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 agent welcomes guests, provides information about the property and local area, handles guest requests and messages, and follows company standards and quality expectations.

Key responsibilities

• Supply guests with directions and information on property amenities, services, hours of operation and local areas of interest.
• Contact the right departments (Bellperson, Front Desk, Housekeeping, Engineering, Security) 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 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 improvements to efficiency, productivity, quality, safety and cost savings.
• Stand, sit or walk for long periods and lift objects of up to 10 pounds; 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.