Marriott Celebrity Services Agent in National Harbor, Maryland
Job Number 21078592
Job Category Rooms & Guest Services Operations
Location Gaylord National Resort & Convention Center, 201 Waterfront Street, National Harbor, Maryland, United States
Brand Gaylord Hotels
Position Type Non-Management
Located Remotely? N
Gaylord Hotels is a multi-location hospitality brand guided by a single focus: extraordinary meetings and conventions. From guest rooms and meeting space, to entertainment and dining all in a self-contained environment, Gaylord Hotels makes meeting planning easy and provides attendees great networking opportunities. As a Gaylord Hotels STAR, you'll bring your warm smile, genuine excitement and a “consider it done” spirit to work. In return, you’ll experience the rewards of growing your career among a team of professionals with a passion for excellence. Ready for a change? Take the initiative. Enjoy the Rewards.
Provide personalized and detailed guest service assistance to VIP guests throughout their stay offering smooth registration and departure procedures. Review and log guest preferences/traces in computer systems. 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. Gather, summarize and provide information about the property and the surrounding area amenities, including special events and activities. Contact appropriate individuals or departments as necessary to resolve calls, requests or problems. Understand and assist with reservation services. Post charges (e.g., telephone calls, tickets, valet parking, etc.) to guest accounts. Collect payment for services rendered. Inspect VIP guest’s rooms and deliver gifts and requested items prior to guest arrival. Review and update logs and document in appropriate computer systems.
Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; verify uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. 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 25 pounds without assistance. Perform other reasonable job duties as requested.
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.