Fresh Jobs at Marriott International

JOB SUMMARY

• Manages the daily functions of the department to ensure protection of property assets, associates, guests and property. Maintains logs, certifications and documents required by law and Standard Operating Procedures. Trains staff in established emergency procedures and implements accident and fire prevention procedures. Position focuses on ensuring guest and associate satisfaction while achieving the operating budget.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 4 years experience in the security/loss prevention or related professional area.

OR

• 2-year degree from an accredited university in Criminal Justice or related major; 2 years experience in the security/loss prevention or related professional area.

CORE WORK ACTIVITIES

Managing Security/Loss Prevention Operations

• Assists the Director of Engineering in administering fire prevention programs and emergency preparedness.
• Conducts hazard and risk assessments at the property to include quarterly OSHA/SAFETY audits, incident tracking, and the hazard abatement process.
• Develops detailed "shut down" procedures for the property to ensure that all areas are secured at the appropriate times.
• Comply with applicable federal, state and local law and safety regulations.
• Follow proper key control guidelines in loss prevention and in the property.
• Develop a monthly checklist for all cctv equipment, alarmed doors, and duress alarms to ensure that they are fully functional.
• Incorporate into patrols, which encompass all areas of the property's interior and exterior, an inspection tour of recording system.
• Follow Duty of Care process for the protection of guests and associates.
• Follows up on all unusual activities in and around the property that would impair the well being of guests and associates.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Implements action plans to monitor and control risk.
• Monitors all unusual activities in and around the property that would impair the well being of guests and associates.
• Oversees all loss prevention operations to include but not limited to patrol process, emergency response, investigations (initial & follow up) for all guest and associate related incidents, shipping and receiving process (makes recommendations for improvement), electronic key system and manager on duties responsibilities.
• Oversees and guides the efforts of the Accident Prevention Committee.
• Oversees first aid program for guests and associates.
• Oversees the claims process and protects company assets by closely monitoring the General Liability and Worker's Compensation cases.

Leading Security/Loss Prevention Teams

• Communicates the importance of safety procedures, detailing procedure codes, ensuring associate understanding of safety codes, monitoring processes and procedures related to safety.
• Emphasizes teamwork, close working relationships with other departments and assertive hospitality to serve as a deterrent to crime.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides an open door policy.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provides personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
• Serves as a role model to demonstrate appropriate behaviors.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Ensuring Exceptional Customer Service

• Meet quality standards and customer expectations on a daily basis.
• Identifies the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
• Inspects and critiques the performance of the loss prevention department to establish and maintain a high level of professionalism and customer service.
• Provides services that are above and beyond for customer satisfaction and retention.

Conducting Human Resources Activities

• Completes associate performance reviews in a timely manner.
• Enforces brand Standard Operating Procedures through documentation efforts.
• Train all associates on the four parts of OSHA.
• Train all new hires on loss prevention policies and procedures.
• Establishes a training program to routinely train the loss prevention department and other property departments on topics related to safety and security.
• Oversees all investigations for incidents related to both guests and associates.
• Trains officers to ensure that they report and document all safety hazards and improper lighting to the appropriate departments through the property work order system.

Additional Responsibilities

• Analyzes information and evaluating results to choose the best solution and solve problems.
• Develops liaison with local law enforcement and emergency services.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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POSITION SUMMARY

• Our Utility Cleaners play an important role in support of a number of vital hotel functions. At our hotels these associates may work across departments (e.g., kitchen, food and beverage, laundry) to support cleaning needs. Whether preparing fresh clean linen and spotless dining ware for guests to enjoy, operating and maintaining cleaning equipment and tools (e.g., dish washing machines, hand wash stations, linen washers and dryers), or transporting dishware or linens across the hotel, these associates do whatever it takes to get the job done.
• No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Ensure adherence to quality expectations and standards, develop and maintain positive working relationships with other employees and departments, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Report accidents, injuries, and unsafe work conditions to manager. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Stand, sit, or walk for an extended period of time. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

• Education: No high school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

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POSITION SUMMARY

• Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Bonvoy information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.
• Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Ensure adherence to quality standards. Perform other reasonable job duties as requested by Managers.                    

