Guest Relations Agent (FT)
The Ritz-Carlton
Salary undisclosed
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Description
POSITION SUMMARY
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.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Notification to Applicants: The Ritz-Carlton, Toronto takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process. This posting is for an existing vacancy.
About this role
At The Ritz-Carlton Toronto, a Guest Relations Agent serves as a key point of contact for visitors, handling inquiries about property amenities, local attractions, and services while coordinating with departments across the hotel to resolve requests and problems. The role requires strong communication skills, attention to detail in message-taking and follow-up, and the ability to deliver service that meets the hotel's standards for professionalism and guest satisfaction. You'll also manage special requests for guests with unique needs and ensure VIP arrivals receive appropriate attention.
This full-time, in-office position suits someone comfortable with extended periods on their feet, capable of multitasking in a busy environment, and genuinely interested in helping others. A high school diploma or equivalent is required; no prior hospitality experience is necessary. The role involves standard hotel operations—following policies, maintaining confidentiality, reporting safety concerns—alongside the interpersonal work of welcoming guests, anticipating their needs, and building positive relationships with colleagues across departments.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Guest Relations Agent (FT) postings in Toronto, and analyze any offer before you accept it.
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