Front Desk Clerk/Agent in Desert Breezes Resort at Marriott Vacations Worldwide

Date Posted: 4/7/2021

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Job Summary:

To ensure an everyday, efficient 5-star experience to all inbound resort owners and guests.

Reports to / Supervision Received:

Manager: Greg Pannoni General Manager: Al Hippe

Job Expectations:

Must be able to work a varied schedule that may include evenings, nights, weekends, holidays and split day off. Perform job duties of associates who do not report to work. Must be able to assist guest and owners after work hours. Display a pleasant, professional and guest oriented attitude at all times. Communicate well with employees and vendors to enable optimum efficiency and quality of work. Know and understand resort policies and procedures in entirety. Know and understand all job positions of departments you are supervising. Set example for co-workers of the work ethic expected. Inform the manager/management of all resort happenings. Must be flexible to work with different shifts/schedule, able to work weekends and holidays.

Essential Functions:

11. Guest Service:

Accountable for guest satisfaction by ensuring service standards are met, and guests’ needs and concerns are responded to promptly with a focus on service recovery when applicable.

Works side by side with staff to train and model appropriate guest service standards.

Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.

Anticipates and responds to guests in a friendly and positive manner.

Process check-ins and check-outs, verify billing, create reservations, and special process requests.

Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.

12. People Management and Training:

Assist department Manager in interviewing, hiring, coaching, and development of front office associates.

Evaluates staff performance and coaches to ensure standards are met.

Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.

Ensures all required training for department employees is completed and training records are maintained.

Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results.

Utilizes available resources and adheres training policies. Promotes collaboration and a positive, professional work environment. 
 

3.   Financial Results and Cost Control:

Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.

Monitors room availability, follows restrictions, and all booking policies and procedures.

Drives sales and maximizes revenue by up-selling rooms and amenities.

Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy. 

4.   Self/Workload Management:

Attends all daily, weekly and/or monthly department meetings to ensure proper communication/planning occurs.

Attention to detail, good communication skills and leadership ability.

Excellent organization skills, a high degree of creativity to facilitate efficient problem-solving.

Manage multiple priorities and work in an environment with frequent interruptions and Follow and Adheres to all Company Policies and Standard Operating Procedures. 

 

5. Manage all special projects, and oversee Night Audit to completion and other duties as assigned by the Manager.

Knowledge, Skill and Experience:

Minimum Education (or substitute experience) required:

  • High school diploma or equivalent

2.   Minimum Experience required:

  • 2+ years related experience
  • Preferably in the hospitality field

3.               Skills Required:

  • Must have good oral and written communication skills
  • Ability to multi-task
  • Ability to take charge in an emergency situation
  • Ability to sustain high-stress situations

Typical Working Conditions:

All weather conditions will be experienced. Work will be a combination of indoor office; outdoor grounds; some hands-on while working with employees.

Equipment Used:

Computer, keyboard, mouse, phone, calculator, copier, fax machine

Essential Physical Tasks:

Ability to stand while using the computer or phone and completing work related tasks.



Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture