concierge

guest service agent

loss prevention officer

front desk agent

host/hostess

The Ritz-Carlton

Before I started my Masters program in Hospitality and Tourism Management, I set the lofty goal of joining the Ritz-Carlton via their management training program (Voyage) after graduating.  

After completing my degree, I went through the lengthy hiring process and was offered a position in the field of my choice.

Despite two other offers which paid better and came coupled with a more attractive benefits package, I signed on with The Ritz-Carlton at a flagship property based off of the reputation for excellence that their Voyage program for Management Trainees carries.  

I currently rank this decision as the worst I have ever made in my entire life.  

The management training program for me boiled down to little more than a way for the company to find cheap, highly promising labor.  They are looking for managers who will act as robots, signing their life away into supporting a lie for corporate profits.  

My quality of life, since starting work with The Ritz-Carlton, has gone down hill significantly.

I'm sure the program was originally put together with the best of intentions.  My experience with the company revealed that the way individual hotel properties use some (or all?) of these management trainees is very different from how they are presented when I was a prospect of the program.

Busy work.  Terrible training.  Brand standards are not enforced.  Brand is not what it used to be.  Low and mid level management is paid poorly and it shows.  Within one hour of being on the job, several managers approached me and told me I had made a mistake.  One told me he would, "do everything he could to protect me and my career".  Management is like a revolving door and employees of the property constantly laugh about it.  

That being said, I was well received and liked by most, if not all, employees.

There were two other management trainees at my property when I started.  Both hated it and one has since quit.  I will be leaving the company as soon as I finish the program.  

The thing that makes my blood boil the most about the company is that one of my main responsibilities is to make up stats in order to propagate the many lies that currently keep the company (or at least the property at which I worked) successful.  

New upper level management at any company means that new programs and policies are put into place to increase company output, performance, etc.  It takes a long time for a company to evaluate whether or not a particular manager is effective.  One of my main job responsibilities at The Ritz-Carlton was to input completely made up stats in order to boost short term scores and make upper level management seem effective.  If a new manager's program can be shown to be marginally more effective than an old program, then the new manager stands to receive compensation and likely move up the career ladder.  The bulk of my responsibilities outside of busy work was to fake these stats.  Although I hated it, faking these stats was the only part of my job that took any skill or was remotely interesting.  I feared that if I did not fake these stats, I would be disciplined one way or another.

I could keep going for hours or even days with details but since nobody will likely read this information, I'm going to stop here.

Worst company I've ever worked for.  I can't believe I went back to graduate school for this.

 - Typical day at work consisted of clocking in, doing your daily activity log, distributing keys and radios to staff as they come in for their shifts while performing bag checks. Be on standby for any calls concerning security/safety concerns from staff and/or guests, patrol the property, write any reports on incidents that may have occurred on shift while making sure the director is aware of any medical calls or emergencies.

- There's not much I learned from the department other than how claims work within Marriott and how to protect the company's name. Report writing and investigative skills should be decent enough already while applying, otherwise it will be a somewhat difficult first three months of training.

- Management was inconsistent. It all starts from the top and trickles down to the department trainers. Leadership do have clear favorites that they would much rather keep around than competent LP's. With that being said, the Assistant Manager is a great guy that gets along well with the LPs but with the department lead constantly inserting himself or micromanaging, it's hard for the AM to be able to do what he needs to do as a leader. Anybody that has been a trainer in the department has their work cut out for themselves with the quality, or lack thereof, in most new hires due to poor judgement of character during the interview/hiring process. Leadership also does not care about their employees, unfortunately, and will throw you under the bus to save themselves.

- The culture is pretty much dog eat dog, which is promoted by leaders within the department. You can get along with your coworkers, but workplace comradery is hardly ever promoted and actually looked down upon if you have genuine friendships with coworkers. Leadership has outright said that they enjoy putting LPs at odds with each other. You constantly need to cover all your bases and make sure no mistakes can be traced back to you. It's a blame game that can create a toxic work environment.

- Hardest part of the job was dealing with leadership. Contradictory and inconsistent expectations along with micromanagement if you were not one of leadership's favorites. Another hard part of the job is feeling underappreciated by the company. As a first responder, on a much smaller scale, for the property, that needs to be CPR/First Aid/AED, security certified, and knowledgeable on OSHA laws, the compensation does not match the requirements. Leadership will also make you feel like you never do enough.

-The most enjoyable part of the job was getting to meet all of the employees on property. You are the first face they see when they come to work or the last face they see as they're leaving. It's a chance to leave a good impression on somebody who may come to rely on you in the future and build genuine networks. There was always something new happening every week as far as incidents as well.

