Full Job Description
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day are resolved. Monitor inventory and order office supplies. Notify Loss Prevention/Security of any guest reports of theft.
Review GuestWare and Pass On Log database periodically and follow up on pending and significant issues to ensure guest satisfaction.
Be present in key public areas including Executive Lounge, Valet, Front Desk, Concierge Stand, and Restaurants to ensure "GUEST" standards are adhered to.
Contact VIP and Elite Marriott Rewards Members prior to their arrival to offer assistance with on/off property activites.
Ensure Pre-arrival planning has been completed to include information gathered from pre-arrival contact, Marriott Rewards profiles and property specific historical data.
Ensure Front of House associates receive daily GUEST audits and adhere to QA standards at all times.