Marriott International
posted 2 months ago
Full-time - Entry Level
51-100 employees
Accommodation
About the position
The Guest Experience Expert (Club Lounge) plays a crucial role in ensuring a high level of service and guest satisfaction at The Ritz-Carlton. This position involves monitoring the club lounge, providing exceptional guest service, and maintaining the cleanliness and organization of the lounge area. The expert will engage with guests, process check-ins and check-outs, and respond to various guest requests, all while upholding the Gold Standards of The Ritz-Carlton.
Responsibilities
- 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.
- 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.
- 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.
- Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
Requirements
- 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.
Benefits
- Free Employee Duty Meals
- Free breakfast cereal, coffee and tea throughout the day
- Discounts on hotel rooms and food and beverage with Marriott International
- Discounts on retail venues around the location
- Paid Birthday Leave
- Sabbatical Leave
- Paid Parental Leave
- Recognition and wellbeing programs
- Training and Career Development opportunities within an international brand
- Employee activities and celebrations throughout the year
