Guest Relations Agent

About the role

JW Marriott is hiring a full-time Guest Relations Agent in Fes, Morocco, within its Rooms & Guest Services Operations category. The role welcomes and supports guests, handles their requests and messages, and keeps them informed about the property and the local area.

Key responsibilities

• Supply guests with directions and information on property amenities, services, hours of operation, and local areas of interest and activities.
• Contact the right person or department (Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) to resolve guest calls, requests or problems, and follow up until they are satisfied.
• Receive, record and relay messages accurately, completely and legibly, and respond to special requests from guests with unique needs.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Welcome and acknowledge all guests according to company standards, anticipate their service needs and thank them sincerely.
• Follow company policies, report accidents, injuries and unsafe conditions to the manager, keep a clean professional appearance, protect company assets and keep proprietary information confidential.
• Answer telephones with appropriate etiquette, speak clearly and professionally, and build positive working relationships with colleagues.
• Comply with quality assurance standards and suggest new ideas, technologies or processes that improve efficiency, productivity, quality, safety or cost savings.
• Stand, sit or walk for long periods and lift objects of up to 10 pounds without assistance; perform other reasonable duties asked by supervisors.

Required profile

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