POSITION SUMMARY
Create recreational activity agendas and advertisements using publishing software. Conduct inventory of supplies, materials, and equipment and inform manager of low supply items. Encourage, recruit, register, and schedule guests to participate in recreation activities. Promote a fun and relaxing atmosphere for guests. Provide information to guests about available recreation facilities and activities. Promote the rules and regulations of the recreation facility intended for the safety and welfare of guests and members. Observe activity in the recreational facility and respond appropriately in accordance with local operating procedure in the event of an emergency. Be aware of possible situations where guests are not able to safely participate in an activity and inform supervisor/manager. Provide assistance to injured guests until the arrival of emergency medical services. Clean and maintain recreational equipment and supplies.
Assist management in training, motivating, and coaching employees; serve as a role model. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Anticipate and address guests’ service needs; assist individuals with disabilities. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Process orders or transactions from customers and collect payment as necessary. Ensure adherence to quality expectations and standards; identify, recommend, and implement new ways to increase organizational quality. Reach, bend, twist, pull, and stoop; grasp, turn, and manipulate objects; move, lift, or carry objects weighing less than or equal to 25 pounds; stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested.
CRITICAL TASKS
Recreation Communication and Coordination
§ Provide information to guests about available recreation facilities, activities, lessons, and equipment.
§ Promote a fun and relaxing atmosphere for guests in all recreational activities and areas by expressing an upbeat and enthusiastic attitude.
§ Register and schedule guests for activities by recording information using the appropriate method (e.g., write in registration book, enter into Concierge Assistant).
§ Encourage and recruit guests to participate in recreation activities.
Recreation Facilities Safety
§ Observe activity in the recreational facility and respond appropriately in accordance with local operating procedure in the event of an emergency.
§ Provide assistance to injured guests until the arrival of emergency medical services.
§ Promote the rules and regulations of the recreation facility (fitness center, pool/beach, tennis courts, skiing area) intended for the safety and welfare of guests and members.
§ Follow company policy and procedure for working with children (e.g., use of waiver forms).
§ Be aware of situations where guests are not able to safely participate in an activity and inform supervisor/manager.
§ Complete any certifications/training required by law or manufacturer to instruct guests/clients on the use of equipment.
Recreation Equipment and Supplies
§ Clean and maintain recreational equipment and supplies.
§ Control sound and light systems.
Guest Relations
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
§ Address guests' service needs in a professional, positive, and timely manner.
§ Assist other employees to ensure proper coverage and prompt guest service.
§ Thank guests with genuine appreciation and provide a fond farewell.
§ 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.
§ 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.
§ 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).
Communication
§ Speak to guests and co-workers using clear, appropriate and professional language.
§ Provide assistance to coworkers, ensuring they understand their tasks.
§ Talk with and listen to other employees to effectively exchange information.
§ 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.
§ Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
§ Capacity to host events and shows in coordination with F&B where required.
§ Microphone skills.
Assists Management
§ Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
§ Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
§ Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
§ Coordinate tasks and work with other departments to ensure that the department runs efficiently.
§ Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
§ Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
§ Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.
§ Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
§ Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
§ Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
§ Collaborate with management to formally recognize hourly employees' performance contributions.
Working with Others
§ Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
§ Support all co-workers and treat them with dignity and respect.
§ 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.
§ Develop and maintain positive and productive working relationships with other employees and departments.
Cash Handling
§ Process all payment types such as activity reservations or chargers, cash, checks, debit, or credit.
§ Balance and drop receipts according to Accounting specifications.
Quality Assurance/Quality Improvement
§ Comply with quality assurance expectations and standards.
§ Monitor the performance of others to ensure adherence to quality expectations and standards.
§ Develop and implement quality improvement or corrective action plans.
§ Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
Physical Tasks
§ Enter and locate work-related information using computers and/or point of sale systems.
§ Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
§ 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 25 pounds without assistance.
§ Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
Safety
§ Maintain awareness of suspicious activity and report any such activity to a supervisor/manager.
§ Report work related accidents, or other injuries immediately upon occurrence to supervisor/manager.
§ Identify and correct unsafe work procedures or conditions and/or report them to management/Loss Prevention personnel.
§ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
§ Complete appropriate safety training and certifications to perform work tasks.
§ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
§ Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
Policies and Procedures
§ Protect the privacy of guests and coworkers.
§ Follow company and department policies and procedures.
§ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
§ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
§ Maintain confidentiality of proprietary materials and information.
§ Perform other reasonable job duties as requested.
CRITICAL COMPETENCIES
Analytical Skills
§ Decision-Making
§ Computer Skills
§ Problem Solving Interpersonal Skills
§ Diversity Relations
§ Customer Service Orientation
§ Interpersonal Skills
§ Team Work Communications
§ Communication
§ Listening
§ English Language Proficiency
§ Telephone Etiquette Skills
§ Applied Reading
§ Writing
§ Form, Report, and Log Completion
Personal Attributes
§ Dependability
§ Positive Demeanor
§ Safety Orientation
§ Integrity
§ Initiative
§ Presentation
§ Adaptability/Flexibility Organization
§ Detail Orientation
§ Planning and Organizing § Multi-Tasking
§ Time Management Physical Abilities
§ Proper Lifting Techniques
§ Stress Tolerance
§ Innovation
§ Self Development
Assists Management
§ Team Building
§ Resolving Conflict
§ Delegating and directing Personal Attributes
§ Generating Enthusiasm
§ Experience in hosting Events
§ Microphone skills and experience with music and sound systems. Certifications/Training
§ Certified Fitness Trainer
§ CPR Certification & First Aid Certification
§ Any certification/training required by local/state agencies
PREFERRED QUALIFICATIONS
Education High school diploma/G.E.D. equivalent
Related Work Experience At least 1 year of related work experience
Supervisory Experience At least 1 year of supervisory experience
Accommodation is not included.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
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