Description of Responsibilities.

Operational Activities

• Ensure compliance with strategies designed to achieve guest satisfaction KPIs.
• Make proactive suggestions to improve the guest experience based on knowledge about different cultures.
• Know and comply with the standards established by Marriott, as well as the type of memberships existing in the Marriott Bonvoy program.
• Master all SOPs and policies related to the Guest Service department.
• Collaborate with Front Desk to offer personalized check-in to VIP guests, groups, and frequent customers.
• Facilitate reservations for restaurants, experiences, and activities aligned with guest expectations.
• Coordinate with Food and Beverage and Housekeeper to ensure the correct delivery of personalized amenities and services.
• Collect guest experience information from complaint and suggestion programs, as well as social media, to implement targeted improvements.
• Follow up on incidents and requirements presented by guests, proposing options for updating or modifying processes to optimize their experience.
• Organize themed dinners and special events in collaboration with the Food & Beverage team to strengthen the guest's cultural experience.

Guest Satisfaction & Quality Control

• Analyze guest comments and feedback to identify areas of opportunity and unmet expectations.
• Design and implement action plans together with the team to improve guest perception and experience.
• Review incidents detected in service audits and proposed specific solutions to improve satisfaction.
• Attend to guest complaints and requests in a specialized manner, ensuring their total satisfaction.