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Guest Experience Associate
Front Office Agent – The Autograph Collection
Position Summary
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Answer, record, and process all guest requests, questions, or concerns via:
- Telephone
- Chat
- Mobile communication devices
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Operate telephone switchboard, including:
- Processing requests for wake-up calls
- Connecting and directing calls to appropriate extensions
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Receive, record, and relay messages accurately
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Log guest requests or issues into computer systems and follow up to ensure resolution
- Direct guests to appropriate departments (e.g., Bellperson, Housekeeping)
- Verify all requests are addressed to the guest’s satisfaction
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Provide guests with information on:
- Room features
- Property amenities
- Local areas of interest
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Process,
- Answer questions related to room service orders
- Record menu selections and transactions in a point-of-sale system
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Assist guests with:
- Accessing internet
- Guestrooms entertainment
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Job Requirements
- Adhere to all company policies and procedures
- Maintain a clean and professional uniform and personal appearance
- Protect confidentiality of proprietary information and safeguard company assets
Guest Engagement:
- Welcome and acknowledge guests per company standards
- Anticipate and address service needs proactively
- Provide assistance to individuals with disabilities
- Convey genuine appreciation through interaction
Teamwork & Compliance:
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Communicate clearly and professionally with others
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Use appropriate telephone etiquette
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Develop and maintain positive working relationships
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Contribute to achieving team goals
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Comply with quality assurance expectations and standards
Physical Demands (encompasses entire work period):
- Frequent standing, sitting, and walking
- Ability to move, lift, carry, push, pull, or place objects weighing ≤10 lbs
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- Perform other reasonable job duties as assigned by Supervisors
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent
- Work Experience: None required
- Supervisory Experience: None required
- License/Certification: None
About Marriott International
We are an equal opportunity employer. Our mission is to include, support, and value diverse backgrounds. Marriott International fosters an inclusive culture where individuals are celebrated for their unique talents and experiences.
By joining The Autograph Collection (as part of Marriott International), you become part of a portfolio that marries bold character and quality, connecting with The Individualist—a guest who views hotels not just as a place to stay, but an extension of their personal journey. The best lives your work fantasies, fulfill your purpose, and let you be your best self.
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Jessica, London
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