Guest Arrival Expert

Greet, welcome all guests, and ensure a hospitable and professional atmosphere in the concierge area. Serve all guests providing the highest level of service in an efficient and courteous manner while following Marriott standards, procedures and policies at all times. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Coordinate tasks and work with other departments. Serve as a departmental role model. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Assist all Guests arriving by car, taxi or limousine by opening the car door and helping to unload luggage in a professional and genuine manner. Extreme care and proper loading habits for protection of Guest property should be taken when luggage trolleys are in use. Use the correct luggage handling standards to record and store all Guest luggage’s on arrival, departure and longterm storages. Assist Guests in arranging car services, obtaining taxis, assisting them as well with loading/offloading of luggage.  Check and uncheck luggage’s for Guests.  Provide directions, maps and any other information as requested – Well verse about the immediate and surrounding areas. Maintain a clear roadway directly in front of the Hotel entrance. Stay in position and be alerted to provide assistance. Handle all Guests’ requests and fulfill them swiftly.  Be very knowledgeable about the Hotel and all our services.  Be very knowledgeable about local area, local events, attractions, sightseeing and cultural events. Uphold the hotel’s best interests by staying informed about contractual obligations and ensuring full compliance at all times. Adhere strictly to accident prevention protocols to maintain a safe environment. Maintain accurate and up-to-date documentation, including logbooks, handovers, and checklists. Identify and acknowledge repeat guests, VIPs, and Elite Members, ensuring familiarity with their preferences and special requests. Demonstrate strong knowledge of the Marriott Bonvoy Program and its benefits. Possess comprehensive understanding of Standard Operating Procedures (SOPs) and Local SOPs (LSOPs).