JOB SUMMARY:
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.
RESPONSIBILITIES:
Guest Relations
Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest&039;s name when possible.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
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.
All guest preferences to be updated on the PMS and GXP platform to be utilized during future stays.
Communicate recommendations in a way that builds excitement and interest among guests and associates.
Perform other reasonable duties as requested.
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
Address guests&039; service needs in a professional, positive, and timely manner.
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.
Anticipate guests&039; service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Thank guests with genuine appreciation and provide a fond farewell.
Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
Guest Services
Assist with guests’ luggage, keep for storage or handle items to be delivered by the porters when necessary
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 all Marriott Bonvoy engagement and touchpoints as per standard (know T&C and adhere to all SOP’s)
Liaising with Concierge for all transportation requirements or be able to handle personally when required.
Provide welcome refreshments as per hotel standard.
Place requested items such as rollaway beds and refrigerators in guest rooms.
Ensure refreshments are placed in VIP cars as needed and assigned according to hotel standards
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.
Report any issues to be entered into GXP by your colleague or duty or self (GXP expert by department)
Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
Mange traffic around driveway and Porte cochere
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.
Deliver cribs, linens, complimentary toiletries, and other items requested by guests to guest rooms.
Escort guests to their room and provide in room check in (depending on hotel standards).
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
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.
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.
Check- in / Check- out
Sell a room/accommodation to guests without reservations based on availability.
Keep track of changes in room status (e.g., early check- out, late check- out, room transfer, unexpected stay over) for Housekeeping.
Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
Actively upsell higher room category and F&B package as per availability.
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.
Process all check- outs including express check- outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest&039;s Stay.
Verify and adjust billing for guests.
Organize and coordinate check- in/pre- registration procedures for arriving groups.
Cash Handling
Follow cash transaction rules as per the Government of India guidelines.
Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change.
Process all payment types such as room charges, cash, checks, debit, or credit.
Count float at end of shift and secure float.
Balance and drop receipts according to accounting specifications.
Process adjustment vouchers, paid- outs, correction vouchers, and miscellaneous charges.
Obtain manual authorizations and follow all accounting procedures when the computer system is down.
Reports / Recordkeeping
Print contingency lists to have a record of all guests in case of emergency.
Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
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.
Greet / Farewell / Escort Guests
Discuss work topics, activities, or problems with colleagues, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Ensure communications equipment and tools works properly.
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Handle MBV guest proactive chat and respond within shortest time possible.
Talk with and listen to other associates to effectively exchange information.
Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one&039;s voice, using the callers&039; 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.
Instruct guests on how to access the internet (e.g., dial- up, broadband, wireless).
Exchange information with other employees using electronic devices (e.g., WhatsApp Channels, Email, DECT phones).
Provide assistance to coworkers, ensuring they understand their tasks.
Speak to guests and colleagues using clear, appropriate and professional language.
Working with Others
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
Develop and maintain positive and productive working relationships with other associates and departments.
Support all colleagues and treat them with dignity and respect.
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.
Do not use personal phone in front of house while on duty.
Protect the privacy and security of guests and coworkers and maintain confidentiality of proprietary materials and information.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
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
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Report work- related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Maintain awareness of undesirable persons on property premises.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Use proper equipment and tools, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
