Guest Relations Coordinator

The Ritz-Carlton, located at 1 Ritz Carlton Dr, Dana Point, California, is a luxury hotel brand under Marriott International known worldwide for its exceptional guest services and commitment to creating memorable and distinguished experiences. With over 100 award-winning hotels globally, The Ritz-Carlton is synonymous with luxury, impeccable service, and attention to detail. The establishment prides itself on upholding the 'Gold Standards,' which include the employee promise, credo, and service values that guide daily operations and define the guest experience.

This role is full-time and non-management, offering a competitive hourly pay rate of $28.85. The position is centered on pivotal guest service responsibilities that ensure all guests receive an unrivaled level of attention and care during their stay. The successful candidate will act as a liaison, providing directions and detailed information to guests about hotel amenities, services, service hours, and local areas of interest. Acting as a central resource, the incumbent will contact appropriate departments such as Bell Services, Front Desk, Housekeeping, Engineering, Security, or Loss Prevention to address guest inquiries or resolve issues efficiently.

The role requires attentiveness to guest satisfaction, including follow-ups to confirm that guest requests or concerns have been fully resolved to their satisfaction. Incoming messages must be received, logged, and relayed accurately and clearly. Additionally, attention to guests with exceptional needs or VIP arrivals is essential, ensuring they receive appropriate attention and amenities. Upholding company policies and procedures is mandatory, including reporting accidents, injuries, and unsafe work conditions as well as maintaining a professional appearance and confidentiality of proprietary information. This role demands courteous and professional communication skills, including telephone etiquette and clear interaction with colleagues and guests alike.

The position also requires teamwork, supporting colleagues to achieve common goals while maintaining positive work relationships. Candidates must adhere to quality assurance expectations and may be involved in recommending innovative ideas, technologies, or processes aimed at improving efficiency, productivity, quality, safety, or cost savings for the organization. Physical requirements include the ability to stand, sit, or walk for prolonged periods and the capability to move or transport objects weighing up to 10 pounds. Additional reasonable duties may be assigned by supervisors.

The Ritz-Carlton is dedicated to fostering a diverse and inclusive work environment where all associates feel valued and welcomed, regardless of disability, veteran status, or any other protected characteristic. They also consider qualified applicants with criminal backgrounds in accordance with applicable laws. Joining The Ritz-Carlton team means becoming part of a global family where you can perform at your best, pursue your purpose, and develop into your best self while contributing to a prestigious brand recognized for luxury hospitality.