your colleague or duty or self (GXP expert by department) 
• In some countries the bell / door man is providing care valet service for guests 
• Able to use PMS to look up details and place profile / booking notes 
• While interacting with guests, upsell hotel facilities and services i.e., Spa, Restaurant, Bar. 
• Mange traffic around driveway and Porte cochere
• Ensure refreshments are placed in VIP cars as needed and assigned according to hotel standards

• Follow all Marriott Bonvoy engagement and touchpoints as per standard (know T&C and adhere to all SOP’s).

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.
• 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.
• 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.

• Actively upsell higher room category and F&B package as per availability.

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count float at end of shift and secure float.
• Balance and drop receipts according to accounting specifications.
• Obtain manual authorizations and follow all accounting procedures when the computer system is down.
• Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change.

• Follow cash transaction rules as per the Government of India guidelines.

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.

Greet / Farewell / Escort Guests

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

• Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.

Communication

• Speak to guests and colleagues using clear, appropriate and professional language.
• Provide assistance to co-workers, ensuring they understand their tasks.
• 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 MBV guest proactive chat and respond within shortest time possible. 
• Discuss work topics, activities, or problems with colleagues, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other associates to effectively exchange information.
• Ensure communications equipment and tools works properly.

• Exchange information with other employees using electronic devices (e.g., WhatsApp Channels, Email, DECT phones).

Working with Others

• Support all colleagues and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other associates and departments.
• Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Policies 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 and maintain confidentiality of proprietary materials and information.

• Do not use personal phone in front of house while on duty.

Quality Assurance/ Quality Improvement

• Comply with quality assurance expectations and brand standards.

• Keep working area, driveway and hotel entrance keen at all times.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• 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.
• Use proper equipment and tools, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

CRITICAL COMPETENCIES

PREFERRED QUALIFICATIONS

• Education: Higher Education, Diploma or equivalent
• Related Work Experience: At least 1 year of related work experience
• Supervisory Experience: No supervisory experience is required