POSITION SUMMARY
Answer record and process all guest requests questions or concerns via telephone email chat and mobile communication devices. Operate telephone switchboard process guest requests for wake-up calls and connecting and directing calls to the appropriate extension. Receive record and relay messages accurately. Log all guest requests or issues into computer contact appropriate individual or department (e.g. Bellperson Housekeeping) and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features property amenities and local areas of interest. May process room service orders answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards anticipate and address guests service needs assist individuals with disabilities and thank guests with genuine appreciation. Speak with others using clear and professional language and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand sit or walk for an extended period of time or for an entire work shift. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
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 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.
Notification to Applicants: The Ritz-Carlton Toronto takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act 2005 the Accessibility for Manitobans Act and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting our online application or an interview please call or email and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.
Guest Experience Expert (Call Centre) • Toronto, Ontario, Canada
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