POSITION SUMMARY

Guest Experience Expert
(Rooms Division Employee)

Responsible for pre-arrival contact with guests, providing information, creating guest itineraries and dealing with all guest requests in a timely manner.  Coordinates amenities and escort guests to rooms while showcasing hotel facilities. Respond to special requests from guests with unique needs. Responsible for maintaining a database of individual guest preferences, creates in-house motivation for attaining additional guest preference information from staff.

Monitors the pre-arrival of guests and provides the necessary communication to all departments to personalize guest’s visits. 

 

Respond to requests for visitor information, special arrangements, activities or services by making arrangements or identifying appropriate providers. Respond to special requests from VIP guests with unique needs and follow up to promote satisfaction. Contact appropriate individuals or departments as necessary to resolve calls, requests or problems. Inspect VIP guest’s rooms and deliver gifts and requested items prior to guest arrival.

 

Follow up on any outstanding requests or problems from the previous day and are resolved. Process guest check-ins, check-outs, and pre-register designated guests. Coordinate, and work closely with Housekeeping, Engineering team to track room status and ensure guest problem resolutions.

Review/Track/Accommodate requests for room to confirm reservations and cancellations, and review out-of-order rooms daily.  Arrange transportation for guests/visitors, vouchers. . Answer, record, and process all guest calls, requests, questions, or concerns. 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.

 

The ideal candidate will have:

 

• Front desk/guest service experience preferably in a 5-star hotel.
• Rooms Controller Experience preferably in a 5-star hotel.
• Strong computer skills, knowledge of Opera, Word, Excel, and Outlook is required 
• Excellent guest problem resolution experience and skills essential in addition to the ability to remain positive and calm under pressure 
• Enjoy interacting with guests, creating memorable experiences. 
• Must have an excellent telephone manner, verbal and written communication, 
• Positive, high attention to details and focused
• Must be able to stand, walk for long periods, push and pull.
• Ability to multi task and take care of needs of multiple guests at the same time 
•  

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.

 

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.