Front Desk Agent

About The Ritz-Carlton

The Ritz-Carlton operates over 100 award-winning properties worldwide, known for creating exceptional guest experiences. The company focuses on attracting top hospitality professionals who are empowered to be creative, thoughtful, and compassionate. The Ritz-Carlton sets the standard for luxury service globally, prioritizing excellence in guest care and comfort. This role is part of Marriott International's portfolio of brands.

Role Overview

The Front Desk Agent is responsible for managing all guest check-in and check-out processes, handling various payment types, and addressing guest inquiries and requests. This full-time position requires coordination with other departments and adherence to company standards for service and security. The role involves ensuring the delivery of The Ritz-Carlton's "Gold Standards" daily.

Key Responsibilities

• Process guest check-ins by confirming reservations, assigning rooms, and issuing/activating room keys.
• Handle all payment types, including room charges, cash, checks, debit, and credit.
• Manage guest check-outs, resolving any late or disputed charges.
• Answer, record, and process guest calls, messages, requests, questions, and concerns.
• Coordinate with Housekeeping to monitor room readiness for check-in.
• Communicate parking procedures to guests/visitors and dispatch bell or valet staff as needed.
• Provide guests with directions and information about the property and local attractions.
• Generate daily reports (arrivals, departures), identify special requests, and verify report accuracy.
• Complete cashier and closing reports within the computer system.
• Cash guests' personal and traveler's checks.
• Count and balance the bank at the start and end of each shift, dropping receipts according to Accounting specifications.

Operational Standards and Conduct

• Adhere to all company safety and security policies and procedures; report accidents, injuries, and unsafe conditions to management.
• Comply with all company policies and procedures, ensuring a clean and professional uniform and personal appearance.
• Maintain 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, answering telephones with appropriate etiquette.
• Develop and maintain positive working relationships with colleagues.
• Meet quality assurance expectations and standards.

Physical Requirements and Experience

• Ability to stand, sit, or walk for extended periods.
• Capability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
• Experience required: 0-1 year.

Commitment to Diversity and Inclusion

Marriott International is an equal opportunity employer committed to welcoming all and providing access to opportunity. The company fosters an environment where the unique backgrounds of associates are valued and celebrated, recognizing that the blend of culture, talent, and experiences is a significant strength. Marriott International is committed to non-discrimination on any protected basis, including disability and veteran status, as per applicable law.