Agent-At Your Service
The Ritz-Carlton
Salary undisclosed
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Description
POSITION SUMMARY
Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. 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 support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; 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 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: 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. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.
About this role
The Agent-At Your Service role at The Ritz-Carlton's San Francisco property is a multi-channel guest communication hub. You'll handle incoming calls, emails, chats, and mobile requests—answering questions, logging issues, and coordinating with hotel departments to resolve guest needs. The work also includes operating the switchboard, processing room service orders, providing information about amenities and local attractions, and troubleshooting technology access for guests.
This is an in-office, full-time position that demands strong organizational skills, clear communication, and the ability to manage multiple requests simultaneously while maintaining the Ritz-Carlton's service standards. You'll spend most of your shift at a desk or station, handling administrative tasks like data entry and message relay alongside real-time guest interaction. The role suits someone detail-oriented and patient who can prioritize competing demands and follow through on commitments to guests.
No prior hospitality experience is required—a high school diploma or equivalent is the only formal qualification listed. If you're reliable, professional, and genuinely interested in helping guests solve problems and enjoy their stay, this could be a solid entry point into hotel operations.
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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 Agent-At Your Service postings in San Francisco, and analyze any offer before you accept it.
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