Job overview

1. Verify all reservation information with callers to ensure accuracy.
2. Accommodate and document special requests in an accurate and efficient manner.
3. Determine the most appropriate room type to meet guest requirements and maximize room rate.
4. Explain guarantee and cancellation policies to callers.
5. Describe room accommodations and benefit feature sale amenities to guests.
6. Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
7. Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
8. Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
9. Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
10. Follow “up selling” techniques and sales strategies in order to maximize property revenue.
11. Identify repeat guests using appropriate codes.

Education

• High school diploma/G.E.D. equivalent

Related Work Experience

• At least 1 year of related work experience
• English Language level - not lower than upperintermidiate

Recognized as “the gold standard” of hospitality, The Ritz-Carlton selects only the most passionate and skilled hospitality professionals. And 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.

Join The Ritz-Carlton Ladies and Gentlemen. The Art and Soul of Hospitality.