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Marriott International

Manages and franchises hotels around the world

Guest Experience Expert

Hotel Guest ServicesConfirmed live in the last 24 hours
Full-timeHeredia Province, Heredia, Costa RicaNo salary listedIn-person

About the Job

Requirements

  • Strong English proficiency, with 80% oral and written proficiency.
  • Proficiency with Microsoft Office, computer equipment, and general computer use.
  • Ability to work under pressure and proactively resolve problems.
  • Flexible schedule availability.
  • Positive, assertive communication and strong interpersonal relationships with colleagues and customers.
  • Teamwork, organization, task prioritization, and sales ability.
  • Ability to provide a professional appearance and maintain personal hygiene.
  • Knowledge of emergency procedures and LSOP processes.
  • Knowledge of hotel policies, executive lounge policies, hotel status, department and company goals, GSS (Guest Satisfaction Survey), BSC, and ES.
  • Ability to use the LEARN and GUEST models to resolve guest problems.

Responsibilities

  • Serve internal and external customers in person, by telephone, chat, and email; provide timely follow-up according to service and operational protocols.
  • Provide information about the property and connect customers with the appropriate contact when additional assistance is needed.
  • Follow processes across platforms used during the shift and communicate process information to team members and customers as appropriate.
  • Report inconsistencies and incidents to department leaders and provide effective solutions and follow-up.
  • Provide courteous guest service and information about hotel services, executive lounge hours, available services, and entry policies.
  • Maintain the appearance of the executive lounge and assist with snack and beverage service.
  • Recognize Marriott Bonvoy members, greet guests professionally, and follow established guidelines to meet guest needs.
  • Complete the applicable shift checklist and work with the team to prioritize customer service, order, and quality.
  • Resolve guest problems and complaints, seeking supervisor or manager support when needed.
  • Act as an information resource for guests by providing recommendations about activities and places.
  • Remain at the assigned work area during scheduled hours, communicate temporary absences to a colleague, and obtain supervisor authorization before leaving the area.
  • Keep the work area clean, organized, stocked, and controlled during the shift.
  • Submit daily requests for tools and groceries through Hotshop (Birch Street), maintain and report the condition of work tools, and conduct daily liquor and grocery inventories.
  • Communicate executive lounge rules and verify access at the lounge's main entrance.
  • Attend department meetings and complete required company courses.
  • Participate as a member of the Front Office team and support Front Office operations as needed.
  • Send a shift report to the Front Office Manager through Teams or email covering consumption, visits, interactions, and incidents.
  • Become familiar with hotel status, including groups, sales, and special events, and comply with hotel rules and regulations.
  • Suggest service improvements, strive to satisfy guests, and share knowledge with the team to support consistent, high-quality service.

About the Company

Marriott International

Manages and franchises hotels around the world

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, MD
Founded
1927

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