Guest Service Representative
The Ritz-Carlton
Salary undisclosed
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Description
POSITION SUMMARY
Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. Operate telephone switchboard station. Respond to and resolve guest requests, including wake-up call requests. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Review shift logs/daily memo books and document pertinent information in logbooks. Process all payment types such as room charges, cash, checks, debit, or credit. Count and secure bank. Complete end-of-day activities including posting charges to accounts, completing cashier and closing reports, running night audit backup, and roll the date. Print and fold folios and ensure that they are placed under each guest room door the night before check-out.
Follow all company safety and security policies and procedures, and report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, and maintain confidentiality of proprietary information. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others and listen and respond appropriately to the concerns of other employees. Read and visually verify information in a variety of formats (e.g., small print). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. 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
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About this role
At The Ritz-Carlton's Philadelphia property, this full-time front desk role puts you at the center of guest interactions from arrival through departure. You'll manage check-ins by verifying reservations and processing payments, operate the telephone switchboard, and handle the range of requests that come through during a shift—from wake-up calls to special accommodations. The position also involves substantial back-office work: running daily reports on arrivals and departures, posting charges, completing cashier reconciliation, and preparing folios for the next day's checkouts.
The job demands strong attention to detail, comfort with multiple payment systems and computer entry, and the ability to stand and move throughout your shift while handling tasks that require fine motor coordination. You'll need to read small print accurately, process information quickly, and manage competing priorities across guest-facing and administrative responsibilities. The role calls for genuine hospitality—welcoming guests warmly, anticipating their needs, and maintaining professional communication with both guests and colleagues.
This is an entry-level position requiring only a high school diploma or equivalent; no prior hospitality experience is necessary. If you're organized, detail-oriented, comfortable with technology, and genuinely interested in delivering service at a luxury hotel standard, this could be a solid starting point in the industry.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Guest Service Representative postings in Philadelphia, and analyze any offer before you accept it.
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