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PBX Operator (Guest Experience Agent)

Posted August 6, 2022

The Ritz-Carlton New York NoMad
New York, NY
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About This Job

Job Number

22056171

Job Category

Rooms & Guest Services Operations

Location

The Ritz-Carlton New York NoMad, 25 West 28th Street, New York, New York, United States VIEW ON MAP

Schedule

Full-Time

Located Remotely?

N

Relocation?

N

Position Type

Non-Management

Job 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.

Job description subject to property modifications and job duties.

This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

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About this Employer

The Ritz-Carlton New York NoMad

1185 Broadway
New York, NY 10001

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NEW YORK, NEW YORK

SET IN THE HEART OF ONE OF NEW YORK'S MOST VIBRANT NEIGHBORHOODS, A LUXURY HOTEL EMBODIES THE AREA'S UNDERSTATED ELEGANCE.

A tight-knit enclave since Madison Park’s founding in the 1600s, the NoMad neighborhood is steeped in history but feels thoroughly modern, thanks to a plethora of high-profile restaurants and luxe high-rises. Set to open in late 2021, The Ritz-Carlton New York, NoMad will embody the spirit of the city, providing a gathering place in the heart of one of New York's most exciting areas.