Guest Relation Supervisor

About The Ritz-Carlton

The Ritz-Carlton operates over 100 award-winning properties globally, focusing on delivering exceptional guest experiences. The company emphasizes a culture where professionals are empowered to be creative, thoughtful, and compassionate, aiming to set the standard for luxury service worldwide. The Ritz-Carlton is part of the Marriott International portfolio of brands.

Role Overview: Guest Relation Supervisor

The Guest Relation Supervisor ensures 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 reputation as a global leader in luxury hospitality. The supervisor will learn and exemplify the Gold Standards, including the Employee Promise, Credo, and Service Values, contributing to a culture that drives success.

Key Responsibilities

• Respond to guest inquiries and follow up to ensure satisfaction.
• Process and confirm reservations and cancellations.
• Provide guests with information on property amenities, services, room features, and local attractions.
• Arrange special services for guests, such as spa services, transportation, or business center access, by coordinating with appropriate providers.
• Contact relevant departments to resolve guest requests efficiently.
• Collaborate with management to develop and implement procedures and set goals for continuous departmental improvement.
• Assign and ensure timely completion of work tasks, meeting quality standards.
• Adhere to all company policies and procedures, maintaining a professional appearance and confidentiality of proprietary information.
• Welcome and acknowledge guests according to company standards, anticipate service needs, assist individuals with disabilities, and express genuine appreciation.
• Communicate professionally, prepare accurate written documents, and answer telephones using appropriate etiquette.
• Develop positive working relationships, support team goals, and address employee concerns appropriately.
• Ensure adherence to quality expectations and standards, and recommend improvements for efficiency, productivity, quality, safety, or cost-savings.
• Perform physical tasks such as moving objects weighing up to 10 pounds without assistance.
• Undertake other reasonable job duties as requested by supervisors.

Qualifications and Requirements

• Education: High school diploma or * equivalent.
• Related Work Experience: At least 1 year of experience in a related field.
• Supervisory Experience: At least 1 year of supervisory experience.

Work Environment

This is a full-time position within a global team dedicated to luxury hospitality. The role requires adherence to established company policies and procedures, ensuring a professional and secure environment for both guests and colleagues.

Application Process

Join The Ritz-Carlton and Marriott International to contribute to a team that values professional growth and exceptional service delivery.