At Your Service Supervisor

About The Ritz-Carlton

The Ritz-Carlton, a global leader in luxury hospitality with over 100 award-winning properties, is known for creating exceptional guest experiences. The company attracts top hospitality professionals who are empowered to be creative, thoughtful, and compassionate, setting the standard for luxury service worldwide. The Ritz-Carlton operates on its "Gold Standards," which guide daily operations and drive its culture of success.

Role Overview: At Your Service Supervisor

The At Your Service Supervisor ensures the consistent delivery of The Ritz-Carlton's "Gold Standards" in guest service. This full-time role involves overseeing guest communication and requests, maintaining operational efficiency, and supporting team development. The supervisor will embody the company's Employee Promise, Credo, and Service Values, contributing to a culture that values excellence and professional pride.

Key Responsibilities

• Answer, record, and process all guest calls, requests, questions, or concerns.
• Contact the appropriate individual or department to resolve guest calls, requests, or problems.
• Follow up to ensure that any outstanding requests are resolved.
• Advise guests of any messages received and verify and adjust billing.
• Operate the telephone switchboard station, monitor lines, and take messages.
• Activate and deactivate guest room message lights.
• Transfer guests with internet access issues to the internet service provider's customer support line.
• Assist callers with various call types, including credit card, calling card, long distance, collect, overseas, and person-to-person calls.
• Log guest requests, incidents, adjustments, and comment cards into the computer for tracking and documentation.
• Supply guests with directions and property information.

Leadership and Operational Duties

• Assist management in training, scheduling, evaluating, motivating, and coaching employees; serve as a department role model.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to the manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Communicate using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships; support the team to reach common goals.
• Ensure adherence to quality standards.
• Enter and locate information using computers/POS systems.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications and Physical Requirements

• 2-5 years of relevant experience.
• Ability to stand, sit, or walk for extended periods of time.
• Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Commitment to Diversity

Marriott International, including The Ritz-Carlton, is dedicated to being an equal opportunity employer. The company welcomes all and provides access to opportunity, fostering an environment where the unique backgrounds of associates are valued and celebrated. Marriott International is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.