Guest Experience Expert

Join Marriott as a Guest Experience Expert - PBX and be the welcoming voice of our hotel. In this role, you manage a high volume of internal and external calls, provide accurate information, and coordinate guest requests with hotel teams. You'll deliver warm, efficient service, support emergency and priority communications, and use PBX and hotel systems to log and follow up on every interaction.

Working closely with front office and operations, you help create a seamless, safe, and memorable stay while growing your hospitality skills within a global leader.

Responsibilities

• Answer and route internal and external calls promptly and professionally
• Provide hotel information, directions, and service details to guests
• Coordinate and log guest requests, ensuring timely follow-up with departments
• Monitor and respond to emergency and priority calls per safety procedures
• Use PBX and hotel systems to document interactions and requests accurately
• Support front office and guest services with messaging and wake-up calls
• Handle guest concerns with empathy and escalate complex issues as needed
• Maintain confidentiality of guest information and Marriott standards
• Collaborate with operations teams to support a seamless guest experience
• Uphold Marriott service, appearance, and communication standards

Required Skills

• PBX/phone system operation
• Customer service
• Call handling and routing
• Hotel property management systems (PMS)
• Data entry and call logging
• Conflict resolution
• Time management and multitasking
• Basic safety and emergency procedures
• Verbal communication
• Basic computer skills