At Your Service Manager

About The Ritz-Carlton

The Ritz-Carlton operates over 100 award-winning properties globally, known for creating exceptional guest experiences. The company attracts hospitality professionals who uphold the "Gold Standards," which guide daily operations and define the brand's luxury service. As part of Marriott International, The Ritz-Carlton emphasizes a culture where associates are empowered to be creative, thoughtful, and compassionate.

Role Summary

The At Your Service Manager is responsible for the successful functioning of the department, which handles all in-house and external telephone calls and processes requests professionally. This includes managing room service orders, processing requests for additional items, providing directions, resolving issues, and forwarding calls as necessary. The Manager ensures agents have thorough and up-to-date information and tracks all guest requests and issues for process improvement. This full-time role requires 5-10 years of experience.

Key Responsibilities

• Manage day-to-day operations, ensuring quality standards and customer expectations are met.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, and resolve grievances and conflicts.
• Implement and communicate the customer recognition/service program.
• Track all guest issues from various sources and report results, ensuring requests are logged.
• Oversee the financial aspects of the department, including purchasing and invoice payments.
• Provide services that exceed expectations for customer satisfaction and retention.
• Improve service by guiding and coaching individuals to understand guest needs.
• Identify trends in guest issues for resolution.
• Schedule and supervise staff to ensure prompt, friendly, and attentive service.
• Supervise AYS agents and runners to ensure complete resolution of guest calls and requests.
• Coordinate the process of receiving and resolving guest issues and requests.
• Utilize interpersonal and communication skills to lead, influence, and encourage others, advocating sound financial/business decision-making.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model for appropriate behaviors.
• Understand employee positions to perform duties in their absence.
• Assist in the developmental needs of others, including coaching and mentoring.
• Assist in recruitment, hiring, training, and orientation of department personnel.
• Provide information to supervisors, co-workers, and subordinates via various communication channels.
• Analyze information and evaluate results to choose solutions and solve problems.
• Inform and/or update executives, peers, and subordinates on relevant information in a timely manner.
• Ensure all department equipment is in proper working condition and areas are clean.
• Perform departmental administrative duties.
• Address complaints and serve as Manager on Duty as needed.
• Attend various meetings, including front office supervisor, operations, forecast, monthly department, sales strategy, and pre-con meetings.

Qualifications and Experience

• 5-10 years of relevant experience.
• Demonstrated ability to manage day-to-day operations and ensure service quality.
• Experience in handling guest complaints and resolving conflicts.
• Proven ability to track guest issues and utilize data for process improvement.
• Experience in supervising staff and coordinating guest service processes.
• Strong interpersonal and communication skills.
• Ability to lead by example and foster a cooperative team environment.

Work Environment

This is a full-time position within The Ritz-Carlton, a brand under Marriott International. The role involves working in an environment dedicated to upholding luxury service standards and fostering a culture that values the unique backgrounds and experiences of its associates.

Commitment to Diversity

Marriott International is an equal opportunity employer committed to welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated, and is committed to non-discrimination on any protected basis, including disability and veteran status.