CRITICAL TASKS

Guest Relations

• Acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response) 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.
• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings

Check-in/Check-out

• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA, Mobile Check In), 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.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• 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.
• Verify and adjust billing for guests.
• Accommodate requests for room changes when possible.
• Assign room according to guest request and preferences whenever possible.
• File guest paperwork or documentation.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• Ask for and enter Marriott Bonvoy information (e.g., number, name, address) when taking reservation or checking guest in.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Sell a room/accommodation to guests without reservations based on availability.

Guest Services

• Contact appropriate individual or department (e.g., Bellperson, 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.
• Receive, record, and relay messages accurately, completely, and legibly.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Answer, record, and process all guest calls, requests, questions, or concerns.

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.

At Your Service/Delighted to Serve

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

VIP/Concierge Services

• Respond to special requests from guests/residents with unique needs.

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.
• Balance and drop receipts according to Accounting specifications.
• Count bank at end of shift and secure bank.
• 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.

Reports/Recordkeeping

• Review shift logs/daily memo books and document pertinent information in logbooks.
• Print contingency lists to have a record of all guests in case of emergency.
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.

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.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
• Exchange information with other employees using electronic devices (e.g., Mobile Phone, Pagers and Two-way radios,).

Assists Management

• Serve as a departmental role model or mentor by working alongside employees 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.
• 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.
• 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.
• 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).
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• 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.
• 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.
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Collaborate with management to formally recognize hourly employees' performance contributions.

Maintenance/Security

• Notify Loss Prevention/Security of any guest reports of theft.

Working with Others

• 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.
• Develop and maintain positive and productive working relationships with other employees and departments.
• 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.

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 by Managers.

Quality Assurance/Quality Improvement

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

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/.
• 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.

CRITICAL COMPETENCIES

Analytical Skills

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

Interpersonal Skills

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

Communications

• Listening
• Communication
• Writing
• Telephone Etiquette Skills
• English Language Proficiency
• Applied Reading
• Form, Report, and Log Completion

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Stress Tolerance
• Adaptability/Flexibility
• Initiative
• Safety Orientation
• Self Development
• Innovation

Organization

• Multi-Tasking
• Time Management
• Detail Orientation
• Planning and Organizing

Assists Management

• Resolving Conflict
• Team Building
• Coaching and Developing
• Performance Management
• Delegating and Directing

PREFERRED QUALIFICATIONS

Education

• Matric

Related Work Experience

• At least 3 years of related work experience

Supervisory Experience

• At least 1 year of supervisory experience

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JOB SUMMARY

• Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales staff. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provides service to our customers in order to grow share of the account on behalf of the company.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; no work experience required.

OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Understanding Markets & Maximizing Revenue

• Identifies new reservations sales business to achieve personal and property revenue goals.
• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• Closes the best opportunities for the property based on market conditions and property needs.
• Monitors same day selling procedures to maximize room revenue and control property occupancy.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.

Conducting Daily Reservations Sales Activities

• Responds to incoming reservations sales opportunities for the property that are outside parameters of the .
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Uses sales resources and administrative/support staff effectively.
• Assists in monitoring group reservation forecast data.
• Coordinates with sales and Convention Services to process rooming lists and reservation cards.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
• Assists with monitoring accuracy of reservation sales orders within tracking systems.
• Tracks no-show reservations and processes charges as needed.
• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Manages wait list and prioritizes order of wait list contacts to be made.
• Prepares work and maintenance orders.

Providing Exceptional Customer Service

• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Services our customers in order to grow share of the account.
• Provides excellent customer service consistent with the daily service basics of the brand.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Sets a positive example for guest relations.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.
• Handles guest complaints and disputes following the instant pacification procedures.

Managing and Conducting Human Resource Activities

• Monitors reservations sales agents while on phone calls.
• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Utilizes all available on the job training tools for employees.
• Creates monthly labor scheduling for team.

Additional Responsibilities

• Utilizes applicable intranet for resources and information.
• Creates contracts as required.

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POSITION SUMMARY

• Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
• No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

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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 reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. 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 by Supervisors.

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.
• Perform other reasonable job duties as requested by Supervisors.

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) 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.
• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

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.

