Guest Relations Agent
Role Overview
Plan for guests before arrival and meet and greet them during arrival or their stay.
Provide personalized, on-brand experiences, recognize special occasions, and support guest retention and recognition.
Support front desk and club operations, including check-in and check-out, when needed.
Key Skills for This Role
Full Job Posting
Position purpose
Plan for guests before arrival and meet and greet them during arrival or their stay.
Provide personalized, on-brand experiences, recognize special occasions, and support guest retention and recognition.
Support front desk and club operations, including check-in and check-out, when needed.
Guest experience and operations
- Deliver Sheraton welcome and farewell experiences and recognize Marriott Bonvoy members with welcome amenities.
- Use guest planning screens and global profiles to identify and deliver guest preferences.
- Manage guest requests and defects in GXP, aiming for average response and closure times of 15 minutes.
- Coordinate with front office, housekeeping, club, and room service associates.
- Keep VIP room allocations unchanged unless guest amenities are shifted.
- Follow brand standards and contribute to Guest Voice loyalty goals, including a target of 90% or above in BSA inspection.
- Support hotel revenue through room and suite upselling, restaurant recommendations, and special-occasion packages.
- Provide local-area information and promote hotel services through guest reviews and social media.
- Participate in sustainability, community, and Operational Innovation activities; follow fire and emergency procedures.
Skills and abilities
- Excellent command of English; an additional language is highly required.
- Bachelor's degree required.
- Guest service experience and a prompt, caring approach to guest service.
- Computer skills and knowledge of Opera and GXP.
- Strong communication and follow-up skills.
Professional qualities
- Demonstrate a warm, friendly, detail-oriented, and guest-focused approach.
- Work as part of a team, maintain professional grooming, and communicate conversationally.
- Show confidence, energy, enthusiasm, integrity, and ownership.
- Learn and retain skills, uphold ethical business practices, and identify with the hotel brand.
Service standards
Maintain Sheraton core values and brand standards in related tasks and duties.
Maintain knowledge of hotel services, Guest Voice scores, and departmental improvement plans.
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