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About the Role

Supports all property operations, ensuring the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.

Responsibilities

Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Supports handling complaints, settling disputes, resolving conflicts, and negotiating with others.
Assists with energy conservation efforts by monitoring compliance during property tours.
Supports implementation of the customer recognition/service program.
Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
Sends copy of MOD report to all departments on a daily basis.
Ensures compliance with all policies, standards, and procedures.
Understands and can implement all emergency plans.
Understands and complies with loss prevention policies and procedures.
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching.
Intervenes in any guest/employee situation as needed to ensure property integrity, guest satisfaction, and employee well-being.
Serves as a leader in displaying outstanding hospitality skills.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service.
Observes service behaviors of employees and provides feedback.
Maintains high visibility in public areas during peak times.
Provides immediate assistance to guests as requested.
Interacts with customers regularly to obtain feedback on product quality, service levels, and overall satisfaction.
Records guest issues in the guest response tracking system.
Reviews comment cards and guest satisfaction results with employees.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Identifies developmental needs of others and provides coaching, mentoring, or development.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Assists in interviewing and hiring employees with appropriate skills.
Provides information to supervisors, co-workers, and subordinates.
Analyzes information and evaluates results to choose the best solution and solve problems.
Informs and/or updates executives, peers, and subordinates on relevant information.
Maintains strong working relationships with all departments to support property operations and goals.
Communicates variations to established norms to the appropriate department.
Participates in the investigation of employee and guest accidents.
Performs Front Desk duties during high demand times.

Requirements

High school diploma or GED; 1 year experience in guest services, front desk, or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Skills

Interpersonal and communication skills
Leadership
Financial/business decision making
Honesty/integrity
Team building
Supervision
Problem-solving
Customer service
Conflict resolution
Coaching
Mentoring

Experience Level

1 year experience in guest services, front desk, or related professional area
No work experience required (with 2-year degree)

Education Level

High school diploma or GED
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

About the Company

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them.
Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day.
The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next.
It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality.
As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values.
And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

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.