Guest Services

POSITION SUMMARY Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience. No matter what position you are in, there are a few things that are critical to success - creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts - to get it right for our guests and our business each and every time. Essential Job Functions Maintain knowledge of: Scheduled daily activities Daily arrivals and departures Features and services provided by the hotel Hours of operation for each outlet Assist guests and visitors in and out of their vehicles. Greet arriving guests / visitors and bid fond farewell to departing guests / visitors. Communicate parking procedures to guests / visitors. Assist guests with loading and unloading luggage in and out of their vehicles. Provide legible claim tickets to guests for their luggage. Assure safety and security of all guests' luggage. Open hotel / car doors for guests / visitors. Transport guests luggage from the hotel driveway to the designated Bell area. Provide guests with directions to Front Desk check-in area. Relay accurate directions to guests / visitors on inquiries regarding destinations within the local area. Maintain accurate knowledge of local attractions and activities to recommend for guest inquiries. Secure taxis / transportation for guests / visitors. Monitor and direct traffic activity of taxis, limousines, hotel / restaurant guests' vehicles, ensuring a smooth and efficient flow. Ensure that driveway is kept clear; that vehicles are not parked or left standing in illegal spaces. Transport guest luggage from the point of arrival at the hotel to their assigned room. Transport guest luggage from current room to reassigned room for room changes. Transport guest luggage from their room to the point of departure from the hotel. Assist in locating guest's lost luggage. Correctly tag, store and retrieve luggage from storage room. Identify and explain hotel facilities and features to guests while escorting them to their room if required. Place guest luggage on luggage rack inside room. Relay accurate directions to guests on inquiries of transportation within the local area. Maintain accurate log record of guest calls for Bell Person assistance. Answer Bell Desk telephone within 3 rings using correct greeting and telephone etiquette. Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction. Remain in assigned post position, maintaining correct stance. Deliver items to guest rooms promptly to include: messages, mail, faxes, packages, flowers, sundry items requested by guest, gift items. Preferred Qualifications Education: High school diploma or G.E.D. equivalent. Related Work Experience: No related work experience. Supervisory Experience: No supervisory experience. License or Certification: None At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world's top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. Your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with. In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you. #J-18808-Ljbffr