POSITION SUMMARY
Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. 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. 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 and every time.
CRITICAL TASKS
Guest Relations
▪ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
▪ Address guests’ service needs in a professional, positive, and timely manner.
▪ 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.
▪ Assist other employees to ensure proper coverage and prompt guest service.
▪ 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.
▪ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible. https://careers.marriott.com/guest-experience-expert-aloft-london-excel/job/720FA9E0CEF6D973E0B2ABAEDA249D26
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
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