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Guest Experience Expert

3 months ago

Al Fujairah City, Fujairah, United Arab Emirates Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location Le Méridien Al Aqah Beach Resort, Dibba Road, Fujairah, United Arab Emirates, United Arab Emirates VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

***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.

SCOPE / BUSINESS CONTEXT

  • A Full Time position based at Le Meridien Al Aqah Beach Resort.

CRITICAL COMPETENCIES

Analytical Skills

  • Learning
  • Decision-Making
  • Problem Solving
  • Computer Skills
  • Basic Mathematics

Interpersonal Skills

  • Customer Service Orientation
  • Interpersonal Skills
  • Team Work
  • Diversity Relations

Communications

  • English Language Proficiency
  • Communication
  • Listening
  • Applied Reading
  • Writing

Personal Attributes

  • Integrity
  • Dependability
  • Positive Demeanor
  • Presentation
  • Adaptability/Flexibility
  • Stress Tolerance
  • Initiative

Organization

  • Multi-Tasking
  • Time Management

PREFERRED QUALIFICATIONS

Education
Higher Education, Diploma or equivalent.

Related Work Experience
Related Work Experience preferred.

Supervisory Experience
No supervisory experience is required.

CRITICAL TASKS

Guest Relations

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process
    _(Building Memorable Foundational Service_)** to resolve issues, delight, and build trust.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedure and events.
  • 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.
  • Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
  • Communicate recommendations in a way that builds excitement and interest among guests and associates.
  • Perform other reasonable duties as requested.

Guest Services

  • Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
  • Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) 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.
  • 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.

VIP/Concierge Services

  • Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
  • Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Check-in/Check-out

  • Keep track of changes in room status (e.g., early checkout, late checkout, room transfer, unexpected stay over) for Housekeeping.
  • Organize and coordinate checkin/preregistration procedures for arriv