Guest Experience Expert

As a Guest Experience Expert at Marriott International, Inc., you'll be the welcoming face of our hotel, ensuring every guest enjoys a seamless, memorable stay. Based in our Hospitality & Travel department, you'll handle check-in and check-out, resolve issues with empathy, and offer personalized recommendations. You'll coordinate with housekeeping and other teams, manage reservations and billing, and maintain accurate guest records.

Rooted in Marriott's people-first culture, you embrace change, act with integrity, and help create an inclusive environment where guests and associates feel valued and cared for.

Responsibilities

• Warmly welcome guests and manage check-in/check-out procedures
• Handle reservations, cancellations, and room assignments in the PMS Respond promptly to guest inquiries, requests, and complaints
• Process payments, billing, and folio adjustments accurately
• Coordinate with housekeeping and maintenance to meet guest needs
• Provide local recommendations and concierge-style assistance
• Maintain accurate guest records and confidentiality
• Upsell rooms, packages, and hotel amenities when appropriate
• Ensure lobby and front desk areas are clean and inviting
• Follow Marriott brand, safety, and security standards at all times

Required Skills

• Front desk operations
• Property management systems (PMS) such as Opera/Marsha
• Customer service
• Cash handling and billing
• Conflict resolution
• Reservation management
• Communication skills
• Time management
• Upselling and cross-selling
• Problem-solving