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Guest Experience Ambassador

2 months ago

Perth, Western Australia Marriott Full time

Job Summary

We are seeking a highly skilled and experienced Guest Experience Ambassador to join our team at The Ritz-Carlton Perth. As a key member of our Rooms & Guest Services Operations team, you will be responsible for delivering exceptional guest experiences and ensuring that our guests feel valued and cared for throughout their stay.

Key Responsibilities

  • Service Experience
    • Operate the telephone switchboard station to answer calls and monitor busy or unanswered lines.
    • Answer, record, and process all guest calls, requests, questions, or concerns.
    • Contact the appropriate individual or department to resolve guest calls, requests, or problems.
    • 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, such as 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 the 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.

Requirements

  • Responsible Service of Alcohol certification from a nationally accredited training provider.
  • I'm Alert Food Safety Certification from the City of Perth.
  • Experience working in a customer service role is preferred.
  • Passion for customer service.
  • Unrestricted working rights for Australia.

About Us

The Ritz-Carlton is an award-winning luxury hotel brand that prides itself on delivering exceptional guest experiences. As a member of our team, you will be part of a global brand that values excellence, innovation, and teamwork. We offer a dynamic and supportive work environment, with opportunities for career growth and development.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for career growth and development.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.