PM/Overnight Front Desk Agent

The Ritz-Carlton Hotel Company, part of Marriott International, is a renowned global leader in luxury hospitality with more than 100 award-winning properties worldwide. Known for delivering exceptional service experiences that create lifelong memories for guests, The Ritz-Carlton prides itself on a culture that values creativity, thoughtfulness, and compassion among its associates. As a premier luxury hotel brand, The Ritz-Carlton continues to set the standard for rare and special luxury service by consistently focusing on excellence in guest care and comfort. This commitment to quality is embodied in the Gold Standards, a foundational set of principles including the Employee Promise, Credo, and Service Values that guide associates daily in providing gracious and thoughtful service.

Located at 1150 22nd St NW in Washington, D.C., this property offers an exciting opportunity to join a dedicated team committed to upholding these standards in a full-time non-management position. The role of Guest Services Associate is central to the guest experience, involving direct interaction with guests to ensure their check-in and check-out processes are smooth, efficient, and welcoming. Working in the Rooms and Guest Services Operations category, this position offers an hourly wage of $30.95, reflecting the importance of the role within the hotel’s operations.

As a Guest Services Associate, you will be responsible for processing all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys. Your duties will extend to handling various forms of payment including room charges, cash, checks, debit, or credit cards. During guest check-outs, you will resolve any late or disputed charges, ensuring accuracy and guest satisfaction. Additionally, you will be the first point of contact for guests' calls, messages, requests, questions, or concerns, demonstrating professionalism and courtesy at all times.

This role requires you to coordinate closely with Housekeeping to monitor room readiness, communicate parking procedures to guests and visitors, and dispatch bell or valet staff as needed. Providing guests with directions and information about the property and local areas is a key service element, enhancing the overall guest experience. You will also run daily reports on arrivals and departures, identify guest special requests, and verify the accuracy of these reports. Cash handling responsibilities include counting the bank at the start and end of shifts, balancing cash drawers, and preparing receipts in line with accounting procedures.

Safety and security are priorities at The Ritz-Carlton. You will be expected to follow all company safety policies, report any unsafe conditions or incidents, and maintain a professional appearance and confidentiality regarding proprietary information. Emphasizing positive guest interactions, you will welcome and acknowledge guests according to company standards, anticipate their service needs, accommodate individuals with disabilities, and express genuine appreciation at check-out.

Communication skills are essential, as you will frequently engage with guests and colleagues using clear, professional language and telephone etiquette. Building and maintaining positive working relationships internally supports a collaborative work environment. Compliance with quality assurance standards ensures the high level of service expected from The Ritz-Carlton brand. Physically, the role may require standing, sitting, or walking for extended periods and the ability to move or carry objects weighing up to 10 pounds.

Preferred qualifications for this role include a high school diploma or GED equivalent, with no prior related work or supervisory experience necessary, making this an excellent opportunity for individuals seeking to launch or develop a career in luxury hospitality. By joining The Ritz-Carlton team, you will become part of a globally recognized brand within Marriott International’s portfolio of esteemed names, benefiting from a supportive and empowering workplace culture that encourages personal and professional growth.