Guest Relations Coordinator

Marriott•Palm Beach, FL

About The Position

The Guest Relations Coordinator provides guests with directions and information about property amenities, services, operating hours, and local attractions and activities. The role coordinates with appropriate departments to resolve guest requests or problems, follows up to confirm guest satisfaction, accurately receives and relays messages, responds to guests with unique needs, and communicates VIP arrivals to the designated personnel for escort and amenity delivery. The coordinator follows company policies and procedures, reports accidents and unsafe conditions, maintains a clean and professional appearance, protects confidential information and company assets, and delivers welcoming service in accordance with company standards. The role requires clear and professional communication, appropriate telephone etiquette, positive working relationships, teamwork, and compliance with quality standards. The coordinator may identify and recommend ideas, technologies, or processes to improve efficiency, productivity, quality, safety, or cost savings, and performs other reasonable duties as requested by supervisors. The position involves standing, sitting, or walking for extended periods or an entire work shift, and moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance. Marriott International describes itself as an equal opportunity employer committed to welcoming all and fostering an environment where associates’ backgrounds are valued and celebrated. The Ritz-Carlton emphasizes delivering its Gold Standards and exceptional luxury guest service.

Requirements

High school diploma or G.E.D. equivalent is listed as preferred.
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 their requests or problems have been resolved 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 amenity delivery.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to a manager.
Maintain a clean and professional uniform and personal appearance; maintain confidentiality and protect company assets.
Welcome and acknowledge guests according to company standards, anticipate and address their service needs, and thank them with genuine appreciation.
Communicate clearly and professionally and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships and support team goals.
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.