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

About the role

The Guest Experience Expert is responsible for creating memorable, personalized stays for hotel guests. Working across the front‑desk area, you will proactively address guest needs, handle operational tasks, and share local insights, turning routine transactions into part of the overall experience.

Key responsibilities

• Connect with guests via email before arrival to tailor their stay and serve as the single point of contact for all inquiries.
• Welcome each guest warmly, using their name, and anticipate service needs throughout their visit.
• Listen actively to guest questions and concerns, resolve issues promptly, and build trust.
• Provide local area recommendations and promote Marriott Bonvoy enrollment for non‑members.
• Coordinate with concierge, housekeeping, engineering, security and other departments to fulfill guest requests.
• Update guest preferences in the PMS and GXP platforms for future stays.
• Assist colleagues to ensure seamless coverage and service continuity.
• Manage and troubleshoot public‑area technology such as TVs, remote controls, computers, internet and gaming devices.

Required profile

• Excellent verbal and written communication skills.
• Proactive, service‑oriented attitude with strong attention to detail.
• Ability to multitask and work efficiently in a fast‑paced environment.
• Team player who can collaborate across multiple hotel departments.
• Enthusiasm for sharing local attractions and creating guest excitement.

Required skills

• Experience using a Property Management System (PMS).
• Familiarity with the GXP platform for guest preference management.
• Basic troubleshooting of audiovisual and internet equipment in public spaces.