Guest Experience Agent

About the Role

Marriott International is seeking a Guest Experience Agent to join the team in Jeddah. This full-time role is responsible for managing all guest communications and requests across various channels, ensuring a high standard of service and guest satisfaction. The position requires 0-1 years of experience in a related field.

Key Responsibilities

• Answer, record, and process guest requests, questions, and concerns via telephone, email, chat, and mobile communication devices.
• Operate the telephone switchboard, process wake-up call requests, and direct calls to the appropriate extensions.
• Receive, record, and relay messages accurately and efficiently.
• Log all guest requests or issues into the computer system and coordinate with relevant departments (*, Bellperson, Housekeeping).
• Follow up with guests to ensure their requests have been resolved to their satisfaction.
• Provide guests with information about room features, property amenities, and local areas of interest.
• Process room service orders, answer menu-related questions, and record transactions in the point-of-sale system.
• Assist guests with accessing internet services and in-room entertainment.

Operational Duties

• Adhere to all company policies and procedures.
• Maintain a clean and professional uniform and personal appearance.
• Ensure the confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to established company standards.
• Anticipate and address guests’ service needs, including assisting individuals with disabilities.
• Thank guests with genuine appreciation and communicate using clear and professional language.
• Answer telephones using appropriate etiquette.

Team Collaboration and Standards

• Develop and maintain positive working relationships with colleagues.
• Support the team in achieving common goals.
• Comply with all quality assurance expectations and standards.

Physical Requirements

• Ability to read and visually verify information in various formats.
• Capacity to stand, sit, or walk for extended periods or an entire work shift.
• Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Additional Duties

Perform other reasonable job duties as requested by supervisors to support the overall guest experience and hotel operations.