Astronomer Marriott International

Key Responsibilities

• Deliver bespoke stargazing experiences, including private telescope sessions, guided night sky tours, and VIP astronomy events
• Design and host high-end, engaging astronomy presentations tailored to luxury guests
• Operate, calibrate, and maintain advanced telescopes and observational equipment
• Interpret and present celestial phenomena (e.g., constellations, planets, meteor showers) in a captivating and accessible manner
• Collaborate with sustainability and conservation teams to promote dark-sky initiatives and minimize light pollution across the island
• Integrate astronomy experiences with the resort s wellness, dining, and cultural offerings (e.g., stargazing dinners, night safaris)
• Monitor weather and astronomical conditions to optimize guest experiences
• Train guest experience teams on basic astronomy knowledge to enhance service delivery
• Contribute to exclusive content creation (guest materials, digital content, event concepts)
• Ensure all activities meet the highest standards of safety, luxury service, and environmental responsibility

Leading Efforts to Reduce Guest Issues

Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction.

Communicates trends in data to resort leaders.

Develops and maintains action plans for addressing trends in guest/customer relations issues and assists in monitoring the progress of various departments.

Actively participates in resort initiatives to reduce guest problems and drives improved problem resolution.

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Reviews all Guest Compensation awarded and works to mitigate financial exposure to the COA and the organization.

Engages all departments in resort operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Owners and Guests.

Ensuring and Providing Exceptional Customer Service

Improves service by communicating with and assisting associates to understand guest needs, and by providing guidance, feedback, and individual coaching when needed.

Acts as the Service Champion for the resort and seeks out opportunities to enhance the guest experience in all areas of the resort.

Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere.

Strives to improve service performance in all departments.

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Responds to and handles guest problems and complaints.

Observes service behaviors of employees and provides feedback to individuals and/or managers.

Key Competencies

• Luxury guest engagement and service excellence
• Storytelling and experiential design
• Attention to detail and personalization
• Cultural awareness and adaptability
• Passion for sustainability and conservation