At Your Service Agent

About The Ritz-Carlton

The Ritz-Carlton operates over 100 award-winning properties globally, known for delivering exceptional guest experiences. The company emphasizes a culture where professionals are empowered to be creative, thoughtful, and compassionate, setting a standard for luxury service. The Ritz-Carlton's "Gold Standards," including the Employee Promise, Credo, and Service Values, guide daily operations and contribute to its reputation as a global leader in luxury hospitality.

Role Summary: At Your Service Agent

As an At Your Service Agent, you will be responsible for ensuring the consistent delivery of The Ritz-Carlton's "Gold Standards" through gracious and thoughtful service. This full-time role involves managing guest communications and requests, providing information, and ensuring guest satisfaction. The position requires 0-1 years of experience.

Key Responsibilities

• Answer, record, and process all guest requests, questions, or concerns received via telephone, email, chat, and mobile communication devices.
• Operate the telephone switchboard, process guest requests for wake-up calls, and direct calls to the appropriate extensions.
• Receive, record, and accurately relay messages.
• Log all guest requests or issues into the computer system, contact the relevant department (*, Bellperson, Housekeeping), and follow up with guests to confirm resolution.
• Provide guests with information regarding room features, property amenities, and local points of interest.
• Process room service orders, answer menu selection questions, and record transactions in the point-of-sale system.
• Assist guests with internet access and in-room entertainment systems.

Operational Duties

• Adhere to all company policies and procedures, maintain a professional appearance, ensure confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge guests according to company standards, anticipate service needs, assist individuals with disabilities, and express genuine appreciation.
• Communicate professionally and clearly, and answer telephones using appropriate etiquette.
• Cultivate positive working relationships and support team objectives.
• Comply with quality assurance expectations and standards.
• Read and verify information visually in various formats; stand, sit, or walk for extended periods or an entire shift.
• Lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
• Perform other reasonable job duties as assigned by supervisors.

Qualifications and Requirements

• Education: High school diploma or * equivalent.
• Related Work Experience: No related work experience is required.
• Supervisory Experience: No supervisory experience is required.
• License or Certification: None.