Guest Experience Ambassador

Opportunity: Guest Experience Ambassador 

The Guest Experience Coordinator will report to the Guest Experience Manager.  

Potential Career Path

Front Desk Supervisor or Sales Coordinator – Guest Experience Manager or Sales Manager

Positions Requirements

• Monitor and analyze the guest experience index and regularly check and follow up with guests reviews and Medallia. Supervise the Guest Experience Index through analysis of trends and ensure constant and consistent communication of the results.
• Responsibilities will also include communication between all departments to ensure quality guest experience. 
• Develop and maintain strong, positive relationships with guests to ensure memorable experiences. 
• Anticipate guest needs and preferences, offering personalized recommendations and assistance. 
• Handle escalated guest concerns or complaints in a professional and empathetic manner, ensuring swift resolution. 
• Collaborate with the management team to design and implement strategies that enhance the overall guest experience. 
• Monitor guest satisfaction metrics, such as surveys and feedback, to identify trends and areas for improvement. 
• Make recommendations as necessary for areas of improvement. Resolve guest concerns expeditiously in a manner which is beneficial to all involved through communication with department management.  
• Comply with Marriott guidelines. Ensure all internal communications are on brand per HHM standard. Respond and update as necessary.       
• Knowledge of all aspects of front desk operations, including check-in and check-out, settlement, award programs, handling guest requests and complaints.
• Ability to communicate with others and inform line employees of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
• Update all relevant information pertaining to events in the hotel on a regular basis and communicate those changes quickly and effectively.
• Manage and execute amenity program, inventory of the items, storage and delivery to the guest room prior to arrival
• Send pre-arrival, pre-departure emails to all Bonvoy guests, conduct follow up calls after guest arrival to ensure guest satisfaction 
• Collaborate with VIP Manager and reach out to VIP guests prior to arrival to introduce self to confirm transportation and offer to set up itinerary items while in house to personalize their stay 
• VIPs, high paying guests, high profile guests room assignment
• Review amenity traces and prepare special occasion amenities, personalized welcome letters for arriving guests. 
• Work with other departments (Housekeeping, Front Desk, Food and Beverage, etc.) to ensure seamless service delivery for guests. Including but not limited to, Arrival, Departure, Dining.  
• Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed. 
• Resolve GXP cases and conduct proper follow up
• Actively participate in the daily arrival process, by greeting and interacting with guests and being present in the lobby.
• Perform duties of lobby ambassador during peak times of arrivals and departures
• Maintain a high presence in guest areas i.e. Pools, Restaurants and Lounges ensuring that any issues raised are resolved
• Assist with all guest experience initiatives including champagne check in process 
• Prepare regular reports on guest satisfaction, operational performance, and areas for improvement. 
• Provide insights and recommendations to management based on guest feedback and experience data. 
• Follow sustainability guidelines and practices related to HHM’s EarthView program. 
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Experience  

• Excellent communication skills, both verbal and written.
• Exceptional communication and interpersonal skills, with a strong emphasis on empathy and active listening.
• Must possess excellent computer skills. 
• Demonstrated strong problem-solving skills and the capacity to perform effectively under pressure while maintaining a high level of professionalism.
• Ability to communicate with others and inform line employees of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
• High school or equivalent education required. Bachelor’s Degree preferred.
• Minimum of two years experience in the hotel industry. Front office experience is beneficial.
• Marriott experience and GXP knowledge preferred

Work Environment and Context 

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

This property is a part of the Echelon Luxury & Lifestyle division of HHM Hotels. 

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

To see other opportunities at this location, click here.