Marriott International
posted 2 months ago
Full-time - Entry Level
51-100 employees
Accommodation
About the position
The Guest Experience Expert plays a crucial role in ensuring exceptional service and hospitality at The Ritz-Carlton, located on the beautiful Elizabeth Quay waterfront. This position involves managing guest interactions, providing information about the property and local attractions, and ensuring a seamless check-in and check-out process. The expert is responsible for maintaining the club lounge and delivering high-quality service to enhance the overall guest experience.
Responsibilities
- Operate telephone switchboard to answer calls and monitor busy or unanswered lines.
- Answer, record, and process all guest calls, requests, questions, or concerns.
- Contact appropriate departments to resolve guest issues or requests.
- Provide guests with directions and information about property amenities and local attractions.
- Greet guests warmly and engage them in conversation about their stay and services.
- Process guest check-ins and check-outs, confirming reservations and issuing room keys.
- Coordinate with Housekeeping to track room readiness for check-in.
- Process various payment types and resolve any billing disputes.
- Respond to guest requests for special arrangements or services, such as transportation or reservations.
- Monitor club lounge for seating availability and guest wellbeing, maintaining cleanliness and service standards.
Requirements
- Responsible Service of Alcohol certification from a nationally accredited training provider (RSA).
- I'm Alert Food Safety Certification from the City of Perth.
- Experience in a customer service role is preferable.
- A passion for customer service is essential.
- 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, and Paid Parental Leave
- Recognition and wellbeing programs
- Training and Career Development opportunities within an international brand
- Employee activities and celebrations throughout the year
