Job Description
POSITION SUMMARY
The Guest Relations Agent manages the guest journey within the Wellness Center, Fitness, and Retail areas, ensuring a seamless and personalized luxury experience from arrival to departure. Answer, record, and process all guest requests, questions, concerns, reservations, and Wellness Center appointments via telephone, email, chat, and mobile communication devices. Coordinate with other hotel departments to ensure timely resolution of guest requests and service excellence.
The Guest Relations Agent provides information to guests regarding treatments, wellness experiences, memberships, retail products, hotel amenities, room features, and local attractions. Coordinate and send pre-arrival communications, ensuring guest preferences, special requests, and VIP details are accurately recorded and communicated to the appropriate departments.
In addition, the Guest Relations Agent welcomes and assists VIP guests, performing personalized arrivals when required. Coordinate amenities, welcome cards, and special arrangements according to guest profiles and hotel standards. Anticipate guest needs, promote the Wellness center and hotel services, and create memorable experiences that enhance guest satisfaction and loyalty.
Maintain the highest standards of professionalism, ethics, integrity, and guest service while complying with company policies and procedures. Support the achievement of brand standards and quality requirements established by EDITION Hotels, Forbes Travel Guide, LQA, and Marriott International.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.