Guest Experience Expert

4 months ago

Perth, Australia Marriott International, Inc Full time

**Job Number** 24158986
**Job Category** Rooms & Guest Services Operations
**Location** The Ritz-Carlton Perth, 1 Barrack Street, Perth, Western Australia, Australia VIEW ON MAP
**Schedule** Part-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Non-Management

**Guest Experience Expert (Service Experience)**
- Beautiful location on the Elizabeth Quay waterfront
- 5 minutes walk from Elizabeth Quay station and close to public transport
- Free Employee Duty Meals
- Free breakfast cereal, coffee and tea throughout the day
- Discounts on hotel rooms and food and beverage with Marriott Internationally
- Discounts on retail venues around the location
- Marriott Life with the Works - Paid Birthday Leave, Sabbatical Leave, and Paid Parental Leave
- Recognition and wellbeing programs
- Training and Career Development opportunities within an international brand
- Employee activities and celebrations throughout the year

**About the Role**

**Duties**

**Service Experience**
- Operate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered lines.
- Answer, record, and process all guest calls, requests, questions, or concerns.
- Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
- Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

**Guest Service**
- Provide guests with a warm and sincere greeting, engaging them in conversation regarding their stay, property services, and area attractions/offerings.
- Process all guest check-ins by confirming reservations, and issuing and activating room keys.
- Coordinate with Housekeeping to track readiness of rooms for check-in.
- Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
- Process all payment types such as room charges, cash, checks, debit, or credit.

**Concierge**
- Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
- Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

**Club Concierge**
- Monitor club lounge for seating availability, service, safety, and wellbeing of guests.
- Maintain cleanliness and condition of bar, bar unit, tables, and other tools.
- Prepare and serve hot, cold, and/or alcoholic beverages. Stock ice, glassware, and supplies.
- Wash dishes and serving utensils as needed.
- Complete opening and closing duties. Requisition all necessary supplies, transporting supplies from storeroom to bar set-up area as required. Secure liquors, beers, wines, coolers, cabinets, and storage areas.
- Document pertinent information in department logbook.
- Forecast additional meal requirements and communicate special requests to the kitchen.

**Skills & Experience**
- Responsible Service of Alcohol from Nationally Accredited Training provider (RSA)
- I’m Alert Food Safety Certification (from City of Perth)
- Experience working in customer service role preferable
- Passion for customer service
- Unrestricted working rights for Australia
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under 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

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