Seasonal Guest Relations Agent

Marriott•Portland, OR

1d•Onsite

About The Position

This role involves providing guests with directions and information about property amenities, services, hours of operation, and local attractions. The Guest Relations Agent will also be responsible for resolving guest issues by contacting the appropriate departments, following up to ensure satisfaction, and relaying messages accurately. They will handle special requests, communicate VIP arrivals, and ensure all company policies and procedures are followed. This includes maintaining a professional appearance, protecting company assets, and fostering positive working relationships. The role also requires identifying opportunities for efficiency and productivity improvements. A key aspect of the role is embodying the "Gold Standards" of The Ritz-Carlton, which guide exceptional luxury service and guest experiences.

Requirements

High school diploma or G.E.D. equivalent.
No related work experience.
No supervisory experience.
None

Responsibilities

Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Follow up with guests to ensure their requests or problems have been met 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.
Welcome and acknowledge all guests according to company standards.
Anticipate and address guests’ service needs.
Thank guests with genuine appreciation.
Speak with others using clear and professional language.
Answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Support team to reach common goals.
Comply with quality assurance expectations and standards.
Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
Perform other reasonable job duties as requested by Supervisors.