Guest Experience Expert

Faire carrière dans l'hôtellerie-restauration est plus qu'un simple travail, c'est l'aventure d'une vie. Vous aimez le secteur de l'hôtellerie-restauration? iQuesta.com vous présente les offres de son partenaire Hosco.

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.

Le Dorothea, un hôtel de luxe qui sublime l'héritage hongrois. Surplombant la ville, Dorothea Hotel, Budapest, Autograph Collection est à environ 25 minutes de marche de la Tombe de Gul Baba à Budapest. Les invités profiteront d'une piscine chauffée, tout en séjournant dans l'hotel 5 étoiles sans fumée non loin le Danube.

Guest Experience Expert

Guest Relations

Greet every guest warmly using their name when possible (smile, eye contact, friendly tone).
Actively listen and respond to guest questions, concerns, and requests with professionalism.
Anticipate guest needs and personalize service based on observed preferences.
Engage guests in conversation about their stay, hotel offerings, local attractions, and services.
Provide accurate, enthusiastic local recommendations.
Assist colleagues to maintain efficient service coverage.
Deliver genuine appreciation at departure and ensure fond farewells.
Perform additional tasks as reasonably assigned.

Guest Services

Arrange guest transportation (taxi, shuttle, etc.) and manage advance requests.
Coordinate with relevant departments (Front Desk, Housekeeping, Engineering, Security) to resolve guest issues promptly.
Follow up to ensure guest satisfaction after service requests.
Manage and troubleshoot public-area technology (TVs, computers, internet access, etc.), referring issues when needed.

VIP & Concierge Support

Maintain strong knowledge of hotel amenities, local events, and area highlights.
Handle special guest requests (e.g., reservations, childcare, dry cleaning, entertainment, shopping).
Coordinate services through internal teams or appropriate external providers.

Check‑In & Check‑Out Operations

Complete all check‑ins and check‑outs accurately using PMS systems (OPERA, FOSSE, Fidelio, etc.).
Verify identity, secure proper payment, assign rooms, and issue keys per policy.
Process express check-outs, resolve billing concerns, and encourage guest feedback.
Track room-status changes and coordinate with Housekeeping.
Handle walk‑in reservations based on availability.
Review and adjust guest billing as necessary.

Cash Handling

Process all forms of payment: cash, cards, checks, vouchers, adjustments, and corrections.
Start and end each shift by counting and securing the cashier bank.
Follow all Marriott cash-handling SOPs, including dual‑signature procedures, witnessed drops, reconciliation, and variance reports.
Adhere to CSAT, Lite‑Audit, and ISRA requirements.
Complete end‑of‑shift Front Desk or F&B cashier procedures.

Reports & Recordkeeping

Run and review daily arrival/departure reports and identify special requests.
Complete credit card authorization checks and resolve discrepancies.
Document key information in shift logs and memo books.
Maintain contingency guest lists for emergencies.

Communications

Speak to guests and colleagues clearly and professionally.
Provide guidance on internet access and other technology.
Answer calls using proper etiquette (within 3 rings, polite tone, caller’s name, correct transfers, appropriate hold procedures).
Assist coworkers to ensure clarity and efficiency in operations.

Working with Others

Build positive, respectful relationships with all colleagues and departments.
Support coworkers in their tasks and assist as needed.
Handle sensitive guest situations with diplomacy, confidentiality, and empathy.

Policies & Procedures

Maintain clean, professional uniform and appearance.
Follow all company and departmental policies.
Protect company property, tools, and assets.
Ensure guest and coworker privacy and security.
Perform additional duties as required by supervisors.

Quality Assurance

Follow all quality standards and contribute to continuous service improvement.

Safety & Security

Follow property procedures for emergencies (evacuations, medical, natural disasters).
Stay alert to suspicious activity or unauthorized individuals.
Report all accidents or injuries immediately.
Identify unsafe conditions or practices and escalate when necessary.

Env 1.200 € per month
We offer a shared flat with private individual rooms.

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