Guest Experience Expert - GRA Marriott International

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From the very first opening of the St. Regis New York, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. As the original house of luxury, St. Regis continues to redefine modern luxury through great service. The St. Regis Abu Dhabi merges authentic Arabian hospitality with more than a hundred years of bespoke St. Regis tradition.

Crafted for modern connoisseurs who desire exceptional experiences, The St. Regis Abu Dhabi is the social epicenter for royalty, discerning travelers and luminaries in the art of living. The hotel comprises of 283 elegantly appointed guest rooms including 55 suites, most of which boast breathtaking views of the Arabian Gulf and Abu Dhabi city, including the extraordinary Abu Dhabi Suite the highest suspended suite in the world, connecting the two Nation Towers.

The St. Regis is part of Marriott International, a brand leader, offering the most powerful portfolio in the industry, our more than 30 leading brands and nearly 9,100 properties in 142 countries and territories give people more ways to connect, experience and expand their world. At the heart of The St. Regis, our exceptional staff whom we address as "Hosts," are the ultimate luxury ambassadors, dedicated to providing our guests with an exquisite stay and unforgettable experiences. Pursue your passion and grow your expertise at Abu Dhabi s best address The St. Regis Abu Dhabi, the house of luxury who is awarded with the prestigious Forbes Travel Guide 5-Star Rating.

POSITION SUMMARY

The Guest Relations Agent assists hotel guests efficiently, courteously and professionally. Takes care of all VIP guests, Marriott Bonvoy Elite Members requests and coordinates with all concerned departments to fulfil guest needs and requests.

ESSENTIAL FUNCTIONS:

To be an ambassador of the Front Office and the hotel, in and outside the work place.

To provide a personal service to all the guests, fully aware and following the hotel standards and procedure.

To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.

To personally greet and escort the guests rather than pointing out directions.

To ensure that the privacy of the guests and the confidentiality of the information is respected

To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.

To manage any guest complaint in a professional manner, by owning it, resolving it to the guest s satisfaction and recording it.

To call a manager for advice in serious cases or if an approval is required.

To ensure a proper use of the telephone etiquette as per St. Regis standard.

Greets guests upon arrival and bids farewell upon departure.

Ensures that, whenever possible, guests receive bespoke recognition.

Inspects VIP room status and amenities in good order prior to guests arrival.

Maintains an active presence in the hotel lobby and at the main door to greet and assist incoming guests.

Actively obtains feedback from guests to improve services and facilities.

Assists and coordinates with Front Desk to ensure consistent service.

Ensures that guest history is updated on a regular basis with accurate information.

Review and prepares next day s arrival reports for Marriott Bonvoy Elite Members, VIPs and those accorded special status, ensuring that these are highlighted to the management and necessary related functions are activated.

Handles guest complaints immediately and follows up thoroughly.

Maintains a neat, tidy and professional appearance at all times.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: Must have at least one year experience in the luxury hospitality industry. More experience preferred..

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