Guest Experience Coordinator

The Ritz-Carlton, located at 1515 W 3rd St, Cleveland, Ohio, is an esteemed luxury hotel brand recognized worldwide for its exceptional service and commitment to creating unforgettable guest experiences. As part of the Marriott International portfolio, The Ritz-Carlton upholds the highest standards of quality and luxury, consistently delivering rare and special hospitality that resonates long after a guest's stay. Known for its elegant accommodations, impeccable service, and sophisticated atmosphere, this hotel caters to discerning travelers seeking a blend of comfort, class, and personalized care. Marriott International, the parent company, is a global leader in the hospitality industry with more than 100 award-winning properties around the world, renowned for fostering inclusive workplace environments and valuing the unique backgrounds and talents of its associates. The company strongly adheres to principles of equality, diversity, and non-discrimination, promising a supportive, dignified, and dynamic workplace culture for its team members.

This Full-Time, Non-Management position focuses on delivering exceptional guest services within the Sales and Marketing department of The Ritz-Carlton Cleveland. The role pays $24.92 per hour and is centered on enhancing the experience of frequent Rewards Elite member guests by facilitating superior hospitality in several key operational areas, including Reception Desk, Pre-Arrival, Lobby Greeter, and Arrival Experience operations. The individual in this role plays a pivotal part in generating business travel leads, supporting customer service events, and promoting loyalty in the business travel segment, all while strengthening the hotel’s brand presence both internally and externally. This is a dynamic, guest-facing role that demands a professional, courteous demeanor, excellent communication skills, and the ability to engage positively with guests and colleagues alike.

Key responsibilities include following company policies and maintaining a professional appearance, protecting company assets, and ensuring confidentiality. The position requires greeting guests warmly according to company standards, anticipating their needs with genuine appreciation, and efficiently handling communications through telephones and interaction with staff and guests. Moreover, the role involves maintaining positive working relationships, complying with quality assurance standards, and managing physical demands such as standing, sitting, and moving objects up to 10 pounds. The employee must be adept at using computers and point of sale systems to access work-related information and perform various job duties as necessary.

The Ritz-Carlton emphasizes its Gold Standards—Foundational principles including the Employee Promise, Credo, and Service Values—that guide every team member to provide gracious and thoughtful service daily. The culture at The Ritz-Carlton is designed to empower its employees to be creative, thoughtful, and compassionate, thereby creating excellent guest experiences and professional growth. By joining The Ritz-Carlton, employees are not only stepping into a role at a premier luxury hotel but also becoming part of a global team that supports their development and success. The hotel encourages a proud and motivated workforce where individuals can begin a purposeful career and become the best version of themselves, contributing to the legacy of excellence that defines The Ritz-Carlton brand worldwide.