The Ritz-Carlton Dallas Loss Prevention Department needs to clean house. There is a Loss Prevention Manager, a Morning Supervisor, a Night Supervisor, and about 13 other Loss Prevention Officers. The Director of Loss Prevention is the person who is supposed to be in charge of the manager, the supervisors, and all of the loss prevention officers. Sadly, the Director of Loss Prevention appoints to the Loss Prevention Manager and takes orders from the Loss Prevention Manager. I have been working for the Ritz-Carlton Dallas as a Loss Prevention Officer for nearly 10 years. The Loss Prevention Manager has been with the Ritz-Carlton Dallas for 13 years. From the 10 years I have been working for the Ritz-Carlton Dallas, there have been nearly 6 people in the Director of Loss Prevention role who have either been terminated, or have left on their own terms. There has also been nearly 50 Loss Prevention Officers who have been terminated, or have left on their own terms within the 10 years I have been working for the Dallas hotel. As long as the Loss Prevention Manager is running the show at the Ritz-Carlton Dallas, DO NOT, I REPEAT, DO NOT apply for the Director of Loss Prevention or the Loss Prevention Officer position at the Riz-Carlton Dallas. Even though you are the director, you will have to take orders and obey all of the orders given to you by the Loss Prevention Manager. There are also Loss Prevention Officers who sleep on duty but nothing is done about this. In fact, there are Loss Prevention Officers who show up to work 30 minutes, sometimes 45 minutes late EVERY SINGLE DAY for their shift. If you have a family and want to get off and go home on time, forget about it. You will work 13 hours and only be paid for 12 hours. As the Director of Loss Prevention or as a Loss Prevention Officer, you can also be fired for absolutely anything because the Loss Prevention Manager has been with the Dallas hotel for 13 years, runs the show, and if she doesn't like you, she will find a way to get rid of you. She is best friends with many people in the executive leadership roles and also best friends with members of the Human Resources department at the Ritz-Carlton Dallas. Just recently, the Director of Loss Prevention worked for the Ritz-Carlton Dallas for less than 3 months and he QUIT. The Ritz-Carlton Dallas needs to clean house, otherwise, the Loss Prevention Department will continue to suffer with a high turnover between Loss Prevention Officers and Directors. Unpaid overtime, wrongful termination, and retaliation are just a few legal issues that I can see in the near future from the Loss Prevention Department at the Ritz-Carlton Dallas. To avoid these legal issues from occurring, the corporate office needs to step in and do something about this department. I really hope the corporate office in Bethesda, Maryland reads this and takes action on this department at the Ritz-Carlton Dallas

On a daily basis, I am able to contribute to exceeding someone's expectations. This someone could be a business executive seeking new relationships or partnerships in a luxurious setting; a nervous gentleman who has spent the last several months putting together the perfect proposal; or it could include a rowdy group of coworkers celebrating the life and career of their boss for 30+ years. The possibilities are endless, and I have the ability to be a part of their memories. Fortunately, I work with a professional group of people that collaborate and contribute to making all of the above possible. However, the staff at this particular location is much too large for the size of the restaurant. When working exclusively for tips, the tip share directly affects your income. 
The foundation of the problem lies within management. They enjoy having a "hands-off" approach, allowing the service staff and captain (or maitre d'/sommelier/manager on duty) the freedom to go about their business without being micromanaged too extensively. This might sound like a breath of fresh air to some, but there must be some structure for any business to be successful and continue operating for several years down the road. The staff is all kept working until the very last guest leaves the restaurant. It keeps mothers from their children, often after midnight on week nights. I understand it is the industry in which they have decided to work, but there are many other ways to run the organization to keep moral levels up. We are lucky to have the staff in place to operate and succeed as we do. But the inconsistent environment and lack of leadership overshadows many of the enjoyable aspects. 
As a captain, I have been thrown into many situations that require instant problem solving capabilities, effective communicating and, once in a while, damage control. Often times these instances can elevate stress, but overcoming the challenges elevate me personally and professionally. When working with the public, you learn constantly. Everybody is different, which teaches you to have a multitude of approaches when building relationships, and especially trust, with complete strangers. Some people prefer solitude; others literally cannot stop talking about their last vacation spot (that I just have to go see! Tomorrow!). I am a people-oriented person, and I will continue to utilize that strength regardless of my next venture. I strive for more than this position was able to provide, but I look forward to fulfilling my ambitions while still keeping in touch with those lives I was able to impact while working for them (whether employees or guests of the restaurant).

