Guest Relations Agent

Role Overview

As a Guest Relations Agent, you will be the main point of contact for guests, helping ensure their stay is smooth, comfortable, and memorable. The role focuses on providing accurate information, coordinating with internal teams, and responding quickly to guest needs and special requests.

Core Duties

• Share directions and guidance about hotel facilities, services, operating hours, nearby attractions, and local activities.
• Liaise with the right department or staff member, such as the Bellperson, Front Desk, Housekeeping, Engineering, or Security/Loss Prevention, to handle guest concerns or requests.
• Track guest issues through to resolution and confirm satisfaction after follow-up.
• Receive, document, and pass on messages clearly, completely, and without errors.
• Handle special requests for guests with unique requirements.
• Notify the appropriate team about VIP arrivals so they can arrange escorting and amenity delivery.

Work Standards

• Follow company policies, procedures, quality standards, and safety expectations at all times.
• Report accidents, injuries, and unsafe conditions to the manager promptly.
• Maintain a neat, professional appearance and keep personal and uniform presentation in line with standards.
• Safeguard confidential information and company property.
• Greet all guests warmly, recognize their needs in advance, and thank them sincerely.
• Communicate clearly and professionally, including when answering calls.
• Build positive relationships with colleagues and contribute to shared team goals.
• Suggest improvements, tools, or process changes that can enhance efficiency, productivity, quality, safety, or cost control.
• Be prepared to stand, sit, or walk for long periods or an entire shift.
• Be able to move, lift, carry, push, pull, and place objects up to 10 pounds without assistance.
• Perform other related duties assigned by supervisors.

Preferred Education and Experience

A high school diploma or GED is preferred. No prior related work experience is required, and no supervisory background or certification is needed.

About the Employer

Marriott International is an equal opportunity employer that values a wide range of backgrounds, experiences, and perspectives. The company promotes inclusion and does not discriminate on any protected basis. Marriott Hotels focuses on delivering thoughtful hospitality worldwide, while JW Marriott emphasizes luxury service, associate well-being, training, recognition, and a strong team culture.

Additional Information

• Job Number: 26075910
• Job Category: Rooms & Guest Services Operations
• Location: Sheikh Rashid Bin Saeed Street, Abu Dhabi, United Arab Emirates
• Schedule: Full Time
• Remote Work: No
• Position Type: Non-Management