The Ritz-Carlton DIFC hiring Guest Relations Agent at Abu Dhabi, United Arab Emirates

Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. 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 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 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.

CRITICAL TASKS

Occupational Safety and Health Roles and Responsibilities

• Take reasonable care of their own health and safety
• Carry out all duties in accordance with local occupational health and safety legislation
• Comply with all Marriott Safety policies, procedures and safety guidelines as outlined by your Supervisor/Department head
• Report all hazards, unsafe practices or defective equipment to your Supervisor
• Report and seek treatment for all injuries or illness sustained in the workplace.
• Use the right tools and equipment for the job, and operate equipment in a way that will not be hazardous to you or other employees
• Do not engage in any prank or unnecessary running or boisterous conduct
• Follow all established safe work practices; do not take any unnecessary chances
• Properly use and care for all Personal Protective Equipment (PPE) required and provided
• Prevent slips and falls. Watch for spills or loose objects on floors. Clean up spills immediately and use wet floors signs. Do not allow cords to extend across doorways, aisles or other walkways. Use the handrail while ascending or descending stairs.
• Lift properly, keep your back straight, and then squat down to reach the object being lifted. Do not twist your body when lifting. Shift your feet to turn, if necessary. Do not attempt to lift exceptionally heavy objects by yourself. Ask for help.
• Always follow good housekeeping practices. Do not leave tools or equipment in hallways; keep your work area clean and organized.
• Actively attend and participate in all health and safety training conducted by Hotel.
• Discuss any questions or concerns regarding your safety with your supervisor.
• Cooperate with The Ritz-Carlton with respect to any instructions and actions by The Ritz-Carlton to protect the employee and to comply with OSH requirements
• Take reasonable care of the health and safety of persons that may be affected by their acts or omissions at work
• Cooperate with Ritz-Carlton with respect to any instructions and actions by Ritz-Carlton to protect the employee and to comply with OSH requirements
• Not intentionally or recklessly interfere with or misuse anything provided at the workplace in the interest of health and safety and welfare arrangements;
• Actively participate in all mock drills conducted in the Hotel

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Provide assistance to coworkers, ensuring they understand their tasks.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• 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.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Occupational Safety and Health Roles and Responsibilities

• Take reasonable care of their own health and safety
  • Carry out all duties in accordance with local occupational health and safety legislation
  • Comply with all Marriott Safety policies, procedures and safety guidelines as outlined by your Supervisor/Department head
  • Report all hazards, unsafe practices or defective equipment to your Supervisor
  • Report and seek treatment for all injuries or illness sustained in the workplace.
  • Use the right tools and equipment for the job, and operate equipment in a way that will not be hazardous to you or other employees
  • Do not engage in any prank or unnecessary running or boisterous conduct
  • Follow all established safe work practices; do not take any unnecessary chances
  • Properly use and care for all Personal Protective Equipment (PPE) required and provided
  • Prevent slips and falls. Watch for spills or loose objects on floors. Clean up spills immediately and use wet floors signs. Do not allow cords to extend across doorways, aisles or other walkways. Use the handrail while ascending or descending stairs.
  • Lift properly, keep your back straight, and then squat down to reach the object being lifted. Do not twist your body when lifting. Shift your feet to turn, if necessary. Do not attempt to lift exceptionally heavy objects by yourself. Ask for help.
  • Always follow good housekeeping practices. Do not leave tools or equipment in hallways; keep your work area clean and organized.
  • Actively attend and participate in all health and safety training conducted by Hotel.
  • Discuss any questions or concerns regarding your safety with your supervisor.
• Cooperate with The Ritz-Carlton with respect to any instructions and actions by The Ritz-Carlton to protect the employee and to comply with OSH requirements
• Take reasonable care of the health and safety of persons that may be affected by their acts or omissions at work
• Cooperate with Ritz-Carlton with respect to any instructions and actions by Ritz-Carlton to protect the employee and to comply with OSH requirements
• Not intentionally or recklessly interfere with or misuse anything provided at the workplace in the interest of health and safety and welfare arrangements;
• Actively participate in all mock drills conducted in the Hotel