Guest Experience Expert

**Additional Information**
**Job Number**25161235
**Job Category**Rooms & Guest Services Operations
**Location**The Ritz-Carlton Perth, 1 Barrack Street, Perth, Western Australia, Australia, 6000
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Non-Management

**Guest Experience Expert**
- 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 Company**

Owned by multinational developer, Far East Consortium, The Ritz-Carlton, Perth is a prominent anchor point within Perth’s Elizabeth Quay development. Sitting just 30 metres from the waterfront, the 205-room hotel occupies a 28-storey tower, which also includes a selection of impressive residential apartments. The Ritz-Carlton, Perth, together with The Towers at Elizabeth Quay, an upscale residential development located beside the hotel, sits atop exclusive retail space, fine-dining experiences, and waterfront access. The Ritz-Carlton, Perth also offers guests world-class amenities, including four distinctive restaurants and bars. The hotel is also ideally positioned to accommodate conference and meeting space demand in the city with 2,000 square metres of conference space, including a spacious 572 square metres ballroom fitted with the latest AV technology. Other facilities at the hotel include a Fitness Centre, which offers a gym, spa, and outdoor infinity swimming pool, while an open-roof courtyard with tropical, landscaped gardens creates a resort feel in a bustling city.

**About the Role**

**Duties**

**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.

**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.

**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
- 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._

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