At Your Service Supervisor
The Ritz-Carlton
Salary undisclosed
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Description
POSITION SUMMARY
Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages. Activate and deactivate guest room message lights. Transfer guests with internet access issues to internet service provider's customer support line. Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation. Supply guests with directions and property information.
Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model. Follow 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 guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards. Enter and locate information using computers/ POS systems. Stand, sit, or walk for an extended period of time. 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.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: At least 1 year of 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
The At Your Service Supervisor role at The Ritz-Carlton Mexico City is the operational hub of guest communications—you'll manage all incoming calls, requests, and concerns while ensuring each interaction reflects the property's service standards. This means answering the switchboard, processing guest requests, coordinating with departments to resolve issues, following up on outstanding matters, and documenting everything in the system. You'll also handle billing verification, assist with various calling services, and provide guests with property information and directions.
Beyond call handling, this position carries supervisory responsibility. You'll help train, schedule, and coach team members, model departmental standards, and support management in maintaining service quality and staff performance. The role requires comfort with extended periods on your feet or seated, strong communication skills, and the ability to work accurately with computer systems and POS platforms while managing multiple priorities in a fast-paced environment.
Ideal candidates will have at least one year of relevant experience in a guest services or similar role, plus one year of supervisory or team leadership experience. A high school diploma or equivalent is expected. This is a full-time, in-office position in Mexico City.
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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 At Your Service Supervisor postings in CDMX, and analyze any offer before you accept it.
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