Telecommunication Agent - The Ritz-Carlton
About The Position
The Ladies and Gentlemen in our telecommunications role are the voice of The Ritz-Carlton, creating exceptional first impressions with every interaction. They respond promptly and professionally to guest inquiries, internal communications, and emergency situations while anticipating the expressed and unexpressed needs of our guests. Through exceptional communication, attention to detail, and a genuine commitment to service, they connect guests with the resources they need and create memorable experiences that inspire loyalty for life. 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.
Requirements
- High school education or equivalent experience.
- Previous experience in similar position of 1 year or longer.
- Excellent hearing required to clearly hear the guest.
- Moderate vision required to read the computer screen and the guest registration rack.
- Excellent speech communication skills required to clearly understand the operator.
- Moderate comprehension and literacy required to ensure calls are directed properly and messages are taken accurately.
- Carrying up to 25 lbs. of various office equipment.
- Bending/kneeling -to obtain reports and for 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.
Responsibilities
- Answer all incoming calls promptly in the prescribed manner and take charges on incoming collect calls.
- Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
- Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
- Courteously answer inquiries and accept reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Follow through in resolving guest problems and/or requests courteously and accurately.
- Process and file check-in and check-out slips in a timely, efficient manner.
- Prepare wake-up sheets/ set wake-up clock; record the guest's name and room number under the wake-up time requested and repeat the information back to the guest to ensure proper handling of wake-up calls in the morning.
- Sort and process guest related mail in a quality manner in accordance to established procedures.
- Maintain the fax machine, sort and receive guest faxes and process appropriate charges to ensure revenues are collected and guests are satisfied.
- Handle all emergencies according to established procedures.
- Maintains a friendly, cheerful and courteous demeanor at all times.
- Performs other duties as assigned, requested or deemed necessary by management
Benefits
- Marriott Discount
- Sage Hotel Discounts Across the US
- Medical, Vision, & Dental Insurance
- Referral Bonus Eligible
- Access to the Sage Savings Spot (Beneplace)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
