Sage Hospitality Group
Guest Relations Agent - The Ritz-Carlton
Sage Hospitality Group, Chicago, Illinois, United States, 60290
Overview
Guest Relations Agent - The Ritz-Carlton, Chicago. Base pay range: $24.00/hr - $26.00/hr. Recognized as the gold standard of hospitality, The Ritz-Carlton selects hospitality professionals who reflect the values of the world’s finest luxury brand. You will work in a diverse environment and help bring special moments to life for guests and colleagues. Responsibilities
Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and directions within the hotel. Enhance the guest experience by contacting guests prior to arrival and establishing guests’ requests and preferences. Provide directions and information regarding property amenities, services, hours of operation, and local areas of interest. Coordinate with appropriate departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) to resolve guest calls, requests, or problems. Follow up with guests to ensure requests are met. Receive, record, and relay messages accurately and completely. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. Provide a warm welcome to arriving guests and a fond farewell to departing guests or visitors. Escort guests from the main elevators to the front desk; assist guests with luggage during escort. Provide a personal escort to guests seeking a particular meeting room or outlet. Engage guests who are in line to check in or out of the hotel. Obtain arriving guests by name and introduce them to the Front Desk agent who will assist with check-in. Assist guests when queues form for elevators and engage guests in pleasant conversation. Anticipate guests’ needs and offer proactive assistance. Ensure toy cart and popcorn cart are stocked; coordinate prosecco for Friday and Saturday for arriving guests. Assist with check-in and checkout procedures during high-volume times. Record guest preferences in GXP (empower). Prepare and coordinate special amenities for notable guests; ensure all complimentary and paid amenities are placed in the room prior to arrival. Maintain knowledge of the hotel product, room types, F&B facilities, spa and health club, catering events, and general city information. Maintain guest preferences and notes, especially for repeat and notable guests. Write welcome cards and distribute daily reports in a timely manner. Coordinate with F&B and Housekeeping regarding special amenities for guests celebrating occasions. Provide assistance to other departments to improve department and hotel performance. Follow safety and security procedures and report suspicious activity as required. Operate PBX equipment by answering incoming calls promptly, scheduling wake-up calls, and paging guests as needed. Complete any other reasonable tasks requested by management or guests. Answer all email requests and voicemails promptly. Attend morning meetings highlighting arriving guests. Qualifications
Education/Formal Training: High School diploma or equivalent. Experience: 1-2 years in a similar or customer service-oriented role; hospitality experience preferred. Knowledge/Skills: High school graduate-level mathematical aptitude; knowledge of cash handling procedures and computerized cash register systems; experience dealing with the public; fluent in oral and written English; ability to read and interpret written information; excellent dexterity for keyboard and filing tasks; ability to follow verbal/written instructions and multitask; strong verbal and written communication skills; tact and composure in handling customer service challenges; highly organized with attention to detail. 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. 90% of shift standing; frequent bending and kneeling when filing. Mobility to reach all areas of the hotel to assist guests. Occasional standing; occasional lifting of files and office items up to 25 lbs. Environment
Prolonged standing at indoor, climate-controlled workstations under fluorescent lighting. Work inside 95% of the time. Benefits: Medical, dental, and vision insurance; 401(k) with employer matching; health savings and flexible spending accounts; basic life and AD&D insurance; Employee Assistance Program; hotel and restaurant discounts. Seniority level: Entry level Employment type: Full-time Job function: Management and Administration Industries: Hospitality
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Guest Relations Agent - The Ritz-Carlton, Chicago. Base pay range: $24.00/hr - $26.00/hr. Recognized as the gold standard of hospitality, The Ritz-Carlton selects hospitality professionals who reflect the values of the world’s finest luxury brand. You will work in a diverse environment and help bring special moments to life for guests and colleagues. Responsibilities
Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and directions within the hotel. Enhance the guest experience by contacting guests prior to arrival and establishing guests’ requests and preferences. Provide directions and information regarding property amenities, services, hours of operation, and local areas of interest. Coordinate with appropriate departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) to resolve guest calls, requests, or problems. Follow up with guests to ensure requests are met. Receive, record, and relay messages accurately and completely. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. Provide a warm welcome to arriving guests and a fond farewell to departing guests or visitors. Escort guests from the main elevators to the front desk; assist guests with luggage during escort. Provide a personal escort to guests seeking a particular meeting room or outlet. Engage guests who are in line to check in or out of the hotel. Obtain arriving guests by name and introduce them to the Front Desk agent who will assist with check-in. Assist guests when queues form for elevators and engage guests in pleasant conversation. Anticipate guests’ needs and offer proactive assistance. Ensure toy cart and popcorn cart are stocked; coordinate prosecco for Friday and Saturday for arriving guests. Assist with check-in and checkout procedures during high-volume times. Record guest preferences in GXP (empower). Prepare and coordinate special amenities for notable guests; ensure all complimentary and paid amenities are placed in the room prior to arrival. Maintain knowledge of the hotel product, room types, F&B facilities, spa and health club, catering events, and general city information. Maintain guest preferences and notes, especially for repeat and notable guests. Write welcome cards and distribute daily reports in a timely manner. Coordinate with F&B and Housekeeping regarding special amenities for guests celebrating occasions. Provide assistance to other departments to improve department and hotel performance. Follow safety and security procedures and report suspicious activity as required. Operate PBX equipment by answering incoming calls promptly, scheduling wake-up calls, and paging guests as needed. Complete any other reasonable tasks requested by management or guests. Answer all email requests and voicemails promptly. Attend morning meetings highlighting arriving guests. Qualifications
Education/Formal Training: High School diploma or equivalent. Experience: 1-2 years in a similar or customer service-oriented role; hospitality experience preferred. Knowledge/Skills: High school graduate-level mathematical aptitude; knowledge of cash handling procedures and computerized cash register systems; experience dealing with the public; fluent in oral and written English; ability to read and interpret written information; excellent dexterity for keyboard and filing tasks; ability to follow verbal/written instructions and multitask; strong verbal and written communication skills; tact and composure in handling customer service challenges; highly organized with attention to detail. 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. 90% of shift standing; frequent bending and kneeling when filing. Mobility to reach all areas of the hotel to assist guests. Occasional standing; occasional lifting of files and office items up to 25 lbs. Environment
Prolonged standing at indoor, climate-controlled workstations under fluorescent lighting. Work inside 95% of the time. Benefits: Medical, dental, and vision insurance; 401(k) with employer matching; health savings and flexible spending accounts; basic life and AD&D insurance; Employee Assistance Program; hotel and restaurant discounts. Seniority level: Entry level Employment type: Full-time Job function: Management and Administration Industries: Hospitality
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