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Guest Experience Expert (Chinese Speaking)

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Marriott International

Oct 26, 2024

Applications are closed

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Hospitality & Retail
  • Dubai

Requirements

  • No related work experience is required
  • No supervisory experience is required
  • Higher Education, Diploma or equivalent

Responsibilities

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (Marriott Bonvoy) 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.
  • 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.
  • Have knowledge about all guest rooms, features and amenities plus all services offered by the hotel.
  • Attend the daily briefing, daily 15 minutes training and front office monthly meeting.
  • Strive to represent Marriott in the most professional manner at all times.
  • Take initiative through empowerment to ensure complete guest satisfaction.
  • Be familiar with the AM, PM and night check list to ensure smooth daily operations.
  • Be punctual and come to the shift 15 min prior to get ready for the day.
  • Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
  • Contact appropriate individual or department (e.g., Guest Arrival, 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.
  • Pass on all the relevant information (including complaints) to the other departments.
  • Know how to follow all hospitality guidelines and daily service basics.
  • Operate telephone switchboard station in order to answer telephone calls.
  • Manage all GXP/ Mobility functionalities and processes and ensure a full usage of the same by all direct reports.
  • Take room service orders over the phone, answering any questions regarding the menu, inputting order. into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy and providing expected delivery time.
  • To understand the correct reservation procedures and to take any reservations if required, Be flexible according to the business needs.
  • Complete end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.
  • Be knowledgeable and promote the Marriott rewards program.
  • Be flexible in regard to work schedule.
  • Ensure to meet your own guest on a daily basis to know about the stay. Be engaged. Perform departure calls to the dedicated guest one day prior to inform about their checkout time/transportations etc.
  • 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.
  • Keep yourself informed with all VIP arrivals.
  • Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
  • To ensure a quick, efficient and friendly check in and departure of all guests. Ensuring that their details are entered onto the computer correctly and efficiently to the Brand Standards.
  • Ensure that all guests are communicated with the credit policy and procedures upon check-in.
  • Organize and coordinate check-in/pre-registration procedures for arriving groups.
  • Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
  • Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
  • Ensure all guests are welcomed, met and greeted, offered welcome drinks and/or cold towels (depending on brand) and escorted to the elevators and/or room according to the Marriott Welcome Experience.
  • Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
  • Sell a room/accommodation to guests without reservations based on availability.
  • Verify and adjust billing for guests.
  • Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
  • Review requests for late check-outs and approve according to occupancy.
  • Apply all our BSA standards.
  • Process all payment type such as room charges, cash, checks, debit or credit.
  • Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
  • Count bank at end of shift and secure bank.
  • Balance and drop receipts according to Accounting specifications.
  • Obtain manual authorizations and follow all Accounting procedures when computer system is down.
  • Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
  • Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
  • Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
  • Follow the blind drop procedure.
  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
  • Run credit card authorization report and check for discrepancies.
  • Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
  • Print contingency lists to have a record of all guests in case of emergency. i.e power outage.
  • Provides assistance to coworkers, ensuring they understand their tasks.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Handle mail and messages on your shifts properly and on confidential basis.
  • Report any unusual occurrences or requests to the manager or supervisor on duty.
  • 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 guests with tact, respect, diplomacy, and confidentiality.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
  • Follow company and department policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Protect the privacy and security of guests and coworkers.
  • Do the right thing.
  • Comply with quality assurance expectations and standards.
  • 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.

FAQs

What is the primary role of a Guest Experience Expert?

The primary role of a Guest Experience Expert is to ensure a memorable and unique experience for guests by actively listening and responding to their needs, addressing questions and concerns, and providing a wide range of services throughout their stay.

Is this position remote?

No, this position is not remote; it requires physical presence at the resort.

What languages are required for this position?

This position requires fluency in Chinese, in addition to proficiency in English.

Is prior experience in hospitality necessary for this role?

No related work experience is required for this position.

What are the working hours for the Guest Experience Expert role?

The schedule for this position is full-time, and exact hours may vary based on operational needs.

What are the key responsibilities of the Guest Experience Expert?

Key responsibilities include guest relations, assisting with guest services, managing check-in and check-out processes, and being knowledgeable about hotel amenities and local attractions.

Are there opportunities for career advancement within this role?

Yes, Marriott International offers a diverse range of career opportunities and pathways for advancement within the company.

What should guests expect when they check in?

Guests should expect a quick, efficient, and friendly check-in process, including confirmation of their reservation and a warm welcome.

What kind of training is provided for new hires?

New hires will participate in daily briefings and training sessions to ensure they are equipped with the necessary knowledge and skills to provide excellent guest service.

How does the Guest Experience Expert handle guest complaints?

The Guest Experience Expert actively listens and responds positively to guest complaints by using brand-specific processes to resolve issues while building trust and delighting the guest.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.