Working with Others

• 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.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Reservation Services

• Verify all reservation information with callers to ensure accuracy.
• Accommodate and document special requests in an accurate and efficient manner.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Describe room accommodations and benefit feature sale amenities to guests.
• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
• Follow “up selling” techniques and sales strategies in order to maximize property revenue.
• Identify repeat guests using appropriate codes.

Reservation Processing

• Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
• Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).
• Verify availability of room type, rate, and occupancy before confirming any reservations.
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.

Guest Relations

• Follow proper escalation procedures when addressing guest concerns.

Analytical Skills

• Computer Skills
• Learning

Interpersonal Skills

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

Communications

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

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor

Sales

• Typing

Education

• High school diploma/G.E.D. equivalent

Related Work Experience

• No related work experience is required

Supervisory Experience

• No supervisory experience is required

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JOB SUMMARY

• Reporting to the Spa Management, the successful candidate will be required to perform and offer guests a wide range of Beauty , Body , Skin Therapy and treatments as well as meet the required retail targets, whilst maintaining the quality and standards of the Westin Cape Town Hotel in accordance with Marriott International Policies and Procedures within a pressurized environment.

CANDIDATE PROFILE 

Education and Experience

• Recognised & relevant qualification in Body, Skincare and Beauty Therapy and treatment 
• Qualified in Gel nail therapy application and removal
• At least 2 years’ experience as a therapist in massage techniques, manicures, pedicures, waxing, face and body therapies within a spa & wellness environment

Professional Disposition 

• Professional telephone and communication etiquette 
• People centric with a strong focus on the Guest experience 
• Proven ability to drive retail targets
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Required to work rostered shifts and irregular hours as per operational requirements
• Flexible working hours as well as available to work weekends and Public holidays as per operational requirements

CRITICAL WORK ACTIVITIES

• Deliver a variety of spa body treatments, massages, facials and waxing in a safe and comfortable manner.
• Providing nail care services and treatments to clients, including manicures and pedicures and Gel nail therapy.
• Adherence to health and safety as well as COVID protocols within the work environment and at work stations 
• Maintain a neat, clean and well-groomed appearance as per company standards
• Maintain strict hygiene standards as set out by management
• Reach retail and treatment targets as set out by management
• Ensure workstations are kept neat and tidy before and after treatments
• Perform other duties as and when required

Provide Spa/Salon Services

• Monitor and stick to time schedule to stay on schedule throughout the day.
• Escort guests to and from treatment rooms.
• Assess guest needs and inquire about contraindications (e.g., allergies, high blood pressure, pregnancy) before beginning service.
• Check with guest to promote continued comfort throughout service (e.g., comfortable temperature, amount of pressure).
• Provide massage services to guests using props (e.g., rain sticks, hot stones, pregnancy cushions) and/or products (e.g., oils, gels, lotions).
• Provide body treatments to guests using body scrubs, wraps, and/or hydrotherapy.
• Offer guests amenities such as water, juice, or heated neck pillows.
• Maintain current licensure in service area by taking continuing education if needed and renewing license before expiration date, where applicable. 
• Keep current with techniques and modalities related to field of work. 
• Maintain current skills and licensure in service area as per regional requirements.
• Arrange workstation, treatment room, and/or drapes to promote guest comfort and safety.
• Check computer or reservation center for updates and changes to schedule regularly throughout the day.
• Confirm guest first and last name and type of treatment scheduled prior to beginning treatment.
• Handle inappropriate guest behavior by following Marriott International standard operating procedure for Inappropriate conduct for guests and therapists, leading up to and including stopping a treatment or service and informing supervisor/manager.
• Maintain and develop client base. 
• Maintain guest history files on all existing guests and create files for new guests. 
• Review all upcoming appointments and treatments. 
• Demonstrate knowledge of current trends in spa industry.
• Maintain basic Spa knowledge of the following: Spa operating hours, spa menu location, pricing, fees and charges for all spa services that the massage therapist performs, and check-in and check-out procedures. 
• Maintain knowledge of retail brands, services and special promotions available in the Spa.
• Maintain working knowledge of Spa equipment and facilities that the massage therapists typically uses throughout their work shift.
• Promote and sell spa/salon services including retail offerings related to the Spa.

