Guest Experience Agent
Geneva Marriott HotelAre you passionate about delivering exceptional guest experiences and creating memorable stays? Join our Front Office team as a Guest Experience Agent and become the first point of contact for our guests, ensuring a seamless and personalized experience from arrival to departure.
Your Role
As a Guest Experience Agent and Customer Care Coordinator, you will play a key role in delivering Marriott's service excellence standards by handling guest requests, managing front desk and telephone reception operations, coordinating with various hotel departments, and ensuring seamless communication through all guest contact channels. You will contribute to creating memorable guest experiences while ensuring complete guest satisfaction throughout their stay.
Your Main Responsibilities Guest Services & At Your Service (AYS)
- Manage guest requests via phone, email, chat, and other communication channels.
- Answer and direct telephone calls according to Marriott standards.
- Coordinate guest requests with the relevant departments and ensure timely follow-up.
- Handle pre-arrival communications and guest profile updates.
- Process room service orders and assist guests with in-room services.
- Follow up on guest concerns and provide effective service recovery when needed.
Guest Experience
- Anticipate guest needs and provide personalized service.
- Build meaningful connections with guests to enhance satisfaction and loyalty.
- Ensure all guest requests and concerns are resolved promptly and professionally.
- Deliver a high level of hospitality in line with Marriott brand standards.
Teamwork & Communication
- Collaborate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to ensure a seamless guest experience.
- Support colleagues and contribute to a positive and collaborative team environment.
- Participate in daily operational communications, briefings, and handovers.
- Act as a key liaison between guests and operational departments, ensuring guest requests are communicated, followed up, and resolved efficiently.
- Work closely with the Front Desk team to support overall Front Office operations and service delivery.
- While this position is not a dedicated Front Desk Agent role, the associate may be required to support Front Desk activities based on operational needs. These tasks may include assisting with guest arrivals and departures, responding to guest inquiries, coordinating room readiness with Housekeeping, handling billing-related questions, and promoting Marriott Bonvoy enrolment and upselling opportunities.
- Maintain flexibility to support the Front Office team during busy periods while keeping the primary focus on guest request management, communication, coordination, and guest experience.
What We're Looking For Qualifications & Experience
- Previous experience in hospitality, customer service, front office, or guest relations preferred.
- Experience with Opera PMS is an asset.
Skills
- Excellent customer service and communication skills.
- Professional telephone etiquette.
- Strong organizational and multitasking abilities.
- Ability to remain calm and solution-oriented under pressure.
- Positive attitude and team-player mindset.
- Good computer skills and attention to detail.
Languages
- Fluent French and English required.
- Additional languages are highly valued.
Why Join Marriott?
At Marriott International, we believe our associates are our greatest asset. We are committed to creating an inclusive environment where everyone can grow, develop their careers, and thrive.
What we offer:
- International career opportunities within Marriott International
- Ongoing training and development
- A supportive and diverse work environment
- Associate benefits and hotel discounts worldwide
- The opportunity to be part of the world's leading hospitality company
If you are passionate about people, service excellence, and creating unforgettable guest experiences, we would love to hear from you.
Apply now and start your Marriott journey with us.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.