Guest Relation Agent

About The Ritz-Carlton

The Ritz-Carlton operates over 100 award-winning properties globally, known for creating memorable guest experiences. The company focuses on attracting top hospitality professionals and fostering a culture where creativity, thoughtfulness, and compassion are valued. As part of Marriott International, The Ritz-Carlton maintains a reputation for luxury service and excellence in guest care.

Role Summary

The Guest Relation Agent is responsible for ensuring the consistent delivery of The Ritz-Carlton's "Gold Standards" in guest service. This full-time role involves upholding the foundational principles that guide the brand's commitment to luxury hospitality. The agent will learn and exemplify the company's Employee Promise, Credo, and Service Values, contributing to a culture that drives success and guest satisfaction.

Key Responsibilities

• Provide guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest.
• Contact relevant departments (*, Bellperson, Front Desk, Housekeeping, Engineering, Security) to resolve guest requests or problems.
• Follow up with guests to confirm their requests or problems have been resolved to their satisfaction.
• Accurately receive, record, and relay messages.
• Respond to special requests from guests with unique needs.
• Communicate VIP arrivals to designated personnel for escort and amenity delivery.

Operational Duties

• Adhere to all company policies and procedures; report accidents, injuries, and unsafe work conditions to management.
• Maintain a clean and professional uniform and personal appearance.
• Ensure the confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests’ service needs; express genuine appreciation to guests.
• Communicate professionally and clearly; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with colleagues; support team goals.
• Comply with quality assurance expectations and standards.
• Identify and recommend new ideas, technologies, or processes to enhance organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications and Requirements

• 0-1 year of relevant experience is required.
• Ability to stand, sit, or walk for extended periods or an entire work shift.
• Capability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Work Environment

This is a full-time position within a global hospitality brand known for its commitment to luxury service and guest satisfaction. The role offers an opportunity to be part of a team that values professional growth and adherence to high service standards.