Guest Relations Agent

Marriott•Key Biscayne, FL

About The Position

The Guest Relations Agent provides guests with directions and information about property amenities, services, operating hours, and local points of interest. The role coordinates with relevant departments to resolve guest requests and problems, follows up to confirm guest satisfaction, accurately handles messages, responds to guests with unique needs, and communicates VIP arrivals to designated personnel for escort and amenity delivery. The position requires following company policies and procedures, reporting accidents and unsafe conditions, maintaining a clean and professional appearance, protecting confidential information and company assets, and delivering courteous service according to company standards. The agent communicates professionally, builds positive working relationships, supports team goals, meets quality assurance standards, and may recommend ideas or processes to improve efficiency, productivity, quality, safety, or cost savings. Other reasonable duties may be assigned by supervisors.

Requirements

High school diploma or G.E.D. equivalent is listed as a preferred qualification.
No related work experience is required.
No supervisory experience is required.
No license or certification is required.
Ability to stand, sit, or walk for an extended period or an entire work shift.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Nice To Haves

High school diploma or G.E.D. equivalent.

Responsibilities

Provide guests with directions and information about property amenities, services, hours of operation, and local areas of interest and activities.
Contact appropriate individuals or departments to resolve guest calls, requests, or problems.
Follow up with guests to ensure requests or problems have been addressed to their satisfaction.
Receive, record, and relay messages accurately, completely, and legibly.
Respond to special requests from guests with unique needs.
Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
Follow company policies and procedures and report accidents, injuries, and unsafe work conditions to a manager.
Maintain a clean and professional uniform and personal appearance, protect confidential information, and safeguard company assets.
Welcome and acknowledge guests according to company standards, anticipate and address service needs, and thank guests with genuine appreciation.
Communicate clearly and professionally, including answering telephones using appropriate etiquette.
Develop positive working relationships and support the team in reaching common goals.
Comply with quality assurance expectations and standards.
Identify and recommend ideas, technologies, or processes that may improve organizational efficiency, productivity, quality, safety, or cost savings.
Perform other reasonable job duties as requested by supervisors.