Guest Experience Expert (Guest Recognition)

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Experience Expert (Guest Recognition)

POSITION SUMMARY

At our hotel, creating a seamless and unforgettable guest experience goes beyond standard check-ins and check-outs. As a Guest Experience Expert, you will play a pivotal role in delivering highly personalized service by recognizing and anticipating the needs of our valued members and repeat guests. Your expertise in guest profiles, loyalty programs, and exclusive benefits will ensure that every stay is tailored to perfection.

Key Responsibilities:

• Guest Recognition & Personalization: Review guest profiles, membership status, and stay history to anticipate needs, preferences, and special requests.
• Loyalty Program Expertise: Stay updated on membership tiers, benefits, and promotions to provide accurate information and ensure guests receive their entitled perks.
• VIP & Elite Member Engagement: Offer an elevated experience for loyalty members and high-profile guests, ensuring their preferences are met and any special accommodations are arranged in advance.
• Seamless Arrival & Departure: Coordinate pre-arrival preparations, personalized greetings, and special amenities for returning guests and loyalty members.
• Problem Resolution & Service Recovery: Proactively address guest concerns, resolving issues efficiently while ensuring guest satisfaction and loyalty.
• Collaboration with Departments: Work closely with front office, housekeeping, and F&B teams to ensure seamless service delivery for VIP guests.
• Data Accuracy & Reporting: Maintain and update guest profiles, tracking preferences and feedback to enhance future stays.

What We're Looking For:

• A passion for recognizing and delivering personalized guest experiences.
• Strong understanding of loyalty programs, membership benefits, and guest recognition strategies.
• Excellent interpersonal and communication skills with a warm and engaging demeanor.
• Attention to detail, particularly when handling guest profiles and special requests.
• The ability to multitask in a fast-paced, guest-focused environment.
• Professionalism, discretion, and an unwavering commitment to guest satisfaction.

Preferred Qualifications:

• Experience: Previous experience in guest relations, concierge services, or loyalty program management in a luxury hospitality setting is preferred.
• Technical Skills: Familiarity with hotel management systems and guest loyalty databases is an advantage.

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.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world's top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, 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.