Guest Relations Agent - The Ritz-Carlton

Why us?

Iconic architecture, a thriving culinary scene, beautifully landscaped public spaces and an array of museums are just part of what draws visitors to the Windy City. At The Ritz-Carlton, Chicago, a luxury hotel set atop Water Tower Place in the historic Gold Coast, guests will have every chance to explore the city, from shopping along Michigan Avenue to viewing famous works at the Art Institute. Yet with our hotel’s spa, rooftop lounge, locally inspired restaurant, indoor lap pool and spacious accommodations overlooking the city, guests may not want to leave the premises.

The Ladies & Gentlemen in Guest Relations are always responsive to the expressed and unexpressed wishes and needs of our guests. As a Guest Relations Agent, you will create personalized and memorable experiences by welcoming guests, anticipating their needs, responding to requests, and resolving concerns with genuine care and professionalism. You will serve as a knowledgeable resource for the hotel and the city of Chicago, while collaborating with fellow Ladies & Gentlemen to ensure each guest’s experience is seamless from arrival through departure. Through thoughtful service and meaningful connections, you will build strong relationships and create Ritz-Carlton guests for life.

Recognized as “the gold standard” of hospitality, The Ritz-Carlton selects only the most passionate and skilled hospitality professionals. As one of our Ladies and Gentlemen, you will reflect the values that make us the world’s finest luxury brand. Here, in a diverse environment where individual aspirations are fulfilled and quality of life is enhanced, you will be inspired to work alongside your fellow employees to bring special moments to life for our guests and each other. Every interaction is an opportunity to exceed expectations, create lasting memories, and deliver the legendary service that defines The Ritz-Carlton.

Job Overview

Operate the hotel switchboard in an efficient, courteous and professional manner to provide quality operations which maximize guest satisfaction. Respond to inquiries regarding reservations, hotel information and guest concerns.

Responsibilities

• Answer all incoming calls promptly in the prescribed manner and take charges on incoming collect calls.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Courteously answer inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Follow through in resolving guest problems and/or requests courteously and accurately.
• Process and file check-in and check-out slips in a timely, efficient manner.
• Prepare wake-up sheets/ set wake-up clock; record the guest's name and room number under the wake-up time requested and repeat the information back to the guest to ensure proper handling of wake-up calls in the morning.
• Sort and process guest related mail in a quality manner in accordance to established procedures.
• Maintain the fax machine, sort and receive guest faxes and process appropriate charges to ensure revenues are collected and guests are satisfied.
• Handle all emergencies according to established procedures.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

Prior hospitality or customer service experience required

Knowledge/Skills

• Excellent hearing required to clearly hear the guest.
• Moderate vision required to read the computer screen and the guest registration rack.
• Excellent speech communication skills required to clearly understand the operator.
• Moderate comprehension and literacy required to ensure calls are directed properly and messages are taken accurately.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Carrying up to 25 lbs. of various office equipment.
• Bending/kneeling -to obtain reports and for filing.
• Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

Work inside 95% shift.

Benefits

Acrrued PTO plan

Medical, dental, & vision insurance

Eligible to participate in the Company’s 401(k) program with employer matching

Flexible spending accounts options

Basic Life and AD&D insurance

Short-term disability options

Employee Assistance Program

Great discounts on Hotels, Restaurants, and much more

$24 - $26/Hourly