Overview

The Guest Experience Specialist will be responsible for recognizing VIP’s and designated guests, Bonvoy members in particular Cobalt, Ambassador, Titanium and Platinum Members though personal email outreach. The Guest Experience Specialist drives loyalty culture and is an expert in membership benefits. The Guest Experience Specialist trains and updates staff in the Bonvoy Loyalty Program.

Responsibilities

• Capture and record information that our guests may not have provided during the reservation process, setting associates up for success and allowing them to look forward, adjusting resources to ensure requests are delivered.
• Responsible supporting the activities of the Ambassador Services team.
• Collaborate with others to ensure the fundamentals are delivered continuously, such as welcome card and amenities.
• Inspect all VIP’s and Bonvoy Elite rooms to ensure seamless stay.
• Maintain daily monitoring of the Experience Specialist email Inbox and ensure timely responses.
• Meet and Greet guest designated as VIP’s Including Bonvoy Elite Members.
• Preform Front Desk Agent duties as needed.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and subordinates.
• Requires manual dexterity to use and operate all necessary equipment
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

Qualifications

• High school or equivalent education required. Bachelor's Degree a plus.
• All employees must maintain a neat, clean and well-groomed appearance.
• Excellent customer service skills are required.
• Must have flexible schedule and be able to work 1st and 2nd shift, weekends and holidays.
• Ability to respond quickly and accurately to guest requests. Ability to multitask.
• Marriott or similar branded, full service hotel experience preferred.

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