Hotel Guest Relations Ambassador

The Twelve Hotel, Marriott Autograph Collection
Guest Experience & Marriott Bonvoy Enrollment Specialist

Position Summary

The Hotel Guest Relations Ambassador serves as a highly visible representative of The Twelve Hotel, responsible for creating memorable guest experiences while promoting and increasing enrollment in the Marriott Bonvoy loyalty program. This role engages guests throughout their stay, providing personalized service, anticipating needs, resolving concerns, and building meaningful connections that enhance satisfaction, encourage repeat visits, and strengthen brand loyalty.

The ideal candidate is outgoing, hospitality-focused, and passionate about delivering exceptional service while achieving membership enrollment goals.

Key Responsibilities

Guest Experience Enhancement

• Proactively engage with guests in public areas, including the lobby, restaurant, lounges, meeting spaces, and other hotel venues.
• Welcome arriving guests and provide personalized recommendations regarding hotel amenities, dining options, local attractions, and services.
• Build rapport with guests to understand their preferences and identify opportunities to enhance their stay.
• Conduct guest experience touchpoints throughout the guest journey, including arrival, during-stay interactions, and departure.
• Address guest concerns promptly and coordinate with hotel departments to ensure timely resolution.
• Recognize special occasions, VIP guests, and returning guests to create memorable experiences.
• Gather guest feedback and communicate insights to hotel leadership to support continuous improvement initiatives.

Marriott Bonvoy Membership Enrollment

• Serve as a knowledgeable ambassador for the Marriott Bonvoy loyalty program.
• Educate guests on the benefits, rewards, and exclusive experiences available through Marriott Bonvoy membership.
• Identify enrollment opportunities through natural guest interactions.
• Assist guests with on-the-spot Bonvoy membership registration and account activation.
• Promote current loyalty program offers, promotions, and member-exclusive benefits.
• Maintain and exceed established membership enrollment goals and performance metrics.
• Collaborate with Front Office and Reservations teams to maximize membership participation.

Brand Representation

• Represent The Twelve Hotel and the Marriott Autograph Collection brand with professionalism, enthusiasm, and authenticity.
• Maintain a polished and welcoming presence in all guest-facing areas.
• Act as a liaison between guests and hotel departments to ensure seamless service delivery.
• Support special events, VIP arrivals, group programs, and hotel activations as needed.

Qualifications

Required

• High school diploma or equivalent.
• Minimum of 1 year of customer service, hospitality, sales, retail, or guest relations experience.
• Excellent interpersonal and communication skills.
• Strong ability to engage and connect with diverse guests and visitors.
• Professional appearance and demeanor.
• Ability to work flexible schedules, including evenings, weekends, and holidays.
• Comfortable meeting performance goals and enrollment targets.

Preferred

• Previous hotel, resort, or luxury hospitality experience.
• Hospitality Studies
• Knowledge of Marriott Bonvoy or other loyalty programs.
• Experience in membership sales, guest engagement, promotions, or customer acquisition.
• Multilingual skills are a plus.

Success Factors

Successful candidates will demonstrate:

• Exceptional hospitality and guest service instincts.
• Confidence initiating conversations with guests.
• Strong relationship-building and networking abilities.
• Positive energy and enthusiasm.
• Results-oriented mindset with a focus on guest satisfaction and membership growth.
• Ability to multitask in a fast-paced hospitality environment.
• Strong problem-solving and conflict-resolution skills.

Performance Metrics

• Marriott Bonvoy enrollment conversions and monthly membership goals.
• Guest satisfaction scores and feedback.
• Positive guest recognition and reviews.
• Service recovery effectiveness.
• Engagement activity participation and completion.

What We Offer

• Competitive compensation.
• Marriott travel and hotel discounts.
• Career growth opportunities within Marriott International and the Autograph Collection portfolio.
• Comprehensive training and development programs.
• Dynamic and guest-focused work environment.

Our Mission

At The Twelve Hotel by Marriott Autograph Collection, we believe every guest interaction is an opportunity to create a lasting impression. As a Guest Relations Ambassador, you will play a critical role in elevating the guest experience while helping guests unlock the benefits of Marriott Bonvoy, creating stronger connections to our hotel and the Marriott brand.