Arrival Concierge (Cancún)

Overview

The function of the arrival ambassador (AA) is to greet all arriving resort guests prior to registration in order to establish contact and start the relationship between the concierge/VSC and guest. The AA will act as the first measure to increase and maintain acceptable levels of guest penetration as well as leveraging the overall guest experience within the resort. They may also act as a “Lead Generation Agent” by attracting resort guests to approach and interact with Vacation Services Coordinators concerning various information they may require.

Responsibilities

• Greet all arriving guests and direct them to the reception area.
• Provide guests with an amenity such as a moist/cool towel or welcome drink.
• Escort guests from the reception area and introduce them to the Concierge/VSC staff.
• Deliver guests to the bell staff or escort them to their room.
• Carry out all reasonable requests to achieve the highest levels of guest penetration.
• Act as a lead generation agent, attracting guests to the concierge desk and staff.
• Support event activities within the resort, assisting and attracting clients to the Concierge/VSC.
• Promote resort events and activities, directing guests to find out more information at the concierge desk.
• Perform more complex quantitative and qualitative analyses for business processes and/or projects, often managing small projects or parts of larger ones.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 20kg without assistance.
• Respond to, solve, and make decisions on more complex or non‑routine business requests with limited to moderate risk.
• Take responsibility for own work and contribute to team, department, or business results; may direct work of non‑management staff.
• Assist senior associates in achieving business results and demonstrate awareness of personal strengths for continuous improvement.
• Perform other duties as appropriate.

Qualifications

• High School Diploma required (College degree and/or relevant experience typically required).
• Minimum of one (1) year of experience in customer service, sales, or marketing.
• Bilingual – fluent in English and Spanish.
• Demonstrated ability to deliver high levels of customer service in all situations.
• Ability to build and develop strong work and guest relationships.
• Excellent written and verbal communication skills, with accurate preparation and review of written documents.
• Ability to develop and maintain positive working relationships, support team goals, and respond appropriately to others’ concerns.
• Physical capability to stand, sit, or walk for extended periods, climb stairs, and move, lift, carry, push, pull, and place objects weighing less than or equal to 35lb without assistance.
• Availability to work a versatile schedule, including evenings, weekends, and holidays.
• Perform other reasonable job duties as requested by supervisors.

Competencies

• Job‑specific computer skills – using hardware and software specific to the role (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).
• Mathematical reasoning – ability to add, subtract, multiply, or divide quickly and correctly to solve work‑related issues.
• Reading comprehension – understanding written sentences and paragraphs in work‑related documents.
• Writing – communicating effectively in writing appropriate to the target audience.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.