Guest Relations Agent - The Ritz-Carlton

Iconic architecture, a thriving culinary scene, beautifully landscaped public spaces, and an array of museums are just part of what draws visitors to the Windy City. At The Ritz-Carlton, Chicago, a luxury hotel set atop Water Tower Place in the historic Gold Coast, guests will have every chance to explore the city, from shopping along Michigan Avenue to viewing famous works at the Art Institute. Yet with our hotel’s spa, rooftop lounge, locally inspired restaurant, indoor lap pool and spacious accommodations overlooking the city, guests may not want to leave the premises.

Recognized as the gold standard of hospitality, The Ritz-Carlton selects only the most passionate and skilled hospitality professionals. As one of our Ladies and Gentlemen, you will reflect the values that make us the world’s finest luxury brand. Here, in a diverse environment where individual aspirations are fulfilled and quality of life is enhanced, you will be inspired to work alongside your fellow employees to bring special moments to life for our guests and each other.

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and directions within the hotel. Guest Relations enhances the guest overall experience by contacting guests prior to arrival and establishing guests requests and preferences.
Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. 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 fond farewell to departing guests or visitors
▪ Escort each guest from the main elevators to the front desk, Assist guests with luggage while escorting
▪ Provides a personal escort to guests who are looking for a particular meeting room or outlet.
▪ Engages guests who are in que to check in or out of the hotel
▪ Obtain each arriving guest by name, introduce to FD agent who will assist with check in.
▪ Assists guests when ques form for elevators and engages guests in pleasant conversation to pass the time
▪ Anticipates guests need by approaching guests proactively and offering assistance
▪ Ensures Toy cart is fully stocked
▪ Responsible for keeping Popcorn cart cleaned and stocked
▪ Responsible for coordinating prosecco every Friday and Saturday for all arriving guests
▪ Assists with check-in and checkout procedures at the front desk during high volume times
▪ Records guest preferences in GXP (empower)
▪ Prepares and coordinates special amenities for all notable guests
▪ Ensures all complimentary and paid amenities are placed in the room prior to the guest’s arrival
▪ Have excellent knowledge of the hotel product, room types, food and beverage facilities, spa and health club, catering events and common general information of the city.
▪ Responsible of maintaining, recording and upkeep of guest preferences and interests, especially of repeat guests and Notable guests.
▪ Responsible for writing all welcome cards
▪ Responsible that all daily reports are distributed in a timely manner
▪ Coordinate with F&B and HSK regarding special amenities for guests who are celebrating special occasions
▪ Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel

▪ Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
▪ Operates the PBX equipment by answering all incoming calls promptly, in a attentive, courteous and efficient manner. Scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
▪ Comply with any other reasonable tasks requested by management and any reasonable guest requests made by guests.
▪ Answer all email requests and voice mail in a timely manner
▪ Attends morning meetings, highlighting arriving guests

Education/Formal Training

High School diploma or equivalent

Experience

1-2 years in similar or customer service oriented role required, hospotialty expereince preferred.

Knowledge/Skills

Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in oral and written English.
Must have vision ability to read written communiques and monochrome computer screen.
Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

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 is standing, Bending/kneeling - repeated bending and kneeling required while filing.
• Mobility - must be able to reach all areas of hotel to assist clients.
• Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

Medical, dental, & vision insurance

Eligible to participate in the Company’s 401(k) program with employer matching

Health savings and flexible spending accounts

Basic Life and AD&D insurance

Employee Assistance Program

Great discounts on Hotels, Restaurants, and much more

$24 - $26/hourly