Guest Experience Expert – Front Desk (i-Job Program)

About the role

The Guest Experience Expert is the primary point of contact for guests throughout their stay, ensuring every interaction feels personal and memorable. Working on the front desk, you will blend operational tasks with genuine hospitality to create a seamless experience from arrival to departure.

Key responsibilities

• Connect with guests via email before arrival to personalize their stay and serve as the single point of contact for all queries.
• Welcome each guest with a smile, eye contact, and use their name whenever possible.
• Anticipate and respond to guest needs, handling requests, complaints, and special services promptly.
• Provide local area recommendations and promote Marriott Bonvoy enrollment.
• Coordinate with concierge, housekeeping, engineering, security and other departments to resolve guest issues.
• Manage public‑area technology (TVs, remotes, internet, games) and offer basic troubleshooting.
• Update guest preferences in the PMS and GXP platforms for future stays.

Required profile

• Excellent verbal and written communication skills with a friendly, professional demeanor.
• Strong listening abilities and a proactive attitude toward problem‑solving.
• Ability to work flexible hours and collaborate with team members to ensure coverage.
• Passion for delivering memorable, service‑driven experiences.

Required skills

• Familiarity with Property Management Systems (PMS).
• Experience using GXP platform for guest preference management.