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Position Summary

The Guest Experience Specialist serves as a key ambassador of the hotel and plays an essential role in shaping each guest's experience. As one of the first and last points of contact during a guest's stay, this position is responsible for delivering personalized service, building meaningful connections, and ensuring every interaction reflects the hospitality, professionalism, and individualized service that define the Autograph Collection experience.

Essential Duties and Responsibilities

• Provide exceptional service throughout every stage of the guest journey, including check-in and check-out
• Assist guests with reservations, billing inquiries, and account updates in a professional and timely manner
• Recognize and engage Marriott Bonvoy Elite Members to enhance guest loyalty and satisfaction
• Respond promptly and effectively to guest requests, concerns, and service recovery situations
• Anticipate guest needs and create memorable experiences that encourage repeat visits
• Maintain accurate reservation, payment, and guest information in hotel systems
• Communicate and collaborate effectively with Housekeeping, Engineering, Food & Beverage, and other operational departments
• Support the overall efficiency and smooth operation of the hotel's front office and guest services functions
• Remain composed under pressure and adapt to changing priorities in a fast-paced environment
• Perform additional duties as assigned to support hotel operations and guest satisfaction

Qualifications

• Previous customer service experience required; hospitality or hotel experience strongly preferred
• Strong verbal and written communication skills
• Basic computer proficiency and the ability to learn hotel systems
• Ability to work effectively in a collaborative, service-focused environment
• Strong problem-solving skills and sound judgment when handling guest concerns.
• Professional demeanor, accountability, and attention to detail
• Ability to multitask, stay organized, and thrive in a dynamic hospitality environment.
• Positive attitude and commitment to teamwork and exceptional service
• Availability to work flexible schedules, including weekends, evenings, holidays, and extended hours as business demands require
• Ability to stand and move throughout the shift while maintaining a high level of guest engagement and service
• Experience with Marriott systems, loyalty programs, or front office operations is a plus, but not required for candidates with a strong service mindset and willingness to learn

Work Environment and Physical Requirements

• Ability to stand, walk, and move throughout the shift
• Ability to maintain a high level of guest interaction and service in a fast-paced environment
• Flexibility to work varying schedules based on operational needs

Why Join Merriweather Lakehouse?

Merriweather Lakehouse offers the opportunity to build a rewarding hospitality career with Marriott International while working in a distinctive Autograph Collection hotel known for its connection to the local community, live entertainment, and memorable guest experiences.

Background screening is required for this position. You will receive a message requesting authorization.