• Handle guest enquiries/complaints/compliments at Guest Experience (GXP) Centre.
• Ensure all calls are answered within stipulated time.
• Ensure all chat responses (verbal and online) are in accordance to the KPI set by Marriott International.
• Ensure all cases in GXP are closed in accordance to Brand standards.
• Ensure all requests are logged in GXP and follow-up accordingly.
• Ensure all room ready notifications meet the KPIs set by Marriott International.
• Ensure Mobile Key compliance and door validation testing are in compliance with Brand standards.
