Guest Experience Expert

Job Number ‎23152585
Job Category Rooms & Guest Services Operations
Location Four Points by Sheraton Makkah Al Naseem, Third Ring Road Al
Naseem District at Al Rajhi Mosque, Makkah, Saudi Arabia, Saudi Arabia VIEW ON
MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

Answer, record, and process all guest requests, questions, or concerns via
telephone, email, chat, and mobile communication devices. Operate telephone
switchboard, process guest requests for wake-up calls, and connecting and
directing calls to the appropriate extension. Receive, record, and relay
messages accurately. Log all guest requests or issues into computer, contact
appropriate individual or department (e.g., Bellperson, Housekeeping), and
follow up with guest to ensure their request has been resolved to their
satisfaction. Provide information to guests about room features, property
amenities, and local areas of interest. May process room service orders,
answer questions on menu selection and record transactions in point-of-sale
system. Assist guests with accessing internet and guestroom entertainment.

Follow all company policies and procedures; ensure uniform and personal
appearance are clean and professional; maintain confidentiality of proprietary
information; and protect company assets. Welcome and acknowledge all guests
according to company standards, anticipate and address guests' service needs,
assist individuals with disabilities, and thank guests with genuine
appreciation. Speak with others using clear and professional language, and
answer telephones using appropriate etiquette. Develop and maintain positive
working relationships with others, and support team to reach common goals.
Comply with quality assurance expectations and standards. Read and visually
verify information in a variety of formats; stand, sit, or walk for an
extended period of time or for an entire work shift. Move, lift, carry, push,
pull, and place objects weighing less than or equal to ‎10 pounds without
assistance. Perform other reasonable job duties as requested by Supervisors.

Marriott International is an equal opportunity employer. We believe in hiring
a diverse workforce and sustaining an inclusive, people-first culture. We are
committed to non-discrimination on any protected basis, such as disability and
veteran status, or any other basis covered under applicable law.

Where timeless classics are woven with modern details. Where business meets
pleasure. Where even when travelers are global, they can experience the local.
As a member of the team, you will become part of our united Four Points by
Sheraton community where everyone is welcome, we support each other, and every
hotel matters. We provide exactly what guests need in an uncomplicated way. If
you are seeking opportunities to put guests at ease in a friendly, genuine and
approachable environment, join our team. In joining Four Points, 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.