Guest Experience Expert

• Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers
• Respond to special requests from guests with unique needs and follow up to ensure satisfaction
• Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities
• Keep hotel’s Ladies and Gentlemen and guests constantly updated, maintaining good relationships with outside vendors
• Discover and gather information about new local vendors and update the team accordingly
• Maintain a strong knowledge about local areas and ongoing events happening
• Answer, record, and process all guest calls, messages, requests, questions, or concerns
• Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem
• Ensure the ‘Gold Standards’ of The Ritz-Carlton are delivered graciously and thoughtfully

• A minimum of one year experience as concierge in a luxury 5-star hotel/resort required
• Available to work flexible hours including holidays and weekends
• Ability to stand for long periods of time
• Excellent guest problem resolution experience and skills essential in addition to the ability to remain positive and calm under pressure
• Enjoy interacting with guests, creating memorable experiences
• Must have an excellent telephone manner, verbal and written communication
• Positive, high attention to details and focused
• Ability to multi-task and take care of needs of multiple guests at the same time
• Excellent verbal and written communications skills in English
• Excellent guest service skills
• Strong knowledge of the Cayman Islands
• Strong planning, organizing and follow-up skills required with a focus on details
• Strong computer literacy (Microsoft Outlook, Word)
• Les Clefs d’Or membership preferred but not required

Les Clefs d’Or membership

• Opportunity to work in a luxury hospitality environment
• Non-discriminatory workplace
• Access to equal opportunity
• Inclusion in a prestigious team of hospitality professionals