Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem.
Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing.
Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages.
Activate and deactivate guest room message lights Transfer guests with internet access issues to internet service provider's customer support line.
Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation.
serve as a department role model.
anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak using clear and professional language; prepare / review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards.
Enter and locate information using computers / POS systems. Stand, sit, or walk for an extended period of time. 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.