Category: Jobs

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POSITION SUMMARY

Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests.
Transmit information or documents using a computer, mail, or facsimile machine.
Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping and distributing incoming mail.
Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities.
Enter and locate work-related information using computers and/or point of sale systems.

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CRITICAL TASKS

Guest Relations

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
Address guests' service needs in a professional, positive, and timely manner.
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.
Assist other employees to ensure proper coverage and prompt guest service.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
Communicate recommendations in a way that builds excitement and interest among guests and associates.
Perform other reasonable duties as requested.

Guest Services

Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, 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.
Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.

VIP/Concierge Services

Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Check-in/Check-out

Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Organize and coordinate check-in/pre-registration procedures for arriving groups.
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, 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.
Sell a room/accommodation to guests without reservations based on availability.
Verify and adjust billing for guests.

Cash Handling

Process all payment types such as room charges, cash, checks, debit, or credit.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Count bank at end of shift and secure bank.
Balance and drop receipts according to Accounting specifications.
Obtain manual authorizations and follow all Accounting procedures when computer system is down.
Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

Reports/Recordkeeping

Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Run credit card authorization report and check for discrepancies.
Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
Print contingency lists to have a record of all guests in case of emergency.

Communications

Provides assistance to coworkers, ensuring they understand their tasks.
Speak to guests and co-workers using clear, appropriate and professional language.
Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
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.

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 guests with tact, respect, diplomacy, and confidentiality.

Policies and Procedures

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

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.
Safety and Security
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Maintain awareness of undesirable persons on property premises.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

CRITICAL COMPETENCIES

Analytical Skills
Learning
Decision-Making
Problem Solving
Computer Skills
Basic Mathematics
Interpersonal Skills

Customer Service Orientation

Interpersonal Skills
Team Work
Diversity Relations
Communications

English Language Proficiency

Communication
Listening
Applied Reading
Writing

Personal Attributes

Integrity
Dependability
Positive Demeanor
Presentation
Adaptability/Flexibility
Stress Tolerance
Initiative

Organization

Multi-Tasking
Time Management

PREFERRED QUALIFICATIONS

Education
Higher Education, Diploma or equivalent

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POSITION SUMMARY

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately.
Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.
Provide information to guests about room features, property amenities, and local areas of interest.
May process room service orders, answer questions on menu selection and record transactions in point-of-sale system.
Assist guests with accessing internet and guestroom entertainment.

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CRITICAL TASKS

Safety and Security

Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Complete appropriate safety training and certifications to perform work tasks.
Maintain awareness of undesirable persons on property premises.

Policies and Procedures

Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
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.
Perform other reasonable job duties as requested by Supervisors.

Guest Relations

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.
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.
Assist other employees to ensure proper coverage and prompt guest service.
Thank guests with genuine appreciation and provide a fond farewell.
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.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

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.
Talk with and listen to other employees to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks.
Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management

Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
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).
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
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.
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
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.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.

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.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

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

Stand, sit, or walk for an extended period of time or for an entire work shift.
Enter and locate work-related information using computers and/or point of sale systems.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 11 kilograms without assistance.

Reports/Recordkeeping

Complete designated cashier and closing reports in the computer system.
Maintenance/Security
Notify Security of any guest reports of theft.

CRITICAL COMPETENCIES

Analytical Skills
Problem Solving
Learning
Decision-Making
Computer Skills
Interpersonal Skills
Customer Service Orientation
Team Work
Diversity Relations
Interpersonal Skills
Communications
English Language Proficiency
Listening
Telephone Etiquette Skills
Electronic Communication
Applied Reading
Writing

Personal Attributes

Stress Tolerance
Dependability
Positive Demeanor
Presentation
Integrity
Adaptability/Flexibility
Safety Orientation
Initiative
Innovation
Self Development
Organization
Time Management
Multi-Tasking
Planning and Organizing
Detail Orientation
Physical Abilities
Visual Acuity
Assists Management
Resolving Conflict
Team Building

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