Guest Experience Expert

1 month ago

Melbourne, Victoria, Australia Marriott Full time

Job Number

Job Category Rooms & Guest Services Operations

Location Melbourne Marriott Hotel, Corner Exhibition & Lonsdale Streets, Melbourne, Victoria, Australia

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

As Marriott International's * * flagship brand, Marriott Hotels drives innovation in our industry. Be part of a collaborative team of creative, dynamic people setting the pace in the industry. Find your place in an environment built on strong relationships where every associate is empowered to make an impact and valued for their contributions. When you become a Marriott Hotels Guest Experience Expert, opportunity awaits.

Position Summary:

  • Assist guests arriving and departing the hotel through the check in and departure process.
  • Handle guest calls, general enquiries, engage, and inspire guests through each guest experience.
  • Build and strengthen relationships with existing and new customers, anticipating their needs and enabling future bookings.
  • Support your Front Office team with general operational tasks.
  • Take guest reservations and perform cash handling & credit card responsibilities.
  • Be an expert on the hotel and the surrounding area, know it inside and out to exceed guest expectations and fuel their curiosity.
  • Assign rooms according to guest requests and preferences whenever possible.
  • Assist with verifying and adjusting billing for guests whilst following up with guest questions and requests, focusing on attention to detail.
  • Be the "face of the hotel" - engaging and inspiring guests through each guest interaction from arrival to departure.
  • Respond to guest enquiries for special arrangements or services including but not limited to transportation, reservations, and dry cleaning.
  • Securely park guest cars, deliver bags and amenities in accordance with the hotel policies
  • Support your front office team in general operational tasks.
  • Service and attend to guests in our executive lounge.
  • Ensure all guest's requirements and requests are anticipated and completed in a timely manner.
  • Ensure you and the team uphold all company policies and procedures and complete all required tasks in a prompt & thorough manner.
  • Build and strengthen relationships with existing and new customers, anticipating their needs and enabling future bookings.

About You:

  • Experience with OPERA property management system or similar
  • Relevant experience in a similar role
  • Working rights in Australia
  • Enthusiastic to escalate your career.
  • Self-motivated, driven and energized in a fast-paced environment.
  • Armed with smart solutions and a can-do attitude.

*Our Benefits: *

  • Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
  • Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
  • Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
  • Genuine care for associates' physical, emotional and financial wellbeing through our Employee Assistance Program
  • Opportunity to receive Employee Referral Incentives and get paid for working with your friend
  • Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness

Marriott Hotel is part of Marriott International's Premium portfolio, which has committed to putting people first for 90+ years. Apply now

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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 believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our 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 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. Treating guests exceptionally starts with the way we take care of our associates. That's The JW TreatmentTM. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.


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