Maintain Spa/Salon Environment

• Set up workstation and/or treatment room with necessary products, equipment, and supplies.
• Clean, maintain, and sterilize tools (e.g. nail implements, hot stones) and equipment (e.g., wax pots, steamers).
• Maintain cleanliness of workstation and/or treatment room throughout shift.
• Secure supplies and equipment at the end of each shift.
• Dispose of trash and dirty linens in the proper area.
• Evaluate equipment to assess proper functioning and report deficiencies.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• 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.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Escort all guests to changing rooms, relaxation, or next appointment.

Safety and Security

• Follow company and department safety and security policies and procedures to promote a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Practice universal health care protocol while dealing with guests and co-workers.

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.
• Make sure 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.

Working with Others

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

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JOB SUMMARY

• Serves as the property Manager on Duty and directs all property operations during the overnight shift. Ensures that the highest levels of hospitality and service are provided during the overnight shift. Represents property management in resolving any guest or property related situation. Personally assisting in resolving any issues and completing tasks.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 5 years experience in the guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 3 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Monitoring Property Operations

• Monitors and ensures compliance with all Guidelines to Operations.
• Ensures supervisors maintain adequate levels of department supplies.
• Ensures all employees are in proper uniform and are properly groomed (grooming standards in employee handbook).
• Ensures employees are working in a safe environment.
• Manages all period-end inventories.
• Directs, monitors, and assists all overnight staff.
• Ensures guest tracking scores and employee opinion survey goals are achieved.

Supporting Profitability and Revenue Goals

• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Assists in the response and resolution of all guest issues received directly from guests or from Guest Relations.
• Assists accounts receivable clerk in all aspects of job and in keeping all invoices due below 60 days.
• Monitors that the supervisor is researching/processing all chargebacks and rebates on a timely basis.
• Administers plans and actions to keep chargebacks and rebates to a minimum.
• Ensures all employees are adhering to proper cash handling procedures and monitors overage/shortages.
• Manages employee hours.
• Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.

Managing and Conducting Human Resources Activities

• Promotes participation in property safety-related programs.
• Monitors employee attendance and records absences/tardiness.
• Promotes teamwork and employee morale.
• Ensures all employees are trained on specific aspects of their job and are aware of all resources to assist them in problem solving.
• Keeps employees informed regarding new operational procedures, standards, or programs.
• Ensures all employees have complete knowledge of emergency procedures.
• Ensures constant communication takes place between employees, supervisors and management.
• Provides orientation for new employees and ensuring all information is entered into computer.
• Helps direct supervisors to achieve their own development goals.
• Encourages employee relations through gifts, parties, outings.
• Creates incentives that will promote better service and profit for the property.
• Assists operations manager in processing employee payroll weekly.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

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POSITION SUMMARY

• Install, maintain, perform preventative maintenance on, and recommend replacement of tools, appliances, and equipment. Calibrate all controls, gauges, meters, etc. Identify, locate, and operate all shut-off valves. Order, mark, and stock parts and supplies as needed. Maintain inventory and purchase orders log. Inspect tools, equipment, or machines. Enter and locate work-related information using computers. Operate power lift. Complete the life safety checklist, including the fire-pump run test and generator run test. Inspect fire sprinkler valves and alarm systems. Assist in development of disaster response protocols. Respond and attend to guest repair requests.
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report maintenance problems, safety hazards, accidents, or injuries; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional and maintain confidentiality of proprietary information. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, and assist individuals with disabilities. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Speak with others using clear and professional language. Visually inspect tools, equipment, or machines. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight. Stand, sit, or walk for an extended period of time. Move up and down stairs and/or service ramps. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• 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 Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Maintain awareness of undesirable persons on property premises.
• 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.
• Protect company tools, equipment, machines, or other assets in accordance with company 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

• 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.
• 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).
• 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.
• 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.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Provide assistance to coworkers, ensuring they understand their tasks.
• 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).

Assists Management

• Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Encourage and motivate employees 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.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• 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.

Working with Others

• 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.
• 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.
• 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.
• Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.

Physical Tasks

• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move up and down stairs and/or service ramps.
• Removal of snow and maintenance of ice management (if applicable).

