Experience Specialist
At Dolphin Hotels, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Dolphin, together we can rise.
Job Summary
The Marriott Experience Specialist is dedicated to enhancing the overall guest experience through personalized service and attention to detail. This role involves engaging with guests before, during, and after their stay to ensure their needs are met and expectations are exceeded.
Key Responsibilities:
Guest Engagement
- Welcome guests with a genuine and friendly demeanor, providing a warm introduction to the hotel and its amenities.
- Conduct pre-arrival calls or emails to gather guest preferences and ensure readiness for their stay.
Personalized Service
- Anticipate guest needs and preferences, offering tailored recommendations for dining, activities, and hotel services.
- Follow up with guests during their stay to check on their satisfaction and address any concerns promptly.
Problem Resolution
- Handle guest complaints and issues with professionalism, striving for swift resolution to enhance guest satisfaction.
- Collaborate with various departments to ensure guest requests are met efficiently.
Communication and Coordination
- Liaise with housekeeping, maintenance, and food and beverage teams to coordinate services and fulfill guest requests.
- Maintain detailed records of guest interactions, preferences, and feedback in the hotel management system.
Event and Special Occasions
- Assist in planning and executing special events or celebrations for guests, ensuring a memorable experience.
- Promote and provide information on hotel packages, loyalty programs, and upcoming events to enhance guest engagement.
Qualifications and Physical Requirements:
- High school diploma or equivalent required; prior experience in hospitality or customer service is preferred.
- Outstanding interpersonal and communication skills.
- Strong organizational and multitasking abilities.
- Proficient in hotel management software and Microsoft Office Suite.
- Ability to stand or walk for extended periods.
- Must be able to lift and carry up to 25 pounds
- Ability to navigate throughout the hotel to assist guests and staff as necessary.
- Flexible schedule, including availability on weekends and holidays, may be required.
Skills Required
- High school diploma or equivalent
- Outstanding interpersonal and communication skills
- Strong organizational and multitasking abilities
- Proficiency in hotel management software and Microsoft Office Suite
- Ability to stand or walk for extended periods
- Ability to lift and carry up to 25 pounds
- Ability to navigate throughout the hotel to assist guests and staff
- Flexible schedule, including weekends and holidays
- Prior hospitality or customer service experience
What We Do
Dolphin Hotel Management is a Newport Beach, California-based hotel management company focused on managing hotels in urban and unique locations. The company specializes in hotel and restaurant management, project management, and commercial strategies, providing expert oversight to ensure operational success and strategic growth for properties situated in diverse urban environments.
