POSITION SUMMARY

 

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

 

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

 

Guest Services Agent (Job Specific)

• Follows all policies and procedures related to handling money and maintaining the security of the cash drawer (e.g., where to keep bills during a transaction, knowledge of procedures to check counterfeit currencies, who has access to the cash drawer, securing the drawer)
• Follows all check-in/out BSA procedures for every type of reservations
• Accurately relays property services, amenities, hours of operation, layout, and activities to employees
• Operates, organizes, and balances a cash register and ensures that bank is accurate
• Executes all property reservation policies related to cancellations, guarantees, deposits, wait lists, changes, and exceptions
• Operates key machines to program electronic employee keys
• Blocks and coordinates room assignments based on arrival and departure patterns and special requests
• Documents and processes wake-up calls
• Stays aware of and provides directions/maps to local area activities, events, restaurants, entertainment venues, and houses of worship
• Answer department telephone within 3 rings, using correct verbiages and telephone etiquette
• Set up work stations with necessary supplies; maintain cleanliness throughout shift.
• Establish sufficient credit for all check-in reservations (credit card/ cash/ deposit) 
• Be familiar with safety deposit box procedures.
• Ensure that all shift duties outlined on the Night shift checklist are completed at the end of the shift.
• Ensure that all shift duties outlined on the Day shift checklist are completed at the end of the shift.
• Perform any task assigned by any manager.
• Assist Concierge, Reservations and Business Centre queries.
• Legibly document maintenance needs on work orders and submit to manager.
• Assist Concierge, Reservations and Business Centre queries.
• Participate in Monthly Department Meeting.
• Actively participation of QIT. 
• Attend other meetings that involve Front Office operations.
• Submission of Good ideas & Wow stories
• Offers a warm and sincere greeting to each guest using the guest's name 
• Anticipates and fulfills the needs of each guest 
• Offers a fond farewell to each guest using the guest's name 
• Provides service experiences to guests that foster strong relationships and create Ritz-Carlton guests for life 
• Responds to guests' expressed and unexpressed needs by having 'Radar On and Antenna Up' 
• Uses available resources to create unique and memorable experiences for guests 
• Demonstrates an understanding of how their work performance helps accomplish The Ritz-Carlton business objectives (e.g., Success Factors, Community Footprints, The Ritz-Carlton Mystique) 
• Seeks out and acts on opportunities to innovate and improve The Ritz-Carlton experience for guests 
• Immediately takes ownership of guest problems and resolve[s] them quickly 
• Creates a work environment of teamwork and lateral service to meet both guest and employee needs 
• Takes advantage of opportunities to learn and grow on the job 
• Plays an active role in planning the work that affects them 
• Adheres to all standards of professional appearance, language, and behavior 
• Protects the privacy and security of guests, fellow employees, and the company's confidential information/assets 
• Creates a clean, safe, and accident-free environment
• Follows through to confirm that problems/issues were resolved in a satisfactory way 
• Understands, promotes, and demonstrates actions consistent with company safety and security policies and procedures 
• Surfaces issues, problems, and opportunities for improvements 
• Decides on correct course of action to resolve problems 
• Acquires and applies new knowledge and skills to the job 
• Obtains information from different sources to determine cause of issue or problem 
• Develops alternatives to resolve problems or issues
• Develops and sustains positive relationships with managers and coworkers 
• Treats others with respect, kindness, and dignity 
• Shows understanding and respect for the differences among individuals on the team and other departments (e.g., different ideas, capabilities, and/or cultural perspectives) 
• Takes time to listen to and address the needs of others 
• Is approachable and cooperative with others 
• Helps others with their work to ensure team objectives are met 
• Completes job tasks without the need for much supervision
• Adapts to new, changing, or challenging situations while keeping up with job performance 
• Maintains a calm and professional manner when facing high pressure and time-sensitive situations 
• Interacts effectively with others when faced with challenging situations 
• Adjusts behavior appropriately when faced with challenging or difficult working conditions
• Attends to small details and accuracy of work 
• Coordinates activities and manages time to maximize productivity 
• Understands and orders priorities based on importance 
• Performs many work tasks at the same time effectively 
• Avoids being sidetracked by unnecessary distractions
• Comprehends communication from others 
• Asks questions to ensure understanding 
• Communicates clearly and politely when speaking 
• Listens attentively to speaker
• Maintains a positive, upbeat, and professional manner around all guests and co-workers 
• Demonstrates confidence and professionalism in vocabulary, posture, etiquette and personal appearance 
• Complies with dress/uniform and brand grooming standards 
• Maintains personal hygiene and cleanliness at work 
• Upholds company ethics standards and complies with all laws, policies, and procedures pertinent to the property

Customer Relations

Provides excellent service, builds trust, anticipates and meets the needs of customers. Takes ownership of customer issues or problems and takes action to bring to quick resolution.

Problem Solving and Decision Making

Recognizes and resolves problems. Seeks, examines, and interprets information from different sources to determine cause and develop solutions. This includes selecting the best course of action and recognizing when outside advice is needed.

Contributing to Teams

Relates well to people from diverse backgrounds. This includes being cooperative, approachable, and taking time to listen to and address others' questions or concerns; treating others with kindness, respect, and dignity. Expresses empathy and compassion when dealing with the needs and problems of others.

Adaptability/Stress Tolerance

Works productively and effectively when faced with stressful work situations and time pressures.

 

Time Management

Manages time to ensure that the priority of the activities determines the amount of time and attention received. This includes coordinating daily activities to maximize productivity; keeping self-focused on the priorities for the day and avoiding being sidetracked by less important tasks and activities

Communication

Communicates information clearly and politely. Understands key pieces of information and follows instructions. This includes ensuring that the intended message is accurately received, waiting to respond until the person has finished making his/her point, and responding accordingly.

Professional Demeanor

Presents oneself in a professional manner, makes a good first impression, and will represent the company in alignment with its values.

 

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

 

 

 

 
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.