Guest Experience Expert, Marriott Bonvoy

Marriott Bonvoy

Location:
Cayman Islands, Grand Cayman

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Guest Experience Expert is responsible for enhancing guest experiences by attending to personalized requests before and during their stay. The position involves overseeing guest reservations, coordinating with various departments, responding to special needs, and maintaining high-quality service standards. Key requirements include strong communication skills, multitasking abilities, and experience in luxury hospitality environments.

Job Responsibility:

Responsible for pre-arrival contact with guests, providing information, creating guest itineraries and dealing with all guest requests in a timely manner
Coordinates amenities and escort guests to rooms while showcasing hotel facilities
Respond to special requests from guests with unique needs
Responsible for maintaining a database of individual guest preferences, creates in-house motivation for attaining additional guest preference information from staff
Monitors the pre-arrival of guests and provides the necessary communication to all departments to personalize guest’s visits
Respond to requests for visitor information, special arrangements, activities or services by making arrangements or identifying appropriate providers
Respond to special requests from VIP guests with unique needs and follow up to promote satisfaction
Contact appropriate individuals or departments as necessary to resolve calls, requests or problems
Inspect VIP guest’s rooms and deliver gifts and requested items prior to guest arrival
Follow up on any outstanding requests or problems from the previous day and are resolved
Process guest check-ins, check-outs, and pre-register designated guests
Coordinate, and work closely with Housekeeping, Engineering team to track room status and ensure guest problem resolutions
Review/Track/Accommodate requests for room to confirm reservations and cancellations, and review out-of-order rooms daily
Arrange transportation for guests/visitors, vouchers
Answer, record, and process all guest calls, requests, questions, or concerns
Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls
Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

Requirements:

Front desk/guest service experience preferably in a 5-star hotel
Rooms Controller Experience preferably in a 5-star hotel
Strong computer skills, knowledge of Opera, Word, Excel, and Outlook is required
Excellent guest problem resolution experience and skills essential in addition to the ability to remain positive and calm under pressure
Enjoy interacting with guests, creating memorable experiences
Must have an excellent telephone manner, verbal and written communication
Positive, high attention to details and focused
Must be able to stand, walk for long periods, push and pull
Ability to multi task and take care of needs of multiple guests at the same time
Education: High school diploma or G.E.D. equivalent.

Nice to have:

Rooms Controller Experience preferably in a 5-star hotel
Positive, high attention to details and focused
Ability to multi task and take care of needs of multiple guests at the same time.

What we offer:

Equal opportunity employer
Opportunity to work with a global team
Training and development opportunities
Access to company culture and service values such as Gold Standards
Learning environment within Marriott International.

Additional Information:

Job Posted:
October 08, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Guest Experience Expert