Front Desk Clerk in Puente Vista Resort at Marriott Vacations Worldwide

Date Posted: 11/28/2021

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.

The Front Desk Agent position is critical to our mission: responsible for making the very first and last impression on our guests.  Responsible for all Front Desk duties such as (but not limited to) check-in, check-out, PBX Operation, reservations, assist with concierge duties, proper cash handling and any and all reporting required as per shift checklist.  Also responsible for providing information, listening and responding proactively to guest requests / concerns and working with other departments to ensure a smooth and enjoyable stay for all of our guests. All clerks are responsible for knowing current rates and occupancy at the property, and familiarize themselves with the weekly activity and local events list.  The Resort prides itself in the level of personalized service we provide.  Therefore, we expect our Front Desk Staff to maintain a high level of integrity and service and to always attend to our guests’ needs in a professional manner.  Must always follow the rules and regulations set forth in the latest Employee Handbook.

Essential Duties and Responsibilities:

  • Works weekends and holidays and has the ability to arrive to work on time; follows procedures for clocking in and out. This schedule will vary based on the needs of the business.
  • Must be able to effectively communicate both verbally (including proper radio/telephone etiquette) and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Follow set procedures on posting, charges, and refunds.
  • Answer inquiries regarding hotel services and registration by letter, by telephone and in person, provide information about services available in the community and respond to guests' complaints.
  • Compile and check daily record sheets, guest accounts, receipts and vouchers using computerized or manual systems.
  • Thoroughly complete all guest transactions, ensuring that all postings are accurate before checking out the folio on guest departure date.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous professional and service-oriented manner.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must clean around their work stations daily (Front Office and Back Office) prior to shift departure including phones and terminals.
  • Required to report hazardous conditions for the safety of all employees and guests, including placing wet floor signs in necessary areas around the property during inclement weather or as needed.
  • Responsible for picking up various trash/debris within sight to help maintain a clean environment for all employees and guests.
  • Participates in the set-up / break down of the Clubhouse for events as requested by Management.
  • Ability to accept constructive criticism and understand/follow posted work rules and procedures.
  • Has the ability to follow directions from a supervisor and interact well with co-workers, subordinates and supervisors.
  • Must sign or initial all time sheets, posted schedules, memos and other company documents as distributed by Management.
  • Participates in all required health and OSHA safety meetings/classes.
  • Performs any other various duties that may be assigned by the General Manager or VRI Director of Resorts.

PERSONAL CHARACTERISTICS

High energy level, comfortable performing multifaceted projects in conjunction with normal activities.  Must be well organized and motivated.  Advocates team support.  Ability to get along with diverse personalities – tactful, honest, mature, responsible and courteous. Has ability to deal professionally with owners, guests, board members, and public.  Must also maintain attentiveness and a positive attitude at all times.  Must have ability to meet and maintain personal cleanliness and hygiene standards as set forth in the Employee Handbook.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to stand, use hands, talk, hear, taste and smell.  The employee is frequently required to reach with hands and arms.  The employee is occasionally required to walk, sit, stand, stoop, kneel, crouch or crawl.  Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles such as white out, printer cartridge powder, cleaning supplies, gasoline and car fumes, micro waves from a micro wave oven and risk of radiation.  The work environment is that of a typical office with a moderate noise level.  This noise level is created by light foot traffic and office equipment noise such as computers, printers, calculators, phones, etc. Must be comfortable working in heat, cold or inclement weather for sustained periods of time.

QUALIFICATIONS:

  • Graduation from 2-year college or technical school; or 6-12 months related experience or training.
  • Background check will be completed as a condition of employment.
  • Must have a valid US Driver’s License or identification card if you do not drive.
  • Ability to effectively deal with guest problems in the absence of supervisory staff members, and to resolve unusual or difficult situations to the guests’ satisfaction.
  • Previous experience in customer service is an asset.
  • Must be able to work independently without supervision for extended periods of time.
  • Must be able to multi-task (i.e. talk on the phone and book reservation at the same time, etc).
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent.
  • Ability to apply common sense understanding to carry out simple and more complex instructions.  Ability to deal with standardized situations with only occasional or no variables.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
  • Ability to use and navigate the internet and have working knowledge and skill with MS Word and Excel is helpful.
  • Bilingual language skills are helpful but not required.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


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

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