Guest Experience Expert

1 day ago

Perth, Western Australia Marriott Full time

Job Summary

We are seeking a highly skilled and experienced Guest Experience Expert 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.

Key Responsibilities

  • Monitor the club lounge to ensure seating availability, service, and safety for guests.
  • Maintain the cleanliness and condition of the bar, bar unit, tables, and other tools.
  • Prepare and serve hot, cold, and/or alcoholic beverages, and stock ice, glassware, and supplies.
  • Wash dishes and serving utensils as needed.
  • Complete opening and closing duties, and requisition all necessary supplies.
  • Document pertinent information in the department logbook.
  • Forecast additional meal requirements and communicate special requests to the kitchen.

Guest Service

  • Provide guests with a warm and sincere greeting, engaging them in conversation regarding their stay, property services, and area attractions.
  • 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.

Service Experience

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

Concierge

  • Respond to guest requests for special arrangements or services, such as transportation, reservations, or 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.

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 equal opportunity employer, committed to hiring a diverse workforce and sustaining an inclusive, people-first culture. We believe in non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At The Ritz-Carlton, we create experiences so exceptional that long after a guest stays with us, the experience stays with them. We attract the world's top hospitality professionals who curate lifelong memories, and we believe that everyone succeeds when they are empowered to be creative, thoughtful, and compassionate.

Our Gold Standards are the foundation of The Ritz-Carlton, and they guide us each day to be better than the next. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo, and Service Values. 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.

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