Guest Experience Expert (AYS Agent)

Role Overview

Guest Experience Expert (AYS Agent) at Marriott International. This is an entry-level position with no related work experience or supervisory experience required.

Role Purpose

Answer, record, and process all guest requests, questions, and concerns via telephone, email, chat, and mobile communication devices. Ensure guest satisfaction by resolving issues promptly and providing accurate information about property amenities and services.

Key Responsibilities

Guest Communication & Request Management

• Answer and respond to guest inquiries via telephone, email, chat, and mobile communication devices.
• Operate telephone switchboard and process guest requests for wake-up calls.
• Connect and direct calls to the appropriate extension.
• Receive, record, and relay messages accurately.
• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.

Guest Service & Support

• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Provide information to guests about room features, property amenities, and local areas of interest.
• Assist guests with accessing internet and guestroom entertainment.

Request Processing & Follow-Up

• Log all guest requests or issues into computer systems.
• Contact appropriate individual or department (for example, Bellperson, Housekeeping).
• Follow up with guest to ensure their request has been resolved to their satisfaction.
• Process room service orders and answer questions on menu selection.
• Record transactions in point-of-sale system.

Compliance & Professional Standards

• Follow all company policies and procedures.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Ensure uniform and personal appearance are clean and professional.
• Develop and maintain positive working relationships with others.
• Support team to reach common goals.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications & Experience

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience required.
• Supervisory Experience: No supervisory experience required.
• License or Certification: None required.

Skills & Competencies

• Read and visually verify information in a variety of formats.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Additional Information

Marriott International is committed to being an equal opportunity employer, welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated. Marriott is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.