Guest Arrival Expert

Overview Description First impressions are everything. When guests arrive at our hotels we want that impression to be memorable. The same goes for departures. When guests leave we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. Open doors and assist guests / visitors entering and leaving property. Monitor and direct personal and commercial vehicle traffic on property including guest vehicles taxi cabs limousines and buses to ensure vehicles are legally parked and to maintain a smooth and efficient flow of traffic. Monitor and maintain safety security and cleanliness of parking areas / levels and report any vehicles / safety hazards unauthorized personnel or potential security problems to the manager / supervisor. Maintain security of vehicles and vehicle keys. Communicate parking procedures to guests / 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 areaservices and hours of operation and local areas of interest and activities the Guest Arrival Expert makes transactions feel like part of the experience. Follow all company policies and procedures; report accidents injuries and unsafe work conditions to manager; complete safety training and certifications; 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; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand sit or walk for an extended period of time or for an entire work shift. 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. 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. Guest Arrival Experts will be on their feet and moving around (stand sit or walk for an extended time) and taking a hands-on approach to work (move lift carry push pull and place objects weighing less than or equal to 50 pounds without assistanceand objects weighing more than 75 pounds with assistance. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts to get it right for our guests and our business each and every time. Safety and Security Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters). Maintain awareness of undesirable persons on property premises. Report work related accidents or other injuries immediately upon occurrence to manager / supervisor. Identify and correct unsafe work procedures or conditions and / or report them to management and security / safety personnel. Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment. Complete appropriate safety training and certifications to perform work 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. Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines. 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. Working with Others Support all co-workers and treat them with dignity and respect. Develop and maintain positive and productive working relationships with other employees and departments. Handle sensitive issues with employees and / or guests with tact respect diplomacy and confidentiality. Partner with and assist others to promote an environment of teamwork and achieve common goals. Quality Assurance / Quality Improvement Comply with quality assurance expectations and standards. Physical Tasks Read and visually verify information in a variety of formats (e.g. small print). Move at a speed required to respond to work situations (e.g. run walk jog). Stand sit or walk for an extended period of time or for an entire work shift. Move lift carry push pull and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance. Move over sloping uneven or slippery surfaces. Move up and down stairs and / or service ramps. Reach overhead and below the knees including bending twisting pulling and stooping. Communications Speak to guests and co-workers using clear appropriate and professional language. Discuss work topics activities or problems with coworkers Managers or managers discreetly and quietly avoiding public areas of the property. Talk with and listen to other employees to effectively exchange information. Answer telephones using appropriate etiquette including answering the phone within 3 rings and using the caller’s name. Provide assistance to coworkers ensuring they understand their tasks. Guest Services Arrange transportation for guests / residents / visitors and record advance transportation request as needed. Contact appropriate individual or department 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 and provide basic troubleshooting assistance or refer to appropriate department as necessary. Contact appropriate individual or department as necessary to resolve guest call request or problem. Policies and Procedures Maintain confidentiality of proprietary materials and information. Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures. Protect the privacy and security of guests and coworkers. Protect company tools equipment machines or other assets in accordance with company policies and procedures. Follow company and department policies and procedures. Perform other reasonable job duties as requested by Supervisors. Greet / Escort Guests Supply guests with directions and information regarding property amenities services and hours of operation and local areas of interest and activities. Tag store and retrieve luggage from luggage storage providing guests with proper claim tickets for their luggage. Open doors and assist guests entering and leaving property. Monitor and direct personal and commercial vehicle traffic on property to ensure vehicles are legally parked and maintain a smooth flow of traffic. Parking Monitor and maintain safety security and cleanliness of parking areas / levels and report any vehicles / safety hazards unauthorized personnel or potential security problems to the manager / supervisor. Maintain security of vehicles and vehicle keys. Communicate parking procedures to guests / visitors. 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. LI-WD1 #J-18808-Ljbffr