Guest Experience Expert

2 weeks ago

Brisbane, Australia Marriott International, Inc Full time

**Additional Information**
**Job Number**24217023
**Job Category**Rooms & Guest Services Operations
**Location**The Westin Brisbane, 111 Mary Street, Brisbane, Queensland, Australia, 4000
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Non-Management

**Role Overview**:
As the **Front Office Generalist,**you**will be a dynamic team member who is responsible for delivering exceptional guest experiences by performing a variety of front desk and guest service duties. This role ensures smooth day-to-day operations of the Front Office, including handling check-ins and check-outs, managing reservations, addressing guest inquiries, and resolving any service-related concerns promptly. As the first point of contact for guests, the Front Office Generalist embodies professionalism, hospitality, and a commitment to maintaining the highest standards of service to create a welcoming and memorable stay.

**Key Responsibilities**:

- You will 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.
- You will maintain customer loyalty through the innovative resolution of issues, with strong attention to ensuring a positive guest experience.
- Manage all aspects of the front office department, tending to the guests and exceeding their expectations.
- Handle complaints, settling disputes, and resolving grievances and conflicts by negotiating with relevant parties
- Build and strengthen relationships with existing and new customers, anticipating their needs and enabling future bookings
- Drive loyalty through our loyalty programs and guest experiences

**About You**:

- Experience with OPERA property management system or similar
- Have at least 2 year experience preferably within a high volume environment
- Opera experience preferred however not required
- Outstanding relationship building skills
- Excellent customer service experience
- Confidence and skills to up sell and promote our venues
- Passion for the Hospitality Industry
- Learn, think and grow and continue to evolve in your role
- 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._

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