Install, Maintain, and Repair Items

• Ensure that all flammable materials are stored in OSHA and EPA approved containment devices.
• Carry all equipment (e.g., keys, phones, pager, tools, radio) in order to maintain preparedness to carry out work tasks at all times.
• Use the Lockout/Tagout system before performing any maintenance work.
• Respond and attend to guest repair requests.

Maintain Building and Property

• Report any serious maintenance problems, unusual findings, or safety hazards immediately to the manager/supervisor.
• Identify, locate, and operate all shut-off valves for equipment.
• Comply with the life safety checklist, including completing the fire-pump run test and generator run test in accordance with local jurisdictions and company policies.

Coordinate with Others 

• Communicate with customers when necessary to resolve maintenance issues.

Emergency Response

• Inspect fire sprinkler valves and fire alarm systems in accordance with company policy and local codes.
• Assist in development of disaster response protocols.

CRITICAL COMPETENCIES

Analytical Skills

• Problem Solving
• Decision-Making
• Learning

Interpersonal Skills

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

Communications

• Communication
• Listening
• Applied Reading
• English Language Proficiency
• Form, Report, and Log Completion

Personal Attributes

• Integrity
• Dependability
• Safety Orientation
• Initiative
• Positive Demeanor
• Adaptability/Flexibility
• Stress Tolerance
• Presentation
• Self Development

Organization

• Time Management
• Detail Orientation
• Multi-Tasking
• Planning and Organizing

Physical Abilities

• Visual Acuity
• Proper Lifting Techniques

Assists Management

• Delegating and Directing
• Resolving Conflict

Tools and Equipment

• Personal Protective Equipment
• Hand/Power Tools

PREFERRED QUALIFICATIONS 

• Education: Technical, Trade, or Vocational School Degree.
• Related Work Experience: At least 2 years of related work experience.
• Supervisory Experience: At least 2 years of supervisory experience.
• License or Certification: None 

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JOB SUMMARY 

• Responsible for implementing the sales strategy and achieving revenue goals. Leads and manages all day-to-day activities related to corporate and group sales with a focus on building long-term, value-based customer relationships that enable achievement of sales objectives. Achieves personal sales goals and makes recommendations on sales goals of direct reports.

CANDIDATE PROFILE 

Education and Experience 

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 8 years experience in sales and marketing or related professional area.

CORE WORK ACTIVITIES 

Developing & Executing Sales Strategies 

• Develops corporate sales strategy and effective implementation of this strategy.
• Develops, implements and sustains aggressive solicitation program focused on increasing business.
• Works with general manager to create and implement a sales plan addressing revenue, customers and the market for the segment
• Assists with the development and implementation of promotions, both internal and external.

Maximizing Revenue 

• Provides positive and aggressive leadership to ensure maximum revenue potential (e.g., sets example with personal sales goals).
• Recommends sales goals for sales team members.

Managing Sales Activities 

• Monitors all day-to-day activities of direct reports.
• Participates in sales calls with members of sales team to acquire new business and/or close on business.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

Analyzing & Reporting on Sales and Financial Data 

• Analyzes market information by using sales systems and implements strategy to achieve property’s financial goals.
• Assists Revenue Management with completing accurate forecasts.
• Reviews guest satisfaction results to identify areas of improvement.

Ensuring Exceptional Customer Service 

• Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Meets with guests during pre- and post-convention meetings to obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract and overall satisfaction.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Incorporates guest satisfaction as a component of department meetings with a focus on continuous improvement.
• Ensures that a customer recognition program is in effect throughout Sales.
• Executes and supports Customer Service Standards and property’s Brand Standards. 
• Participates in and practices daily service basics of the brand.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solutions.

Building Successful Relationships 

• Develops and manages relationships with key stakeholders, both internal and external.
• Works collaboratively with off-property sales channels to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative.
• Works with Human Resources, Engineering and Loss Prevention to ensure compliance with local, state and federal regulations and/or union requirements.
• Attends customer events, trade shows and sales missions to maintain, build or develop key relationships with GSO Managers and customers.

Managing and Conducting Human Resource Activities 

• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Utilizes all available on the job training tools for employees.