Front Of House Internships - The Ritz-Carlton, Abama at Marriott International

Posted 1 week ago

Job Description:

 

  • Works with the team to improve collaboration and the use of best practices from internal platforms.
  • Provide a warm welcome to arriving guests/employees using Ritz-Carlton Standards of Service, receive luggage and bring guests to reception. Address guests service needs in a professional, positive, and timely manner.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Actively listen and respond positively to guest/employees questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, GuestVoice, GXP) to resolve issues, delight, and build trust.
  • Thank guests/employees with genuine appreciation and provide a fond farewell. Assist other employees to ensure proper coverage and prompt guest service.
  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
  • Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
  • Follow up with guests to make sure their requests or problems have been met to their satisfaction.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  • Anticipate guests service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Deliver guest luggage to guest room with or without guest. Familiarize guest with room and amenities and functions within. Provide buggy service to locations around the property.
  • Provide a fond farewell to departing guests using Ritz-Carlton Standards of Service and bring luggage from guest room down to reception for check out.
  • Create “Wow Stories” for guests by writing cards for birthdays, anniversaries, etc., as well as organizing personalized amenities for rooms for arrivals.