Call Center Agent

POSITION SUMMARY

Answer, record, log, and process all guest calls, requests, questions,
or concerns. Operate telephone switchboard station. Process guest requests
for wake-up calls, screening calls, do not disturb, call forwarding, conference
calls, TDD relay calls, and non-registered guest calls. Advise guest of any
messages received. Monitor busy or unanswered lines, check back with callers
on hold to update status, and offer to take a message.

Receive, record, and relay messages accurately, completely, and legibly.
Activate/deactivate guest room message lights as appropriate. Instruct guests
on how to access the internet; transfer guests with problems to provider's
customer support line. Test communications equipment to ensure it works
properly. Respond to special requests from guests with unique needs.

Contact appropriate individual or department as necessary to resolve guest call,
request, or problem. Follow up with guests to ensure their requests or problems
have been met to their satisfaction. Dispatch bell staff or valet staff
as needed.

Follow all company policies and procedures; report
accidents, injuries, and unsafe work conditions to manager; 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; support team
to reach common goals. Comply with quality assurance expectations and standards.
Stand, sit, or walk for an extended period of time. Enter and locate information
using computers and/or POS systems. 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.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D.
equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License
or Certification: None

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.