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About the Role
The Guest Experience Expert is responsible for creating memorable and personalised guest experiences throughout the guest journey, from arrival to departure. This role goes beyond traditional front desk responsibilities by proactively addressing guest needs, resolving requests, providing local recommendations, and ensuring every interaction reflects Marriott's commitment to exceptional hospitality and service excellence.
Responsibilities
- Welcome guests warmly, complete check-in and check-out procedures, and ensure a seamless arrival and departure experience.
- Anticipate guest needs and proactively provide solutions, recommendations, and personalised service throughout their stay.
- Respond to guest questions, concerns, and service requests in a professional, timely, and positive manner.
- Process reservations, room assignments, room changes, extensions, and billing adjustments using hotel systems such as OPERA, Fidelio, PMS, or FOSSE.
- Coordinate with Housekeeping, Engineering, Security, and other departments to resolve guest concerns efficiently.
- Provide guests with information and recommendations regarding local attractions, dining, events, and hotel services.
- Arrange transportation, special services, and personalised guest requests including concierge-related support.
- Process payments, handle cash transactions, balance cash floats, and comply with Marriott cash handling procedures.
- Prepare and review operational reports, shift logs, arrivals, departures, and guest information records.
- Maintain guest confidentiality, follow company policies, and uphold quality, safety, and brand standards at all times.
Requirements
- Higher Education qualification, Diploma, or equivalent.
- No previous hospitality experience is required; customer service experience would be advantageous.
- Excellent customer service skills with a genuine passion for creating memorable guest experiences.
- Strong communication, listening, and interpersonal skills.
- Ability to effectively solve problems and make sound decisions in a fast-paced environment.
- Good computer literacy and the ability to learn hotel operating systems.
- Strong organisational, multitasking, and time-management abilities.
- Positive attitude, adaptability, and a professional approach to guest interactions.
- Ability to work collaboratively within a team and build positive working relationships across departments.
- High levels of integrity, dependability, and attention to detail.
Skills
- Customer service
- Communication
- Listening
- Interpersonal skills
- Problem-solving
- Decision-making
- Computer literacy
- Organisational skills
- Multitasking
- Time-management
- Adaptability
- Professionalism
- Teamwork
- Integrity
- Dependability
- Attention to detail
Location
- London
Work Type
- Full-time
Experience Level
- No previous hospitality experience required
Education Level
- Higher Education qualification, Diploma, or equivalent
Benefits
- Explore by Marriott Bonvoy™ benefits including special room rates, discounts on food and beverage, and experiences across Marriott's portfolio.
- Paid leave for vacations, sick time, and holidays.
- Access to global TakeCare platform for wellbeing activities and resources.
- Additional local benefits may be available depending on the property and role.
About the Company
- Marriott Hotels believes our legacy is built by the people who bring it to life every day.
- Marriott offers more than a job; it is an opportunity to be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
- Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.
- Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.
- JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world.
- JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott.
- JW Marriott hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers.
- JW Marriott creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.
Equal Opportunity
- Marriott International is 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.
- We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.