Customer experience specialistCustomer experience specialist

Key Achievements:

Receive, record, and relay messages accurately to the appropriate department or personnel. Log all guest requests or issues in GXP, notify the relevant department (e.g., Bell person, Housekeeping), and follow up with guests to ensure satisfaction. Provide guests with information about room features, property amenities, and local attractions. Answer questions related to menu selections, process room service orders, and record transactions in the point-of-sale system (e.g., MICROS). Assist guests with accessing the internet and in-room entertainment systems. Make restaurant bookings through SevenRooms or other reservation systems as requested. Marriott Hotel International May 2022 - June 2025 At Your Service/ Switchboad Receive, record, and relay messages accurately to the appropriate department or personnel. Log all guest requests or issues in GXP, notify the relevant department (e.g., Bellperson, Housekeeping), and follow up with guests to ensure their satisfaction. Provide guests with accurate and helpful information regarding room features, property amenities, and local attractions. Assist guests with connecting to the internet and accessing in-room entertainment systems.

Key Achievements:

At Your Service/ Switchboad Receive, record, and relay messages accurately to the appropriate department or personnel. Log all guest requests or issues in GXP, notify the relevant department (e.g., Bellperson, Housekeeping), and follow up with guests to ensure their satisfaction. Provide guests with accurate and helpful information regarding room features, property amenities, and local attractions. Assist guests with connecting to the internet and accessing in-room entertainment systems.

Key Achievements:

Actively listen and respond positively to guest questions, concerns, and requests using brand- and property-specific processes to resolve issues, delight guests, and build trust. Address guest needs in a professional, positive, and timely manner. Anticipate guest needs by asking thoughtful questions and observing preferences, then acting on them whenever possible. Engage guests in meaningful conversations about their stay, property services, local attractions, and social media when appropriate. Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting—use the guest's name whenever possible. Thank guests sincerely and provide a warm farewell upon departure. Stay up to date on local areas, events, and attractions to offer personalised recommendations. Communicate recommendations in a way that builds excitement and interest among guests and associates. Assist other team members to ensure proper coverage and prompt guest service. Arrange transportation for guests (e.g., taxi, shuttle, advanced transport requests). Contact appropriate departments (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security) to resolve guest calls, requests, or issues. Follow up with guests to confirm their concerns or requests have been addressed to their satisfaction.

Key Achievements:

Follow standardised communication scripts when handling various customer topics to ensure consistency and professionalism. Identify customer needs by actively listening, clarifying information, and asking relevant questions. Research and resolve issues, providing accurate information and effective solutions or alternatives. Seize opportunities to up-sell or cross-sell products and services whenever appropriate. Build sustainable relationships with customers by engaging in a helpful, respectful, and proactive manner. Go the extra mile to deliver a high level of customer satisfaction and retention.

Key Achievements:

Manage multiple delinquent accounts for debt collection efforts. Keep track of assigned accounts identity outstanding debts. Plan a course of action to recover outstanding payments. Negotiate payoff deadline or payment plans Handle questions or complaints. Investigate and resolve discrepancies in payments or accounts.