Club Front Desk Guest Experience Job at Marriott Bonvoy (Lake Tahoe)

Job Description

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

Job Responsibility

Assist members and guests with the pre-arrival process, arrival/check-in, member activities/experiences, problem resolution and member departure/check-out
Conduct pre-calls to arriving members, make pre-arrival arrangements, grocery orders, amenity orders, and handle any other member arrival requests
Review and log preferences/traces in computer system
Contact members for pre-departure calls
Handle Front Office duties, including check-in/check-out, prepare arrival packets and departure folios, perform audit checklists, prepare and distribute welcome packages, process billing and perform administrative duties
Respond to requests for visitor information, special arrangements, activities or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers
Respond to special requests from members/guests with unique needs and follow up to promote satisfaction
Gather, summarize, and provide information about the property and the surrounding area amenities, including special events and activities
Answer, record, and process all calls, messages, requests, questions, or concerns
Contact appropriate individual or department (e.g., Engineer, Bellperson, Housekeeping) as necessary to resolve call, request, or problem
Understand and assist with reservation services
Assist with Bell/valet services for owners when requesting their vehicles
Perform Lobby Ambassador tasks
Review shift logs/daily memo books and document pertinent information in computer system and logbooks
Report any incidents, accidents, injuries, and unsafe work conditions to manager
and complete safety training and certifications
Follow all company policies and procedures, ensure uniform and personal appearances are clean and professional, maintain confidentiality of proprietary information, and protect company assets
Welcome and acknowledge all members and guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank others with genuine appreciation
Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette
Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees
Comply with quality assurance expectations and standards
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

Requirements

High school diploma or G.E.D. equivalent
At least 1 year of related work experience

Nice to have

Customer Service Or Front Desk Experience Preferred
Prefer Day And Weekend Shift

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Club Front Desk Guest Experience

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