Job description
As a Guest Experience Expert at Marriott International in Manila, you will be the face of our brand, delivering warm, personalized hospitality that turns every stay into a memorable moment. Youâll blend frontline service with brand standards to create a seamless experience from arrival to departure.
In this role, youâll anticipate guest needs, respond with empathy, and partner with colleagues across departments to ensure each guest feels valued and cared for. You will showcase local knowledge, recommend dining and activities, and help guests craft their perfect stayâwhether traveling for business, leisure, or events.
Key to success is a proactive attitude, precise attention to detail, and the ability to manage multiple requests with grace in a fast-paced hotel environment. Youâll maintain Marriottâs standards for safety, cleanliness, and service quality while seizing opportunities to upsell experiences that enhance guest satisfaction and loyalty.
Marriott International is committed to career development, diversity, and the wellbeing of its people. If you thrive in a collaborative setting and enjoy turning guest interactions into lasting memories, this role offers a clear path to growth within a global hospitality leader.
Join us in Manila and contribute to an unforgettable guest journey that keeps travelers coming back. This is a full-time role offering competitive benefits, schedule flexibility, and the chance to advance your hospitality career with a world-renowned brand.
Responsibility
- Warmly greet guests, establish a positive first impression, and guide them through the check-in and check-out process with efficiency and courtesy.
- Provide concierge-level service by sharing local recommendations, dining options, transportation tips, and points of interest in Manila and surrounding areas.
- Respond to guest requests via phone, email, and in person; coordinate with front desk, concierge, and other hotel departments to fulfill requests seamlessly.
- Resolve guest concerns with empathy and professionalism; document feedback and escalate when necessary to ensure a timely resolution.
- Upsell Marriott experiences, services, and amenities in a guest-centric manner aligned with guest preferences and loyalty goals.
- Maintain up-to-date knowledge of hotel facilities, safety procedures, policies, and promotions to deliver accurate information.
- Collaborate with team members to sustain a welcoming lobby presence and to uphold cleanliness and organization in public areas.
Qualification
- Minimum high school diploma required; hospitality, tourism, or related degree preferred.
- 1-3 years of experience in guest services, front desk, or hospitality roles; demonstrated track record of delivering exceptional guest care.
- Excellent verbal and written communication skills in English; additional languages such as Filipino are a plus.
- Strong interpersonal skills, emotional intelligence, problem-solving abilities, and the ability to manage multiple tasks in a fast-paced environment.
- Proficiency with hotel management systems (PMS), property management tools, and basic computer applications.
- Customer-oriented mindset with a passion for service, attention to detail, and a commitment to Marriottâs service standards.
- Flexibility to work varied shifts, including weekends, holidays, and peak periods as required by hotel operations.