Guest Experience Agent

POSITION SUMMARY

The Guest Experience Agent is responsible to conduct all guest experience activities, focused on responding to internal and external phone calls, emails and messages quickly & efficiently, including guest requests, arrangements and concerns. Represents the hotel by responding to any questions from guests and follow up with guests to ensure their requests have been met to their satisfaction. Responsible for proactively enhancing the whole guest experience from pre-arrival to post-departure. Assisting any parts of the Front of House department and hotel whenever required. The Guest Experience Agent will use initiative and a proactive approach to ensure guest always receive a unique and personalized experience.

CRITICAL TASKS

Guest Services

• Answer calls and respond to emails quickly and efficiently, in an accurate and appropriate manner
• Contact appropriate individual or department (e.g. Front Desk, Housekeeping, Engineering, Security) 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.
• Receive, record, and relay messages accurately, completely, and legibly.
• Accept and record wake-up call requests and deliver to appropriate department.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Communicate parking procedures to guests/visitors.
• Dispatch bell staff or valet staff as needed.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• 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) as necessary.
• Maintain stock and provide customer service support for retail area or items (e.g., beverages, toiletries) sold through the department, where applicable.https://careers.marriott.com/guest-experience-agent-the-london-edition/job/P1-7454265-0