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About the Role
The Ritz-Carlton is seeking hospitality professionals to deliver exceptional guest experiences and uphold the brand's "Gold Standards." This role focuses on ensuring guests receive gracious and thoughtful service, contributing to the company's reputation as a global leader in luxury hospitality.
Responsibilities
- Answer, record, log, and process all guest calls, requests, questions, or concerns.
- Operate telephone switchboard station.
- Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
- Advise guest of any messages received.
- Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
- Receive, record, and relay messages accurately, completely, and legibly.
- Activate/deactivate guest room message lights as appropriate.
- Instruct guests on how to access the internet and transfer them to provider's customer support for issues.
- Test communications equipment to ensure proper functionality.
- Respond to special requests from guests with unique needs.
- Contact appropriate individual or department to resolve guest issues.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Dispatch bell staff or valet staff as needed.
- 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.
- Assist individuals with disabilities.
- 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.
- Stand, sit, or walk for an extended period of time.
- Enter and locate information using computers and/or POS systems.
- 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
- High school diploma or G.E.D. equivalent.
- No related work experience required.
- No supervisory experience required.
- No specific licenses or certifications required.
Skills
- Communication skills
- Customer service skills
- Problem-solving skills
- Computer proficiency
Location
- Worldwide
Work Type
- Full-time
Experience Level
- Entry-level
Education Level
- High school diploma or equivalent
About the Company
- At more than 100 award-winning properties worldwide, The Ritz-Carlton creates 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.
- 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
- Marriott International is 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.
- We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.