Concierge Agent

About The Ritz-Carlton

The Ritz-Carlton operates over 100 award-winning properties globally, known for delivering luxury service. The company focuses on empowering its hospitality professionals to provide exceptional guest experiences. As part of Marriott International, The Ritz-Carlton emphasizes its "Gold Standards" as the foundation for its service culture and operational excellence.

Role Summary

The Concierge Agent is responsible for ensuring the consistent delivery of The Ritz-Carlton's Gold Standards in guest service. This full-time role involves responding to guest requests, providing information, and coordinating services to ensure guest satisfaction. The position requires 0-1 years of experience and is integral to maintaining the brand's reputation for luxury hospitality.

Key Responsibilities

• Respond to guest requests for special arrangements or services, such as transportation, reservations, or dry cleaning, by making arrangements or identifying appropriate providers.
• Address special requests from guests with unique needs and follow up to ensure their satisfaction.
• Gather, summarize, and provide information to guests regarding property amenities and the surrounding area, including special events and activities.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Contact the appropriate individual or department (*, Bellperson, Housekeeping) as necessary to resolve guest calls, requests, or problems.
• Review shift logs and daily memo books, documenting pertinent information in logbooks.
• Monitor the club lounge for seating availability, service quality, and the safety and well-being of guests.
• Report accidents, injuries, and unsafe work conditions to management, and complete required safety training and certifications.
• Adhere to all company policies and procedures, maintain a clean and professional uniform and personal appearance, ensure confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and express genuine appreciation to guests.
• Communicate professionally and clearly, prepare and review written documents accurately, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with colleagues, support team goals, and respond appropriately to employee concerns.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested by Supervisors.

Physical Requirements

• Ability to stand, sit, or walk for extended periods or an entire work shift.
• Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Company Culture

The Ritz-Carlton fosters a culture where employees are empowered to be creative, thoughtful, and compassionate. The company's Employee Promise, Credo, and Service Values are central to its operations, aiming to provide a work environment where individuals can take pride in their contributions and collaborations.

Application Process

Candidates interested in this Concierge Agent position are encouraged to apply to join The Ritz-Carlton team, a part of Marriott International, and contribute to a global leader in luxury hospitality.