Club Member Experience

Marriott•Cleveland, OH

9d•Onsite

About The Position

The Club Member Experience role focuses on assisting members and guests throughout their entire visit, from pre-arrival to departure. This involves managing the pre-arrival process, check-in, member activities, resolving issues, and facilitating check-out. Key responsibilities include conducting pre-calls, arranging services like grocery and amenity orders, and logging member preferences. The role also encompasses Front Office duties such as check-in/check-out, preparing arrival and departure documents, processing billing, and handling administrative tasks. Additionally, the position involves responding to member and guest requests for information, special arrangements, and services, including transportation and reservations. It requires addressing unique member needs, gathering and providing information about the property and local amenities, and managing all incoming calls and messages. The role also supports Bell/valet services and performs Lobby Ambassador tasks. A critical aspect is maintaining safety standards, adhering to company policies, and ensuring a professional appearance and demeanor. The role requires developing positive working relationships and contributing to team goals. Physical requirements include standing, sitting, or walking for extended periods and lifting objects up to 10 pounds.

Requirements

At least 1 year of related work experience.

Nice To Haves

High school diploma or G.E.D. equivalent.
No supervisory experience.
None

Responsibilities

Assist members and guests with the pre-arrival process, arrival/check-in, member activities/experiences, problem resolution and member departure/check-out.
Conduct pre-calls to arriving members, make pre-arrival arrangements, grocery orders, amenity orders, and handle any other member arrival requests.
Review and log preferences/traces in computer system.
Contact members for pre-departure calls.
Handle Front Office duties, including check-in/check-out, prepare arrival packets and departure folios, perform audit checklists, prepare and distribute welcome packages, process billing and perform administrative duties.
Respond to requests for visitor information, special arrangements, activities or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
Respond to special requests from members/guests with unique needs and follow up to promote satisfaction.
Gather, summarize, and provide information about the property and the surrounding area amenities, including special events and activities.
Answer, record, and process all calls, messages, requests, questions, or concerns.
Contact appropriate individual or department (e.g., Engineer, Bellperson, Housekeeping) as necessary to resolve call, request, or problem.
Understand and assist with reservation services.
Assist with Bell/valet services for owners when requesting their vehicles.
Perform Lobby Ambassador tasks.
Review shift logs/daily memo books and document pertinent information in computer system and logbooks.
Report any incidents, accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
Follow all company policies and procedures, ensure uniform and personal appearances are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
Welcome and acknowledge all members and guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank others with genuine appreciation.
Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
Comply with quality assurance expectations and standards.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested.