Guest Liaison Coordinator

POSITION SUMMARY

To ensure the professional and effective running of the day to day rooms administrative operations in accordance with all luxury collection service standards and in line with Marriott Hotels and Resorts Policies and Procedures. To provide personalized services and direct coordinating of all aspects of the guests stay at the resort, through the co-ordination of the other operations unit. To act as the primary link between the guests and the operations, being responsible for ensuring delivery of the resorts services to visitors and guests. To maintain accurate procedures for guest “reception”, check-in and pre-arrival formalities, and arrange daily activities in line with the resorts services and functionality.  

• A Full Time position based at Al Maha Desert Resort and Spa, The Luxury Collection.  
• Number of Direct Reports - 2
• Titles of Direct Reports – 2

Experience:  

• At least 2 years working experience in a position relevant to the Front Office procedures from 5* hotels and resorts. Experience in working in remote locations is a strong asset.

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)   

•  High school diploma or higher.

The following are specific responsibilities and contributions critical to the successful performance of the position:  
 

• Assist front office leaders to co-ordinate all activities, operations and running of Guest Services Center- whilst actively displaying a proactive team work.
• Together with direct report, take a leading role in positively representing the company with guest through reinforcing a customer focused approach to hotel operations at all times and harnessing Guest Satisfaction Survey (GSS) data is a tool measure success.
• Activity drive Marriott Internatinal programme and ensure daily, monthly, and yearly target is being met.
• Run and review pre-arrival, GPS reports and ensure to keep a steady communication platform in the system for all arriving guests.
• Manage all GXP functionalities and processes and ensure a full usage of the same by all direct reports.
• As a pre-arrival communication Ambassador ensure all guest are engaged prior to arrival to resort and all other departments aware of any special occasion/ preferences communicated by the guests.
• Ensure quality of data is maintained within the property management system enabling accurate guest’s history and preferences.
• Ensure that all written guest feedback concerning Front Office/ Rooms is responded to within 48 hours of receipt.
• Ensure effective channels of communication are in place maximizing the opportunities of distributing the information available and encouraging ideas and participation from tea. (GXP CHAT SOP) member, through monthly team briefing, daily morning meeting and daily operations meeting. 
• Supply and co-coordinating effective training to AYS team to carry duties as required. Ensure training profiles are in place and kept to date.
• Participate as a member of the Hotel Fire and Emergency Team as required.

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.