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

Date Posted: 4/23/2018

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.

POSITION SUMMARY

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in the reservation system (MARSHA). Indicate special room reservation types (e.g. employee discounts and travel agent inspection rates) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Concierge, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Assist guests with accessing the internet.

Take room service orders over the phone. Answer questions on menu selections, and check with kitchen staff. Answer guest questions or concerns regarding the origin, vintage, and style of various wines. Place room service order and record transaction in MICROS system at time of order. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Notify guests of delays in service delivery.

Serve as a role model and first point of contact to guests and members. Report accidents, injuries, and unsafe work conditions to manager; complete safety training. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests' service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.

Assist staff with expediting problem payments (e.g. problems processing credit card payments). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations and assigning room. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e. sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Concierge, Engineering, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank/float at the beginning and end of shift. Balance and drop receipts according to Accounting guidelines.

CRITICAL TASKS

General Front Office Operations

  • Support new associates with their understanding of company core values, job roles, responsibilities, and technical and service aspects of the job.
  • Support management in the achievement of team goals and performance expectations, and the maintenance of timetables and deadlines for shift or departmental operations.
  • Promote a positive work environment by supporting colleagues with work related concerns and issues to ensure satisfaction and productivity.
  • Serve as a departmental role model by working alongside employees to perform technical or functional job duties.
  • Encourage and motivate colleagues to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
  • Coordinate tasks and work with other departments to ensure that the department runs efficiently.
  • Ensure work tasks are completed on time and that they meet appropriate quality standards.
  • Support management by ensuring that the team has 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.
  • Enter and locate work-related information using computers and/or point of sale systems.

Guest Relations

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN and PLEASED.) 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).
  • 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 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.
  • Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls.
  • Operate telephone switchboard station in order to answer telephone calls.
  • Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
  • Transfer guests with internet access issues to the internet service provider's customer support line.
  • Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
  • Activate and deactivate guest room message lights as appropriate.
  • Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.

Check-in/Check-out

  • Process all guest check-ins by confirming reservations in computer system (e.g. OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
  • Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
  • Activate room keys using electronic key machine (e.g., Vingcard) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
  • Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
  • Assign room according to guest request and preferences whenever possible. Accommodate requests for room changes when possible.
  • Sell a room/accommodation to guests without reservations based on availability.
  • 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.
  • Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
  • Verify and adjust billing for guests.
  • Ensure rates match market codes and that any exceptions are documented and include an explanation.
  • File guest paperwork or documentation.
  • 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.
  • Process all check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
  • Clear departures in computer system to document that rooms are no longer occupied.
  • Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

Guest Services

  • Contact appropriate individual or department (e.g., Concierge, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Answer, record, and process all guest calls, requests, questions, or concerns.
  • Receive, record, and relay messages accurately, completely, and legibly.
  • Contact appropriate individual or department (e.g., Concierge, Front Desk, Housekeeping, Engineering or Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Accept and record wake-up call requests and deliver to appropriate department.
  • Deliver wake-up calls for guests at requested time.

Cash Handling

  • Balance and drop receipts according to Accounting specifications.
  • Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change.
  • Count float at end of shift and secure float.
  • Process all payment types such as room charges, cash, checks, debit, or credit.
  • Obtain manual authorizations and follow all Accounting procedures when computer system is down.
  • Assist staff with expediting problem payments (e.g., problems processing credit card).

Reservations/Blocking Rooms

  • Anticipate sold-out situations.
  • Obtain satisfactory alternative accommodations for guests when the property cannot accommodate them.
  • Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).

At Your Service/Delighted to Serve

  • Follow up with guest regarding satisfaction with guest-related issues.

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

Reports/Recordkeeping

  • Log all guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation of guest problems and solution.

Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.
  • Monitor the performance of others to ensure adherence to quality expectations and standards.

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.

Safety and Security

  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Report work 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 to perform work tasks.

Maintenance/Security

  • Notify Manager on Duty / General Manager of any guest reports of theft.

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 10 pounds without assistance

CRITICAL COMPETENCIES

Analytical Skills

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

Interpersonal Skills

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

Communications

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

Personal Attributes

  • Dependability
  • Integrity
  • Positive Demeanor
  • Presentation
  • Initiative
  • Safety Orientation
  • Stress Tolerance
  • Adaptability/Flexibility
  • Attention to Detail
  • Numerical Competency

Organization

  • Multi-Tasking

Assists Management

  • Resolving Conflict
  • Team Building

PREFERRED QUALIFICATIONS

Education

High school, GSCEs, hospitality or equivalent

Related Work Experience

Prior related experience

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.

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