Guest Experience Expert Job at Marriott Bonvoy (Budapest)

Job Description

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. 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 Experience Expert makes transactions feel like part of the experience.

Job Responsibility

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters)
Maintain awareness of undesirable persons on property premises
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust
Address guests' service needs in a professional, positive, and timely manner
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible
Assist other employees to ensure proper coverage and prompt guest service
Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones)
Thank guests with genuine appreciation and provide a fond farewell
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible
Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests
Communicate recommendations in a way that builds excitement and interest among guests and associates
Support all co-workers and treat them with dignity and respect
Develop and maintain positive and productive working relationships with other employees and departments
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
Comply with quality assurance expectations and standards
Enter and locate work-related information using computers and/or point of sale systems
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
Read and visually verify information in a variety of formats (e.g., small print)
Stand, sit, or walk for an extended period of time or for an entire work shift
Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping
Organize and coordinate check-in/pre-registration procedures for arriving groups
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay
Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures
Secure valid form of payment (e.g., credit card, cash) prior to issuing room key
Sell a room/accommodation to guests without reservations based on availability
Verify and adjust billing for guests
Provide assistance to coworkers, ensuring they understand their tasks
Speak to guests and co-workers using clear, appropriate and professional language
Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless)
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
Run credit card authorization report and check for discrepancies
Review shift logs/daily memo books and document pertinent information in logbooks
Print contingency lists to have a record of all guests in case of emergency
Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed
Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem
Follow up with guests to ensure their requests or problems have been met to their satisfaction
Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary
Process all payment types such as room charges, cash, checks, debit, or credit
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges
Count bank at end of shift and secure bank
Balance and drop receipts according to Accounting specifications
Obtain manual authorizations and follow all Accounting procedures when computer system is down
Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change
Ensure uniform, nametags, and personal appearance are clean, hygienic and professional
Follow company and department policies and procedures
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures
Protect the privacy and security of guests and coworkers
Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities
Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers

Requirements

High school diploma or G.E.D. equivalent
No related work experience

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