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Marriott Front Office Agent in Cayman Islands

Job Number 21139723

Job Category Rooms & Guest Services Operations

Location The Ritz-Carlton Grand Cayman, P.O. Box 32348, Grand Cayman, Cayman Islands, Cayman Islands

Brand The Ritz-Carlton

Schedule Full-Time

Relocation? N

Position Type Non-Management

Located Remotely? N

At more than 80 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. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Front Office Agent

Process all guest check-ins, check-outs, room assignments/ Pre-register designated guests and prepare key packets, room change/late check-out requests, activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests, and secure payment. Coordinate with Housekeeping to track room status and guest concerns. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations, review out-of-order rooms daily. Arrange transportation for guests/visitors, process all payment types, vouchers, paid-outs, charges, and provide change.

Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction.

The ideal candidate will have:

  • Experience in a Four or Five-Diamond quality hotel is preferred.

  • Knowledge in property management systems like Opera or Fidelio is highly desirable and technical proficiency in Microsoft applications is required.

  • Previous customer service experience in a high volume setting required

  • The ability to problem solve, and provide exceptional service

POSITION SUMMARY

Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. 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 by Supervisors.

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.

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