Guest Experience Expert - Guest Relations

Role overview

Guest experience and relations

• Welcome guests, build positive relationships, provide personalized service, anticipate needs, and proactively offer assistance.
• Maintain a visible presence in public areas and provide exceptional experiences for VIP, repeat, and loyalty-program guests.
• Handle inquiries, requests, and complaints professionally; coordinate celebrations, amenities, airport transfers, and personalized experiences.
• Follow up to confirm satisfaction and provide service recovery when needed; build guest loyalty and positive brand perception.

Operations and brand standards

• Coordinate with Front Office, Housekeeping, Concierge, Food & Beverage, and other departments.
• Maintain guest profiles and preferences in hotel systems, track requests to completion, and assist with VIP arrivals, departures, and rooming.
• Uphold Marriott and Ritz-Carlton service standards and promote hotel facilities, restaurants, the spa, and other revenue-generating outlets.
• Prepare daily guest activity and feedback reports, maintain records of preferences, incidents, and service recovery, and support guest satisfaction initiatives.

Candidate profile

• High school diploma, hospitality diploma, or equivalent.
• Previous Guest Relations, Front Office, Concierge, Reception, or Customer Service experience is preferred; luxury hotel experience is an advantage and Marriott experience is preferred.
• Excellent verbal and written English communication, strong interpersonal skills, and the ability to resolve guest concerns diplomatically.
• Strong organizational and multitasking skills; proficiency in Microsoft Office and hotel operating systems.
• Additional languages are highly desirable.
• No related work experience or supervisory experience is listed as required in the preferred-qualifications section.

Schedule and physical requirements

• Flexibility to work shifts, weekends, and public holidays.
• Ability to stand and walk for extended periods and move throughout guest-facing areas of the hotel.
• The role includes hands-on duties and handling objects weighing up to 10 pounds without assistance.

Benefits and development

• The posting describes development plans, training, internal growth opportunities, service recognition, global Marriott member rates, dining and wellness discounts, and medical insurance.
• The package is described as including accommodation, flight tickets, transportation, and meals; no compensation cadence or amount is provided.

About The Ritz-Carlton