Guest Communication/Guest Relations
Posting Date Jun 06, 2018 Job Number 18001LNX Job Category Rooms and Guest Services Operations Location The Ritz-Carlton Georgetown, Washington, DC, Washington, District of Columbia VIEW ON MAP Brand The Ritz-Carlton Schedule Full-time Position Type Non-Management/Hourly Start Your Journey With Us At more than 80 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. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton. Job Summary Operate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered lines. Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (eg, Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Review shift logs/daily memo books and document pertinent information in logbooks. Notify Loss Prevention/Security of any guest reports of theft. Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.