Guest Experience Expert (Service Experience)
Job details
Job type
Part-time
Location
Perth WA 6000
Benefits
Pulled from the full job description
Free food
Parental leave
Sabbatical
Birthday leave
Transportation links
Full job description
Additional Information
Job Number25104606
Job CategoryRooms & Guest Services Operations
LocationThe Ritz-Carlton Perth, 1 Barrack Street, Perth, Western Australia, Australia, 6000
SchedulePart 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 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 ******* 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
Only shortlisted candidates will be contacted to go through our selection process.
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.
At more than 100 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. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that 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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