Loyalty & Guest Relations Executive
Loyalty & Guest Relations Executive
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Job Description
POSITION SUMMARY
Organize confirm process and conduct all guest/group check-ins check-outs room reservations requests changes and cancellations. Manage daily room inventory. Maintain database containing repeat/VIP guest preferences. Secure payment; verify and adjust billing; expedite problem payments. Activate room keys. Process all guest requests and relay messages. Identify and explain room features; supply guests with directions and information. Ensure any outstanding requests or problems are resolved. Compile and review daily reports/logs/contingency lists. Process all payment types vouchers paid-outs and charges. Notify Loss Prevention/Security of any guest reports of theft.
Guest Relations
- Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
- Engage guests in conversation regarding their stay property services and area attractions/offerings.
- 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.
- Assist other employees to ensure proper coverage and prompt guest service.
- Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).
- Thank guests with genuine appreciation and provide a fond farewell.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Employment Type
Full-Time
