Guest Experience Agent

About the role

As a Guest Experience Agent you will be the first point of contact for hotel guests, ensuring a seamless and personalized stay from arrival to departure. You will work within the Front Office team to deliver Marriott’s high standards of service excellence across multiple communication channels.

Key responsibilities

• Manage guest requests via phone, email, chat and other channels, following Marriott standards.
• Answer and direct telephone calls, coordinate with relevant hotel departments, and ensure timely follow‑up.
• Handle pre‑arrival communications, update guest profiles, and process in‑room service orders.
• Anticipate guest needs, build meaningful connections, and resolve concerns promptly.
• Collaborate with Front Office, Housekeeping, Food & Beverage, Engineering and other teams to ensure a seamless guest experience.
• Support Front Desk operations when needed, including arrivals, departures, billing questions and Marriott Bonvoy enrolment.

Required profile

• Passion for delivering exceptional guest experiences.
• Strong communication skills and ability to manage multiple guest contact channels.
• Flexibility to support Front Office activities during busy periods.

Required skills