Agent-Guest Relations

Role Overview

Agent-Guest Relations at Marriott International. The role provides frontline support to guests, addressing inquiries, requests, and service needs while maintaining company standards and operational excellence.

Role Purpose

To deliver exceptional guest experiences by providing accurate information about property amenities, services, and local attractions; resolving guest issues promptly; and facilitating seamless communication between guests and hotel departments.

Key Responsibilities

Guest Service & Communication

• Supply guests with directions and information regarding property amenities, services, and hours of operation.
• Provide information about local areas of interest and activities.
• Welcome and acknowledge all guests according to company standards.
• Respond to special requests from guests with unique needs.
• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.
• Receive, record, and relay messages accurately, completely, and legibly.
• Thank guests with genuine appreciation.

Problem Resolution & Follow-Up

• Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Anticipate and address guests' service needs.

VIP & Special Handling

• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

Compliance & Safety

• Follow all company policies and procedures.
• Report accidents, injuries, and unsafe work conditions to manager.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Comply with quality assurance expectations and standards.

Teamwork & Continuous Improvement

• Develop and maintain positive working relationships with others.
• Support team to reach common goals.
• Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.

Physical Requirements

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• No related work experience required.
• No supervisory experience required.
• No license or certification required.

Additional Information

Marriott International is an equal opportunity employer, welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated. Marriott is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.