Guest Relations Agent

Marriott•Goleta, CA

About The Position

The Guest Relations Agent provides guests with directions and information about property amenities, services, operating hours, and local areas of interest and activities. The agent coordinates with appropriate departments to resolve guest calls, requests, and problems, follows up to ensure guest satisfaction, accurately receives and relays messages, responds to special requests, and communicates VIP arrivals to designated personnel for escort and amenity delivery. The role requires adherence to company policies and procedures, professional appearance and conduct, confidentiality, and protection of company assets. The agent welcomes guests, anticipates and addresses service needs, communicates clearly and professionally, uses appropriate telephone etiquette, and builds positive working relationships while supporting team goals and quality standards. The position also involves identifying and recommending ideas or processes that may improve efficiency, productivity, quality, safety, or cost savings, as well as performing other reasonable duties requested by supervisors. The position is part of The Ritz-Carlton, where associates are expected to deliver its Gold Standards and provide thoughtful, gracious luxury service. Marriott International describes itself as an equal opportunity employer and states its commitment to non-discrimination.

Requirements

High school diploma or G.E.D. equivalent is listed as a preferred qualification.
No related work experience is listed as preferred.
No supervisory experience is listed as preferred.
No license or certification is required.

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 the appropriate individual or department to resolve guest calls, requests, or problems.
Follow up with guests to ensure their 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; 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 their service needs, and thank them with genuine appreciation.
Speak clearly and professionally, answer telephones using appropriate etiquette, and maintain positive working relationships with others.
Support the team in reaching common goals and comply with quality assurance expectations and standards.
Identify and recommend ideas, technologies, or processes to improve organizational efficiency, productivity, quality, safety, or cost savings.
Perform other reasonable job duties as requested by supervisors.