ADDITIONAL INFORMATION

Job Number25115760
Job CategoryRooms & Guest Services Operations
LocationThe Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia, 3000
ScheduleFull Time
Located Remotely?N
Position Type Non-Management
As one of the Ladies and Gentlemen of The Ritz-Carlton, you are the most important asset in our service commitment to our guests. By joining us as an Overnight Guest Service Agent, we not only meet, but also exceed, our guests’ expectations - you embody the legendary service that makes us a leading luxury brand. A career at The Ritz-Carlton is filled with honesty, respect and the opportunity to grow your career.

Position Summary:

• Join our Ladies and Gentlemen and support the Front Office team with general operational tasks including Front Desk, Guest Experience and Concierge/Porter services.
• Be an expert on the luxury hotel and the surrounding area, know it inside and out to exceed guest expectations
• Operate telephone switchboard and respond to all guest enquiries, going above and beyond with each guest experience
• Assist with verifying and adjusting billing for guests whilst following up with guest questions and requests, focusing on attention to detail
• Check guest in and out using OPERA systems
• Conduct security checks across property
• Assist driving and parking cars when necessary
• Deliver bags and luggage’s of guest movements during the overnight period
• Build and strengthen relationships with existing and new guests collaborating other departments, exhibiting our legendary service and enabling future bookings
• Complete reservation administration tasks and offer general support to the team
• Make and update room reservation. Assign rooms according to guest requests and preferences whenever possible
• Support the overarching Rooms Division operations when appropriate and needed including Front Desk, Service Experience, Concierge/Bell & Club Operation

Position Summary:

• Join our Ladies and Gentlemen and support the Front Office team with general operational tasks including Front Desk, Guest Experience and Concierge/Porter services.
• Be an expert on the luxury hotel and the surrounding area, know it inside and out to exceed guest expectations
• Operate telephone switchboard and respond to all guest enquiries, going above and beyond with each guest experience
• Assist with verifying and adjusting billing for guests whilst following up with guest questions and requests, focusing on attention to detail
• Check guest in and out using OPERA systems
• Conduct security checks across property
• Assist driving and parking cars when necessary
• Deliver bags and luggage’s of guest movements during the overnight period
• Build and strengthen relationships with existing and new guests collaborating other departments, exhibiting our legendary service and enabling future bookings
• Complete reservation administration tasks and offer general support to the team
• Make and update room reservation. Assign rooms according to guest requests and preferences whenever possible
• Support the overarching Rooms Division operations when appropriate and needed including Front Desk, Service Experience, Concierge/Bell & Club Operations

About You:

• Experience with OPERA property management system or similar
• Relevant experience in a similar role
• Driver’s License is a requirement for the role
• Working rights in Australia
• Enthusiastic to escalate your career
• Self-motivated, driven and energized in a fast-paced environment
• Armed with smart solutions and a can-do attitude
• Attention to detail in all aspects of work
• Strong written and verbal communication skills
• Prior luxury hotel experience would be preferable

Our Benefits:

• Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
• Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
• Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
• Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program
• Opportunity to receive Employee Referral Incentives and get paid for working with your friend
• Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
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.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.