Guest Experience Expert ( Saudi Nationality Only )

Position Overview

Marriott International, Inc., a global leader in hospitality excellence, is seeking a highly motivated and customer-centric Guest Experience Expert to join our dynamic team in Riyadh, Saudi Arabia. This role is exclusively open to candidates of Saudi nationality and offers an exceptional opportunity to contribute to the success of one of the world’s most renowned hotel brands. As a Guest Experience Expert, you will play a pivotal role in ensuring that every guest interaction exceeds expectations, fostering a culture of warmth, efficiency, and personalized service. Your expertise will be instrumental in elevating the guest experience to new heights, aligning with Marriott’s commitment to creating unforgettable moments for our valued clientele.

Key Responsibilities

• Guest-Centric Service Delivery: Act as the primary point of contact for guests, addressing inquiries, resolving concerns, and anticipating needs with a proactive and solution-oriented approach. Ensure seamless service delivery across all touchpoints, from check-in to check-out, to create a seamless and memorable stay.
• Personalized Guest Engagement: Leverage your exceptional interpersonal skills to build rapport with guests, tailoring experiences to their preferences and cultural sensitivities. Utilize Marriott’s proprietary systems and tools to customize services and exceed guest expectations.
• Problem Resolution & Escalation Management: Handle guest complaints and service issues with professionalism and discretion, ensuring timely resolution to maintain guest satisfaction. Collaborate with cross-functional teams to address systemic challenges and implement preventive measures.
• Service Excellence Standards: Uphold and promote Marriott’s rigorous service standards, including the company’s core values of integrity, respect, and hospitality. Conduct regular audits to ensure compliance with brand guidelines and operational protocols.
• Team Collaboration & Leadership: Work closely with frontline staff, supervisors, and management to foster a cohesive and high-performing team environment. Mentor colleagues to enhance their guest service skills and contribute to continuous improvement initiatives.
• Feedback & Continuous Improvement: Collect and analyze guest feedback to identify trends, opportunities for enhancement, and areas of excellence. Provide actionable insights to leadership to drive strategic improvements in guest experience initiatives.
• Cultural & Local Insight: Demonstrate a deep understanding of Saudi cultural norms and local preferences to ensure that guest interactions are culturally appropriate and respectful. Act as a cultural ambassador for Marriott International in the region.

Qualifications & Skills

• Education & Experience: Bachelor’s degree in Hospitality Management, Business Administration, or a related field, or equivalent professional experience. Minimum of 3 years of experience in guest service, hospitality, or a customer-facing role within the hospitality industry.
• Language Proficiency: Fluency in both Arabic and English is mandatory. Additional languages, particularly regional dialects, are highly desirable.
• Technical Competencies: Proficiency in hotel management software, CRM systems, and Microsoft Office Suite. Familiarity with Marriott’s property management systems is a plus.
• Soft Skills: Exceptional communication, active listening, and conflict resolution skills. Ability to remain calm under pressure and handle high-stress situations with grace and professionalism.
• Cultural Awareness: Strong understanding of Saudi customs, traditions, and etiquette. Commitment to delivering service that aligns with local values and expectations.
• Personal Attributes: Warm, approachable, and empathetic demeanor. Strong problem-solving abilities and a passion for delivering outstanding guest experiences.

Why Join Marriott International?

As a Guest Experience Expert at Marriott International, you will be part of a global network of hospitality professionals dedicated to creating exceptional guest experiences. You will benefit from comprehensive training programs, career development opportunities, and a supportive work environment that values diversity and inclusion. Marriott offers competitive compensation packages, including health benefits, retirement plans, and opportunities for professional growth within one of the most recognized brands in the industry. This role is not just a job—it’s a chance to make a lasting impact on the lives of guests and contribute to the success of a world-class organization.