Guest Experience Specialist

Marriott is seeking a Guest Experience Specialist to deliver exceptional service in our full-service hotel environment. In this front-facing role, you will welcome guests, manage check-in/check-out, and support reservations and inquiries across multiple channels. You'll coordinate with housekeeping and operations to ensure rooms and amenities meet brand standards, promptly resolve issues, and promote hotel services and loyalty programs. Marriott provides structured training, career growth opportunities, and exposure to global hospitality operations in a collaborative, people-first culture.

Responsibilities

• Provide warm, professional welcome and check-in/check-out support for guests
• Respond promptly to guest inquiries, requests, and service issues in person, by phone, and via digital channels
• Coordinate with housekeeping, maintenance, and other departments to ensure rooms and amenities meet brand standards
• Process payments, reservations, room changes, and special requests accurately in property management systems
• Upsell rooms, packages, and on-property services to enhance guest stays and drive revenue
• Resolve guest complaints with empathy and follow escalation procedures when needed
• Maintain accurate guest records, reports, and shift handover documentation
• Follow Marriott policies, safety, and security procedures to protect guests and property
• Support lobby cleanliness, signage, and merchandising of hotel offerings
• Participate in ongoing training to stay current on brand standards and local offerings

Required Skills

• Customer service
• Front desk operations
• Hospitality software/PMS (e.g., Opera, Marriott systems)
• Cash handling and payment processing
• Conflict resolution
• Reservation management
• Verbal and written communication
• Time management and multitasking
• Upselling and cross-selling
• Problem-solving