Residences Guest Service Coordinator - Overnight*

Job description

POSITION SUMMARY

Guest Service Coordinator - Overnight

Anticipate and respond to Residence owners' and their guests' requests for visitor information, special arrangements, or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Anticipate and respond to special requests from Residence owners and their guests with unique needs and follow up to promote satisfaction. Research, gather, summarize, and provide information to Residence owners and their guests about their unit, the property, the surrounding area amenities, including special events and activities and any other local service providers as may be required. Monitor, verify authorization and announce all visitors, contractors, etc. before permitting access to private residences and implementing key track system. Answer, record, and process all calls, messages, requests, questions, or concerns. Contact and coordinate appropriate individual or department (e.g., Engineer, Bell person, Housekeeping) as necessary to resolve call, request, problem or inspection findings. Coordinate Bell/Valet services for owners/guests for their vehicles/luggage and/or perform such services (parking vehicles/transporting luggage) as needed or on solo shift. Conduct Vacant Unit inspections and nightly steward trash garbage containers. Perform and ensure all Lobby Ambassador tasks are carried out. Review shift logs/daily memo books and document pertinent information in logbooks. Coordinate and communicate accordingly on all internal and external services with the respective service providers and the Residence Owners and their guests. Report any incidents, accidents, injuries, and unsafe work conditions to manager. Successfully complete all service and safety training and certifications. This position is exclusively Overnight position (11pm – 7am) with occasional support to early PM/AM shift as needed.

Job Requirements:
•    Excellent verbal and written communication skills in English
•    Excellent Customer Service skills with at least one (1) year experience in luxury hospitality
•    Excellent interpersonal skills with demonstrable ability to anticipate needs of discerning clientele
•    Excellent problem resolution skills with experience and demonstrable ability to remain positive and calm under pressure
•    Maturity with high sense of discretion and ability to maintain confidentiality
•    Ability to work with minimal supervision and to coordinate and assist other members of a team
•    Computer literate with experience in use of Microsoft Outlook, PowerPoint & Word and ability to quickly learn several industry custom software
•    Able to work in shifts over Mon-Sun including evenings and public holidays
•    Must be 25 years or older due to Corporate Insurance Policy and Hold a valid Cayman Islands driver’s license. In addition, the candidate has to be able to drive both manual and automatic cars.

Serve Residence owners and their guests by responding to personal instructions, requests, and arrangements. Uphold the highest levels of hospitality, safety, and security to our Residence owners and their guests. Accommodate Residence owners and their guests by furnishing information about the property and the surrounding area amenities, including venues on the campus, events, activities, hotel restaurant outlets, as well as local restaurants. Answer, record and process all Residence owners’ calls, messages, requests, questions or concerns, and contact appropriate department (e.g. Engineering, Housekeeping) as necessary. Review shift pass-ons or daily memo books and register pertinent information in system (e.g., BuildingLink). Maintain Residences Rules and Regulations of Residence owners and their guests, including Residence owners’ unit information, authorizations, system updates, as well as taking ownership and accountability of all on-site vendor interactions, authorizations and insurance requirements.

Welcome, acknowledge and thank Residence owners with genuine appreciation and provide a fond farewell. Ensure uniform, nametags, and personal appearance are clean, professional, and in compliance with company standards. Anticipate and address Residence owners’ service needs, assist individuals with disabilities, accommodate Residence owners’ and their guests’ requests while focusing on safety and security at all times. Speak with others using clear and professional language, prepare and review written documents accurately and completely and answer telephones within 3 rings using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, listen and respond appropriately to the concerns of other departments. 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. Execute other reasonable job duties as requested.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by 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.