Guest Relations Agent

Job Description

Job Description

POSITION OVERVIEW:
The Guest Relations Agent will provide hotel support and services in accordance with Marriott’s Core Ambitions, Purpose, Brand Identity, Values, and Sprit to Serve.


The Guest Relations Agent together with the front desk takes responsibility for all aspects of the Guest Recognition operations. Be pro-active, creative and results driven. The Guest Relations Agent is responsible for, but not limited to, the overall guest experience from arrival to departure.

RESPONSIBILITIES:

• Maintain clear communication between all departments within the hotel to ensure consistency, transparency, and unity.
• Assist and maintain all guest requests, comments, and concerns in a courteous and efficient manner.
• Conduct all day-to-day operations duties as directed.
• Work at the front desk, compelte assigned duties, arrivals and departures
• Ability to step in and assist fellow associates as directed or necessary to ensure a smooth operation.
• Attend all daily, monthly, and yearly trainings and meetings as directed.
• Uphold and enforce all hotel policies and procedures as stated in handbook.
• Ability to support and collaborate with all departments within the hotel to ensure unity and high standards.
• Genuinely creating the Marriott Experience through coordination with various departments in personalizing guests' visit. Pre-arrival preparation.
• Responsible for maintaining the highest quality database relating to guest history and implementing guest recognition programs in line with Marriott guidelines.
• Profile building and management.
• Responsible for ensuring a very clear and open, positive communication between Front Office and Housekeeping department.
• Develops new ideas for amenity program and gifting program.
• Responsible for a seamless execution of amenity delivery, welcome experience, pampering guests throughout their stay, and providing guests with a warm farewell.
• Meets and greets guests.
• Must have excellent communication skills, verbal and written. Answering to Guest Satisfaction correspondence.
• Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction through reviewing guest opportunity/GSS reports.
• Communicate and follow up with each department to ensure they are in good standing and always performing to the highest of quality of standards.
• Responsible for achieving and maintaining high guest retention ratio.
• Monitor correct handling of all guests' requests.
• Assist with the Front of House operation as needed.

Benefits:

• 401(k).
• Dental insurance.
• Employee discount with Marriott brands.
• Health insurance.
• Paid time off.
• Vision insurance.

E.O.E.