Member Experience Concierge

Marriott is seeking a Member Experience Concierge to deliver exceptional, personalized service to loyalty members and guests. In this front-of-house role, you'll welcome guests, anticipate needs, and curate memorable stays by coordinating room preferences, amenities, and local recommendations. You will manage member inquiries, explain Marriott Bonvoy benefits, resolve service issues, and liaise with front desk, housekeeping, and dining teams. Ideal candidates bring strong hospitality or customer service experience, polished communication skills, and a passion for creating warm, efficient, and detail-focused guest experiences in a dynamic hotel environment.

Responsibilities

• Warmly welcome and assist loyalty members and guests throughout their stay
• Provide personalized recommendations on hotel amenities, dining, and local attractions
• Handle member inquiries about reservations, points, and elite benefits
• Coordinate special requests, upgrades, and VIP arrivals with hotel teams
• Resolve service issues promptly, escalating when needed to ensure guest satisfaction
• Use property management and loyalty systems to access and update member profiles
• Promote Marriott Bonvoy enrollment and explain membership features
• Liaise with front desk, housekeeping, and F&B to ensure seamless experiences
• Track guest feedback and service recovery actions in designated systems
• Support lobby hosting, check-in/check-out, and guest communication channels

Required Skills

• Hotel property management systems (PMS)
• Customer relationship management (CRM) tools
• Marriott Bonvoy or similar loyalty program management
• Point-of-sale (POS) systems for guest services
• Professional written and verbal communication
• Issue resolution and service recovery techniques
• Upselling and cross-selling hospitality services
• Scheduling and coordination across departments
• Data entry and guest profile management
• Basic reporting and documentation in MS Office or similar