Lobby Ambassador (Intern - Female Only)

Description JOB SUMMARY Engage hotel guests to enhance the service experience through activation of all outlet services within the lobby area (e.g., Restaurant & Bar, Front Desk, Business Center, Lounge, etc.). Respond to guest requests for special arrangements or services (e.g., transportation reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide local area knowledge to inform guests about the property and surrounding area amenities, including special events and activities. Contact appropriate departments (e.g., Bellperson, Housekeeping, Food & Beverage) as necessary to resolve guest requests or problems. Report accidents, injuries, and unsafe work conditions to the manager; complete safety training and certifications. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Communicate clearly and professionally, prepare and review written documents accurately, and answer telephones appropriately. Develop and maintain positive relationships with others, support team efforts, and respond to employee concerns. Comply with quality assurance standards. Stand, sit, or walk for extended periods, and perform physical tasks such as lifting objects up to 10 pounds. Perform other reasonable duties as requested. Core Work Activities Follow all company policies and procedures. Ensure full compliance with audit requirements, including ISRA and CSAT. Greet/Escort Guests Provide guests with directions and information about amenities, services, hours, and local attractions. Identify and explain room features, such as use of room key, minibar, in-room safe, etc. Guest Services Ensure proper coverage and execution in all lobby zones. Coordinate with departments to resolve guest requests or problems. Follow up to ensure guest satisfaction. Arrange transportation and record requests. Know Food & Beverage menu and standards, operate POS systems, and deliver food & beverage. Deliver packages, perform basic technology troubleshooting, and utilize demographic data for guest engagement. Respond to special requests (e.g., spa, transportation, entertainment). Assist with check-ins and manage pre-arrival planning. Manage the Elite Arrival Experience with the Rooms Controller. Guest Relations Respond positively to guest questions and concerns, using brand-specific processes. Address service needs professionally and promptly. Greet guests warmly, thank them, and farewell sincerely. Anticipate and act on guest preferences. Assist guests with disabilities respectfully. Engage guests about their stay and local attractions. Communication Use clear, professional language with guests and coworkers. Answer phones courteously, transfer calls appropriately, and take messages. Discuss work-related topics discreetly. Assists Management Serve as a role model and mentor, motivate team members, and coordinate tasks across departments. Working with Others Listen and respond to colleagues' concerns, support teamwork, and handle sensitive issues with tact. Quality Assurance/Quality Improvement Adhere to quality expectations and standards. Physical Tasks Perform duties involving standing, sitting, walking, and lifting objects up to 10 pounds. Safety and Security Report incidents immediately, follow safety policies, and handle emergencies according to procedures. Policies and Procedures Protect guest and coworker privacy, maintain professional appearance, and ensure confidentiality. Marriott International is an equal opportunity employer committed to diversity and inclusion, nondiscrimination on any protected basis such as disability and veteran status, or any other applicable law. Required Experience: Intern #J-18808-Ljbffr