Guest Relations Officer

POSITION SUMMARY

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

Essential Job Functions:

1. To report for duty on time, well groomed and in a clean and smart uniform, maintaining a positive and friendly image.
2. Ensure to attend daily line up in participation with the Front Office team.
3. To ensure that all rules and regulations set by the hotel are strictly followed.
4. Ensure desk is tidy and immaculate at all time.
5. To maintain a good working relationship with all staff in the hotel to ensure maximum cooperation in doing the job.
6. To work closely with the Guest Services Team to ensure glass door and lift lobby coverage.
7. To communicate with the Bell Captains to ensure that all guests luggage and any other requests are carried out in a timely, friendly and professional manner.
8. To meet and greet all VIP3 and limo guests upon arrival at the driveway and are escorted to their room for in-room check-in.
9. Ensure update of daily show room availability and accessibility of show room keys.
10. To warmly welcome all VIP guests attending functions or dining at hotel.
11. To be knowledgeable with services and facilities of the hotel as to provide guests with the necessary information.
12. To be knowledgeable of daily in-house and upcoming event.
13. To coordinate the arrivals of guests on the Express Check-In Program as well as guests who booked the hotel’s limousines to ensure all rooms are ready upon their arrival.
14. To coordinate with the Ritz-Carlton Club concierge on the arrivals of Club guests with hotel limousines, in order to ensure that Club concierge meet Club guests at driveway upon arrival at the hotel.
15. To escort guests arriving on a group basis to check-in venue, then to elevator after registration has been done and explain the Marlock key system and hotel facilities to guests
16. To provide lateral service to other departments as when required.
17. To collect the quality guests’ preferences in the hotel.
18. To perform any tasks or assignments given by the Guest Relations Supervisor.
19. Communicate any issue/concerns promptly to Guest Relations Supervisor.

PREFERRED QUALIFICATIONS

https://careers.marriott.com/guest-relations-guest-relations-officer/job/F4B20D9DF510C13CE90F8B64549B3A24