Guest Experience Expert

Job description

*RFI Response
Take the initiative to deliver a wide range of services that guide guests through their entire stay. Processing operational needs (e.g. process check-ins, check-outs, payments), addressing guest requests, completing reports (e.g. GXP report, track of amenities, leave & arrivals, Bonvoy members, track of cancellations, guest details reports), or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience. Actively listen Sensitivity: Confidential and respond positively to guest questions, concerns, and requests. Address guests' service needs in a professional, positive, and timely manner. 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. Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests. 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. Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. Process all payment types such as room charges, cash, checks, debit, or credit. Verify and adjust billing for guests. 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., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Other related duties.

*Original
Duties: Take the initiative to deliver a wide range of services that guide guests through their entire stay. 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.

Requirements: High School Degree or equivalent required. One year related experience required. On the job training provided. Must 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). Pre-employment background check conducted.

Pay Rate:$23.00/hr. O/T at $34.50/hr. Eligible for multiple benefits including Discounted bus pass (public transportation Eagle County); Discounted ski pass (merchant pass – Epic Pass); Access to property chair lift (with applicable pass); Sick emergency time paid – based on Colorado State Law (accrual of 1 hour per 30 hours worked); Complimentary meal per shift; Complimentary Parking and Shuttle Service to/ from property; Complimentary uniform (shoes not included); Marriott Explore Discount (Rooms, Retail, Spa, and F&B); Complimentary fitness center usage on property (Fitness Center Usage Release required); For full list of benefits, please contact HR.

Shifts: Min. 35 hours/week. 8 hour shifts. Morning: 5:00AM – 8:00AM through 1PM – 4PM; Afternoon: 2:00PM – 10:00PM; Overnight: 10:30PM – 7:00AM. (5 rotating days including weekends).

Special Requirements

High School Degree or equivalent required. One-year related experience required. On the job training provided. Must 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). Pre-employment background check conducted.