Front Door Guest Services Attendant at 47 Park Street Grand Residences by Marriott with Marriott Vacations Worldwide - Career Site

Date Posted: 8/29/2017

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.

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.

Position Summary

Greet and escort guests to rooms. Open doors and assist guests/visitors entering and leaving property. Inform guests of property amenities, services, and hours of operation, and local areas of interest and activities. Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services). Transport guest luggage to and from guest rooms and/or designated bell area. Assist with luggage storage and retrieval. Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage. Supply guests with directions. Arrange transportation (e.g., taxi cab, limousine/sedan service) for guests/visitors, and record advance transportation request as needed. Communicate parking procedures to guests/visitors.

Assist with and notify manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents. Complete incident reports to document all Security/Loss Prevention related incidents such as theft, accidents, physical hazards, and fire alarms. Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc. Escort any unwelcome persons from the property without interrupting the orderly flow of property operation. Defuse guest or employee disturbances/altercations, including summoning appropriate authorities if necessary, and documenting incident.

Follow all company policies and procedures, and report accidents, injuries, and unsafe work conditions to manager. Maintain awareness of undesirable persons on property premises. Ensure uniform and personal appearance are clean and professional, and maintain confidentiality of proprietary information. Welcome and acknowledge all guests, 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. Comply with quality assurance expectations and standards. 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 50 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Critical Tasks

Safety and Security

  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
  • Maintain awareness of suspicious persons on property premises.
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
  • Assist Concierge / Front Office / Management with business interruptions and complaints, such as suspicious individuals, intoxicated individuals, etc.
  • Escort any unwelcome persons (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation.
  • Complete incident reports to document all Security/Loss Prevention related incidents such as theft, accidents, physical hazards, and fire alarms.
  • Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Policies and Procedures

  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Follow company and department policies and procedures.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors.

Greet/Escort Guests

  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
  • Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.

Guest Relations

  • Address guests' service needs in a professional, positive, and timely manner.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
  • Assist other departments as /when required at the request of management to ensure a high quality of guest services, e.g. assist Front Desk with show rounds, Room Service with deliveries or collections etc.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Assist other employees to ensure proper coverage and prompt guest service.

Incident/Emergency Response

  • Assist guests or employees during emergency situations, such as fire, evacuation, flood, severe weather, bomb threat, robbery, natural disasters, etc.
  • Respond to the scene of guest or employee accidents and determine if emergency aid is required.
  • Administer first aid/CPR to guests or employees as required if qualified as a First Aid rep.
  • Notify manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents.
  • Report any business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc.to Management
  • Escort any unwelcome persons (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation.
  • Assist Management in completing incident reports to document all Security/Loss Prevention related incidents such as theft, accidents, physical hazards, and fire alarms.

Maintain Building and Property

  • Assist in maintaining a clear drive at the front of the Residence.
  • Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas.
  • Polish luggage carts and maintain cleanliness of carts.
  • Clean and maintain the glass and metal finishes at the entrance and in the lobby.
  • Mop up wet spills in the lobby as necessary in order to prevent accidents.
  • Assist in the placement and removal of lobby rain/mats.
  • Ensure members lounge is always clean, tidy and water & fruit replenished
  • Ensure luggage rooms are secure at all times
  • Keep an umbrella in an accessible area at all times to assist guests in and out of cars during inclement weather, including escorting guests to their parked vehicles.
  • Lay out wet mat in lobby area during wet weather.

Communication

  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Talk with and listen to other employees to effectively exchange information.
  • Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
  • Instruct guests on matters pertaining to site security where / as appropriate.
  • Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Working with Others

  • Support all co-workers and treat them with dignity and respect.
  • Develop and maintain positive and productive working relationships with other employees and departments.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.
  • Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.

Physical Tasks

  • 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 50 pounds without assistance.
  • Enter and locate work-related information using CA (Concierge Assistant)
  • Deliver messages, faxes, letters or other guest items to directly the respective residence and update in Concierge Assistant.
  • Conduct security rounds to the extent of the premises in accordance with LSOPs.

Critical Competencies

Analytical Skills

  • Problem Solving
  • Decision-Making
  • Computer Skills
  • Learning

Interpersonal Skills

  • Interpersonal Skills
  • Team Work
  • Diversity Relations
  • Customer Service Orientation

Communications

  • Communication
  • Listening
  • Writing
  • Telephone Etiquette Skills
  • Applied Reading
  • English Language Proficiency

Personal Attributes

  • Integrity
  • Dependability
  • Stress Tolerance
  • Adaptability/Flexibility
  • Positive Demeanor
  • Presentation

Physical Abilities

  • Visual Acuity

Emergency Response

  • Stressful Situations

Technical Certifications and Licenses

  • Driver's License an advantage
  

Qualifications

Education

High school GSCEs or equivalent

Related Work Experience

No related work experience is required

Related Certification

A valid Security Industry Authority (SIA) Licence is not essential but beneficial

Supervisory Experience

No supervisory experience is required

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

CHECK OUT OUR SIMILAR JOBS

  1. Porter Jobs
  2. Valet Jobs