Front Office Agent

About the Role

As a Front Office Agent at The Ritz-Carlton Hotel Company, L.L.C., you will embody the "Gold Standards" of The Ritz-Carlton, delivering gracious and thoughtful luxury service daily.

Key Responsibilities

• Process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys.
• Process all payment types, including room charges, cash, checks, debit, or credit.
• Process all check-outs, including resolving late and disputed charges.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Coordinate with Housekeeping to track room readiness 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 the property and local areas of interest.
• Run daily reports (e.g., number of arrivals, departures), identify 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 the bank at the beginning and end of the 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 a manager.
• Follow all company policies and procedures.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information and 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.

Requirements & Tech Stack

• Computer system (for reports and transactions)

Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience required.
• Supervisory Experience: No supervisory experience required.
• License or Certification: None.