POSITION SUMMARY
First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Arrival Experts will 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 50 pounds without assistance and objects weighing more than 75 pounds with assistance.. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts – to get it right for our guests and our business each and every time.
SPECIFIC DUTIES
· Assist all Guests arriving by car, taxi or limousine by opening the car door and helping to unload luggage in a professional and genuine manner. Extreme care and proper loading habits for protection of Guest property should be taken when luggage trolleys are in use.
· Use the correct luggage handling standards to record and store all Guest luggage’s on arrival, departure and long-term storages.
· Assist Guests in arranging car services, obtaining taxis, assisting them as well with loading/offloading of luggage.
· Check and uncheck luggage’s for Guests.
· Provide directions, maps and any other information as requested – Well verse about the immediate and surrounding areas.
· Maintain a clear roadway directly in front of the Hotel entrance.
· Stay in position and be alerted to provide assistance.
· Handle all Guests’ requests and fulfill them swiftly.
· Be very knowledgeable about the Hotel and all our services.
· Be very knowledgeable about local area, local events, attractions, sightseeing and cultural events.
· Ensure that Hotel interests are followed. Be informed about hotel contracts and follow them at all times.
· Ensure compliance with accident prevention guidelines.
· Ensure that logbooks, handovers and checklists are well maintained.
· Recognize all repeat guests, VIPs and Elite Members. Be able to recognize them and know about their special requests.
· Be knowledgeable about Marriott Bonvoy Program
· Have a thorough knowledge about SOPs and LSOPs.
· At all times strive to represent Marriott in the most professional and courteous manner.
· Be able to perform basic Concierge and Guest Arrival Expert/Luggage Porter duties and cover when required and instructed in accordance to the need of the business.
· Assist in answering in house Guest calls when deem necessary.
· Ensures the cleanliness in all Guest areas (Main Entrance, Reception, Lobby and Back Office) at all times.
· Working hours as required to do your job but normally not less than 40 hours per week.
· Be flexible in regard to work schedule
· Each associate is expected to carry out all reasonable requests by management which the associate can perform.
· Work collaboratively with all other departments to ensure guests receive seamless service throughout their stay
· Keeps up to date and adheres to all cleaning and hygiene requirements within the department
SKILLS AND KNOWLEDGE
· Strong Communication skills (verbal, listening, writing)
· Innovative
· Pro-active and reliable.
· Able to work alone and within a team.
· Physically fit
PREFERRED QUALIFICATIONS
Education: High school diploma or. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.