POSITION SUMMARY

Front Office Agent

First Impressions Count and this role is critical in setting the tone for our guests. Being confident, focused and professional are non-negotiable.
Not only does it process all guest check-ins, check-outs, room assignments/ Pre-register designated guests and prepare key packets, room change/late check-out requests, activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests, and secure payment. Coordinate with Housekeeping to track room status and guest concerns. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations, review out-of-order rooms daily. Arrange transportation for guests/visitors, process all payment types, vouchers, paid-outs, charges, and provide change.

Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls. Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction.

The ideal candidate will have:
•    Experience in a Five Star or Five-Diamond luxury hotel is preferred.
•    High School diploma required, 2 or 4 year degree preferred.
•    Knowledge in property management systems like Opera or Fidelio is highly desirable and technical proficiency in Microsoft applications is required.
•    Previous customer service experience in a high volume setting required
•    The ability to problem solve, and provide exceptional service
•    Requires strong problem resolution and decision making skills, empathy and personal perseverance.
•    Be a supportive team member and work well with many different nationalities.
•    Strong math or accounting skills.
•    The ability to read, write and speak fluently in English is required
 

 
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.