Safety and Security
▪ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
▪ Report works related accidents, or other injuries immediately upon occurrence to manager/supervisor.
▪ Maintain awareness of undesirable persons on property premises.
▪ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
▪ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
▪ Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures
▪ Protect the privacy and security of guests and coworkers.
▪ Maintain confidentiality of proprietary materials and information.
▪ 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.
▪ Perform other reasonable job duties as requested.
Guest Relations
▪ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
▪ Address guests' service needs in a professional, positive, and timely manner.
▪ Assist other employees to ensure proper coverage and prompt guest service.
▪ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
▪ 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.
▪ 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).
▪ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Communication
▪ 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.
▪ 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.
▪ 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).
▪ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Assist Management
▪ Ensure that Front Office associates are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
▪ Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to Front Office associates and ensure that they are understood.
▪ Assist management in counseling Front Office associates on work related concerns and issues to ensure satisfaction and productivity.
▪ Assist management in preparing work schedules of Front Office associates.
▪ Serve as a departmental role model or mentor by working alongside associates to perform technical or functional job duties.
▪ Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions, and provide input on possible improvements.
▪ Listen to Front Office associates' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
▪ Serve as Front Office associates' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
▪ 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 Front Office associates and ensure that they are understood.
▪ Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
▪ Assist management to ensure that Front Office associates have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
▪ 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).
▪ Serve as Front Office associates' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
▪ Assist management in preparing payroll of Front Office associates (e.g., ensure accuracy, adjustments, and distribution).
▪ 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.
Working with Others
▪ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
▪ Develop and maintain positive and productive working relationships with other employees and departments.
▪ Support all co-workers and treat them with dignity and respect.
▪ Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
▪ Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
▪ Comply with quality assurance expectations and standards.
▪ Monitor the performance of others to ensure adherence to quality expectations and standards.
Physical Tasks
▪ Enter and locate work-related information using computers and/or point of sale systems.
▪ 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 5 Kilogram without assistance.
Check-in / Check-out
▪ Assign room according to guest request and preferences whenever possible.
▪ Accommodate requests for room changes when possible.
▪ Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
▪ Communicate to appropriate staff that there are guests that are waiting for an available room.
▪ Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
▪ Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
▪ Review requests for late check-outs and approve according to occupancy.
▪ Ensure rates match market codes and that any exceptions are documented and include an explanation.
▪ Verify and adjust billing for guests.
▪ Pre-register designated guests and prepare key packets.
▪ Organize and coordinate check-in/pre-registration procedures for arriving groups.
▪ File guest paperwork or documentation.
▪ Set up accurate accounts for each guest upon check-in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp).
▪ Process all guest check-ins by confirming reservations in computer system (e.g., MARSHA, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
▪ Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
▪ Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
▪ Clear departures in computer system to document that rooms are no longer occupied.
Reservations/Blocking Rooms
▪ Identify any over-commitments by room type (e.g., bedding, view, size).
▪ Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).
▪ Perform duplicate reservation checks.
▪ Confirm reservations and cancellations.
Reports/Recordkeeping
▪ Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
▪ Maintain and update database containing preferences of repeat and VIP guests.
Guest Services
▪ Contact appropriate individual or department (e.g., Bellman, Front Office, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
▪ Follow up with guests to ensure their requests or problems have been met to their satisfaction.
▪ Receive, record, and relay messages accurately, completely, and legibly.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
Take the first step in charting your own course by joining our Talent Network. It’s the best way to stay informed and receive alerts for exciting jobs that may be perfect for you.