1.) Every day starts with a line-up where we review the CTQ ("Commitment to Quality" or "Critical to Quality"; a tool borrowed from Six-Sigma). Before we proceed to our assigned roles. I have had multiple roles at the Ritz-Carlton and am proud of each and every one.
2.) I began as a Chef. I learned time management skills, culinary skills, improved my language and social skills, and had an amazing time. I believe my time spent cooking at the Ritz was one of the best years of my life. I met so many unforgettable people there (even my wife) If you want to experience new languages and cultures, The Ritz-Carlton is a perfect place for you. 
3) I worked as an "Engineer I" for about six months, the Managers accepted me as I was. I was green, had no knowledge of electricity or hand tools. They taught me everything I needed to know to do my job and loved every minute of it. By the time I left the property I had been in every single room of the hotel and worked on several major projects. It was a blast!
4) My last role at the Lake Tahoe Resort was as a Banquets Houseman. It was a very difficult and rewarding job. I learned how to manage my time effectively, how to interact with and engage with Guests, I had the opportunity to serve as a Banquets Server. Both of these positions are very financially rewarding but they demand a substantial amount of time and dedication. I was lucky that my wife and I worked there together or I may not have seen her as often. 
5) Management there is very understanding. I never had any trouble getting time off to spend time with my wife or visit family.
6) The hardest part of the job, honestly, was leaving. I still feel like I left a piece of myself behind in Tahoe. The Ritz-Carlton in Sarasota was similar, but it didn't feel like home like in Tahoe. I still had a great experience at the Ritz-Carlton Sarasota, and the management there is exceptional.
7) The Ritz-Carlton Culture was crafted and cultivated over time and it is apparent in everything they do. They are open, supportive, forgiving, logical, empathetic, and energetic. I always felt welcome at the Ritz, and I believe I always will.
8) Aside from the benefits, the pay, and the prestige; I think the most enjoyable part of my job was how I knew everything I did was not only improving myself, but the lives of our Guests as well. It was a wonderful experience and I would do it all over again in a heart beat.

In a typical day at work may happen everything, we have to patrol all areas of the property twice a day during 2 hours per officer, switching every 2 hours; assist guests with room access. Monitor Closed Circuit Televisions, perimeter alarm system, duress alarms, and fire life safety system. Lock property entrances when required. Conduct, clean and properly dispose bio-hazard situations. Respond to guest/employee accidents, contact EMS or administer first aid/CPR as required. Assist guests/employees during emergency situations. Notify appropriate individuals in the event of accidents, attacks, or other incidents. Defuse guest/employee disturbances. Call for outside assistance if necessary. Complete incident reports to document all Security/Loss Prevention related incidents. Handle all interruptions and complaints. Resolve safety hazard situations. Escort any unwelcome persons from the property without interrupting the orderly flow of property operation. Complete a Loss Prevention shift summary/daily activity report. Maintain confidentiality of all Security/Loss Prevention and property reports/documents; release information only to authorized individuals. Conduct investigations, interviews with relevant parties and gather evidence to present it to appropriate entities to support the corporate's investigation and make a solid case.

I have learned a lot from working in the hotel industry, for instance, I have learned how to provide an exceptional customer service to each and every guest, or knowing how to respond to emergency situations and provide the necesary assistance to any person who needs help.

The relationship with co-workers is great! By working with more than 400 employees, "teamwork" gets a new meaning and is one of the most important skills I have learned.

The hardest part of the job is when I have to deal with biohazards, when I have to work overnight, and when I have to work 64-72 hour per week.

The most enjoyable part of the job is when I have the opportunity to wow a guest, and I know that I have created a wonderful memory for that person. I believe that everytime I make a change in someone's day, is a great day for me.

What is the best part of working at the company?
This company opened doors for me at a time in my life when all other doors were being slammed in my face.  My 32+ year experience was challenging, rewarding, and yes, frustrating at times.  No workplace is perfect; let it suffice to say that the good far outweighed the bad.  I worked with and served people from around the world, all of whom represented the top performers in their respective fields of endeavor.  I learned a lot about human behavior and how to properly conduct myself.  You will deal with everyone from a top business executive or elite entertainer, to a drunk troublemaker or a homeless person.  The key to success being able to relate to everyone at their level.    The demands of this workplace are intense, the pace is fast, and excellence is expected.  Your schedule can be irregular.  However, the pay is fair, tips can be very generous, meals and uniforms are provided free of charge.  Perhaps most importantly, Hotel Leadership is fair, respectful, gracious, and inclusive.  I cannot think of a workplace where I have felt more "at home".  If you have an interest in the hospitality field, The Ritz-Carlton, based on my experience, is the place to be.

What is the most stressful part about working at the company?
Multiple and sometimes conflicting priorities.  Rotating schedules, resulting in lack of personal time and sleep.

What is the work environment and culture like at the company?
Environment is first-rate.  The public areas of the Hotel are beautiful.  I felt privileged to work there.  Even the "heart of house" (employee only) areas are kept clean and well maintained.  The culture is built on respect and kindness.  
Once in while, this ethos is not adhered to for one reason or another.  I could safely alert my bosses to any shortcomings without fear of reprisal.  

