**Additional Information**
**Job Number** 26126359
**Job Category** Rooms & Guest Services Operations
**Location** Denarau Island South, P.O. Box 9081, Nadi, Fiji
VIEW ON MAP (https://www.google.com/maps?q=Denarau%20Island%20South%2C%20P.O.%20Box%209081%2C%20Nadi%2C%20Fiji)
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Non-Management
**POSITION SUMMARY**
The **Resort Experience Executive** (Mandarin or Vietnamese Speaking) goes beyond transactional check-ins and check-outs to curate memorable, highly personalized stay experiences. Focusing heavily on the pre-arrival stage of the guest journey, this role serves as the primary host and ambassador for Mandarin- and Vietnamese-speaking clientele. Empowered to move fluidly across resort touchpoints, the Executive proactively anticipates guest needs—handling operational workflows, managing VIP arrival prep, resolving inquiries, and sharing local highlights. Fluent in Mandarin or Vietnamese, and English, the ideal candidate combines cultural agility with a hands-on approach to ensure quality, safety, and brand excellence at every turn.
**Guest Relations**
+ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
+ Address guests' service needs in a professional, positive, and timely manner.
+ Anticipate guests' service needs, including asking questions of guests during the pre-arrival process to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
+ Assist other employees to ensure proper coverage and prompt guest service.
+ Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate. This will be actioned during the pre-arrival process.
+ Thank guests with genuine appreciation and provide a fond farewell.
+ Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
+ Communicate recommendations in a way that builds excitement and interest among guests and associates.
+ Perform other reasonable duties as requested.
**Team Management**
+ Assist the Director of Resort Experience lead and manage the Resort Experience team daily
+ Create rosters for the Resort Experience team
+ Assist the Director of Resort Experience to develop SOP’s
**Communications**
+ Provide assistance to coworkers, ensuring they understand their tasks.
+ Speak to guests and co-workers using clear, appropriate and professional language
+ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
**Guest Services**
+ Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
+ Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
**Our Benefits:** ** **
+ Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
+ Grow, develop, and progress with internationally recognized training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
+ Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program
+ Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness
**About You: **
+ Diploma or certificate in Hospitality Management, Tourism, Business Administration, or a related field (Bachelor’s degree preferred).
+ Training or certification in customer service, leadership, or front office operations is an advantage.
+ Knowledge of hotel reservation systems/PMS (e.g., Opera) and basic office software.
+ Relevant experience in a similar supervisory role
+ Strong communication, problem‑solving, and guest‑service skills.
+ Enthusiastic to escalate your career
+ Self-motivated, driven and energized in a fast-paced environment
+ Armed with smart solutions and a can-do attitude
+ **Eligible for individuals with working rights in Fiji. **
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.