Guest Relations Associate

About the Role

As a Guest Relations Associate at JW Marriott, you will uphold the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, and forward-thinking service. You will be part of a luxury environment focused on holistic well-being and true camaraderie.

Key Responsibilities

• Supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities.
• Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) to resolve guest calls, requests, or problems.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Respond to special requests from guests with unique needs.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Follow all company policies and procedures.
• Report accidents, injuries, and unsafe work conditions to a manager.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests’ service needs.
• Thank guests with genuine appreciation.
• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Support the team to reach common goals.
• Comply with quality assurance expectations and standards.
• Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Requirements & Tech Stack

• None explicitly mentioned beyond general operational tools implied by responsibilities.

Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience required.
• Supervisory Experience: No supervisory experience required.
• License or Certification: None.