What is a typical day like for you at the company?
I would say there is no such thing as a "typical day".  Of course, my shift revolved around set duties/responsibilities and completing a task checklist.  But every day would involve an ever-changing cast of characters who have specific needs and wants.  I would agree the term "typical" applies, but only in the sense that every day you are aspiring to meet/exceed the expectation of your Guests and co-workers.

I was surprised at how much computer training was involved, but it was definitely needed and we were compensated for this time.

A typical day at work would be setting up at a cubicle, preferably by a window, signing on to the reservation system, and then begin receiving calls for hotel reservations.

I learned that this job wasn't just about making reservations, but was a job to book hotel rooms, in other words, we were in sales.  For instance, if someone called in on a New York Ritz-Carlton line inquiring about room availability, there was sometimes a dead silence when quoting rates of $1,000.00/night and up.  I became skilled in keeping the caller on the line by offering alternatives such as elegant Marriott Hotels in the same great location with rates that were much more economical, and to top it off, provided more services than the Ritz-Carlton they first inquired about.  

Management was topnotch. I loved my co-workers too, some of whom who had been students where I worked as an administrator.

The hardest part of the job was worrying about passing the "Monitors" which occurred once/month.  Sometimes I didn't pass due to not inquiring about flight information, wrapping up the reservation by not mentioning the city's name or perhaps not saying their name and repeating it one-letter-at-a-time. For example I might say Mr. Sagers, we (review reservation details such as arrival and departure dates), but not say we have you reserved as Howard Sagers, but NOT SAYING, "that's "S" as in Sam, "A" Apple, "G" George, "E" Echo, "R" Roger and "S" Sam."  I didn't worry about the anonymous "Monitors" due to my being 2nd or 3rd in sales, but that was an incorrect way of looking at it. Needless to say, I had the Monitor Protocol on my computer screen after not passing 2 monitors.

Talking to people from around the world was the most enjoyable aspect of the job; making them laugh, them making me laugh, ensuring that if they were having a special celebration that this information was given to the hotel, such as wedding anniversaries, birthdays, honeymoons etc.

I literally applied for any job possible to get my foot into the door and the hiring process was so quick and i got hired on the spot. Doesn't always happen that way but it did for me. The money is great and we get really great benefits. I have an issue with management, at least for me. i found out i was pregnant after two months of working there and it wasn't too bad my former supervisor was really there for me and cared for me had me leave home early when i came down with morning sickness all the time. As time went one managers didn't really seem to care i was pregnant would see me moving tables, carrying high chairs, carrying a lot of menus, just overall heavy lifting and no one would bat an eye not even servers who i would help clear tables and management wouldn't either. I only had my coworker who helped me constantly. i had to have a sit down with my manager and to remind him that i was pregnant and couldn't do any heavy lifting and even then that didn't help. Turned in a doctors note to have a chair on my last month of working and i did not receive a chair until i had to remind them again of my letter and received my chair two weeks after that. During my maternity leave a week before i got back i applied for a different position to move up in the company. i was told my manager was very upset and complained about me leaving to his boss and i was told he was harassing the hiring manager of the position i applied for about not taking anymore of his employees and i can't prove it but i think they had something to do with me not being hired. i do love this company but very hard to move up and grow within the company. people are very nice the other employees and location is beautiful. Very nice energy here with the exception of poor management.

The Ritz Carlton taught me a ton on how to communicate with people in a professional manner and how to go over and above for every guest who stayed at the hotel. They were very organized and it was always known what was expected of you every day. They did not settle for anything less than perfection when dealing with each guest. Each day was different but I knew that i was responsible for the guests first and last impression of their stay at the hotel. This made you focus on always being very positive and upbeat so the guests knew you loved your job and loved serving them in any way possible. I learned how to be attentive to every guest and focus on meeting their every need before it was expressed. My co-workers were all positive in their day to day duties which made every day of work more enjoyable for me. The hardest part of my job is in the hotel industry they are open every day of the year including Christmas, New years and every other holiday of the year. This was tough because I was unable to enjoy those days with my family. The most enjoyable part of my job was when a guest personally told me that I had made their stay unforgettable (in a positive way) and they couldn't wait to come back again. That gave me a great deal of satisfaction in knowing I had done my job the right way. I take a lot of pride in knowing a played a small part in making their stay better then they could have ever imagined. Although the managment was a little micromanaged, they always let you know exactly what was expected from you day in and day out.

Top Job Titles	Average Salary
Concierge 2 salaries reported	$115,000 per year
Guest service agent 3 salaries reported	$17.00 per hour
Loss prevention officer 1 salary reported	$17.50 per hour
Front desk agent 4 salaries reported	$19.72 per hour
Host/hostess 1 salary reported	$17.50 per hour

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