Guest Arrival Expert - African Pride Melrose Arch, Autograph Collection
POSITION SUMMARY
The Guest Arrival Expert/Bellmen plays a vital role in creating a welcoming first impression and ensuring seamless guest experiences. This position is responsible for greeting guests in the property’s brand voice, assisting with luggage, valet parking, and rooming services, while also providing information on amenities, services, and local attractions. The role includes arranging transportation, communicating parking procedures, and following up to ensure guest satisfaction.
The Guest Arrival Expert/Bellmen are also expected to actively promote and assist with Marriott Bonvoy enrollments, reinforcing guest loyalty and engagement. The Guest Arrival Expert/Bellmen are expected to maintain professional appearance and conduct, uphold safety and confidentiality standards, and collaborate effectively with colleagues. Physical agility and strength are required to handle luggage and respond promptly to guest needs, while clear communication and genuine appreciation reinforce the property’s commitment to exceptional hospitality. Perform other reasonable tasks as requested by supervisors to support guest satisfaction and operational excellence
CRITICAL COMPETENCIES
Safety and Security
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
- Maintain awareness of suspicious persons on property premises.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Follow company and department policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
Guest Relations
- Address guests' service needs in a professional, positive, and timely manner.
- Assist other employees to ensure proper coverage and prompt guest service.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Thank guests with genuine appreciation and provide a fond farewell.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Communication
- Talk with and listen to other employees to effectively exchange information.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Working with Others
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Physical Tasks
- Read and visually verify information in a variety of formats (e.g., small print).
- Move at a speed required to respond to work situations (e.g., run, walk, jog).
- 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 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.
- Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
- Move over sloping, uneven, or slippery surfaces.
- Move up and down stairs and/or service ramps.
- Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
- Assist with Valet duties; parking vehicles on behalf of guests, retrieving vehicles from parking timeously, ensuring valet services are charged accordingly.
- Prepare Welcome station daily and maintain throughout shift.
- Ensure presence in Lobby area throughout shift and ensure area is clean and well maintained.
Greet/Escort Guests
- Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
- Open doors and assist guests/residents/visitors entering and leaving property.
- Assist with group luggage requirements (e.g., luggage pull, storage, drops).
CRITICAL TASKS
Interpersonal Skills
- Customer Service Orientation
- Team Work
- Interpersonal Skills
- Diversity Relations
Communications
- Communication
- Listening
- English Language Proficiency
Personal Attributes
- Dependability
- Presentation
- Positive Demeanor
- Initiative
- Safety Orientation
- Adaptability/Flexibility
- Integrity
Organization
- Detail Orientation
- Multi-Tasking
Physical Abilities
- Proper Lifting Techniques
- Physical Strength
Drivers Licence
PREFERED QUALIFICATION
Education High school diploma/G.E.D. equivalent
Related Work Experience At least 1 year of related work experience
Supervisory Experience Less than 1-year supervisory experience
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
