POSITION SUMMARY
Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and 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 work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience 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 10 pounds without assistance). 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.
Job Responsibilities
1) Create the standard VIP Services Daily Report; research database for next day arrivals, check preferences, incidents, comments and stays for each repeat guest.
2) Continually maintain guest files in PMS/GXP; record guest preferences, guest incidents, guest feedback via GuestVoice, amenities, and special needs information appropriately in the system(s), delete stay-specific and unusable data, merge duplicate records, etc.
3) Assist in preparation of welcome back notes/amenities for all Repeat Guests & VIP Guests.
4) Assist in the coordination of compliance with (repeat) guests’ needs, requests, and personal preferences. Ensure proper recognition and preference delivery for all repeat guests.
5) To ensure have pre-arrival contact for all guest 3-4 days prior to arrival.
6) Use discretion when inputting guest incidents, comments, etc. - no negative comments.
7) Energize the Guest Recognition process in daily contact with other departments.
8) Provide back up for Guest Recognition Manager Duties, i.e., attendance at departmental line-ups, etc.
9) Assist in the implementation of Guest Recognition awareness programs.
10) Communicate system any mistakes, reworks, breakdowns, incidents and variances to Guest Recognition Supervisor and/or Guest Recognition Manager.
11) To sell/maximize the revenue of the hotel by selling/up selling products to special occasions guests.
12) Follow all company policies and procedures.
13) Respond to all emails and guest inquiries related to Guest Recognition
14) Respond promptly to guest incident related to Guest Recognition
15) Research for more creative ideas in delivery of room decorations, surprise occasions for the honeymooners, celebrating anniversaries and proposals.
16) Research for more details on visiting or repeat guests via the internet system and GXP Planning screen
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience is required.
License or Certification: None
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 celebrated. Our 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.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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