Hot Jobs at Marriott International

JOB SUMMARY

Function

• Join our amazing team and deliver unforgettable and memorable experiences. We are recruiting for an enthusiastic individual with a positive attitude. Reporting to the Front Office Manager, the successful incumbent will be required to provide professional and excellent customer service and is expected to support and assist with the front office operational requirements and all related areas as required and to maintain the exceptional customer service standards expected in accordance with Marriott International and Westin Brand Policies and Procedures.

Required Experience & Qualifications

• Appropriate Tertiary Hospitality qualification
• Minimum of 3 years’ experience in a similar position within a 5-star environment
• Good leadership, communication and interpersonal skills.
• Professional Disposition 
• Strong planning and organizing skills to meet deadlines
• Effective problem solving, decision making and conflict management skills 
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Experience in IR management and disciplinary processes
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Maintain a neat, clean and well-groomed appearance as per company standards
• Extensive working knowledge in MS Office in all MS office applications as well as OPERA

Key Areas of Responsibility

• Ensure that the highest standards of service in the Front Office departments are maintained and developed at all times
• Effectively co-ordinate and organise the operations of the Front Office department
• Provide support and guidance to all Front Office departments to ensure efficiency throughout 
• Achieve hygiene, health and safety standard requirements 
• Interviewing, screening and hiring of new employees
• Appraising performance; recognition and discipline.
• Co-ordinate training programmes and skills enhancement initiatives for Front Office staff in guest service, safety, hygiene, etc.
• Address and resolve both guest and staff concerns.
• Maintain a safe work environment by ensuring high standards of repair, hygiene and safety.
• Guest interaction regarding special requests

Supporting Management of Front Desk Team 

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees
   

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JOB SUMMARY

• Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.  Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 3 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years work experience in a similar role.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team 

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service 

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities 

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Participates in department meetings.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.   
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability 

• Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
• Computer Skills - The ability to use computer systems and software packages to input, access, modify, store, or output information or to execute programs or analyses.  This includes the ability to enter and retrieve data from computer systems using a keyboard, mouse, or trackball. Basic trouble shooting skills, for computers, printers and in room guest technologies. Ability to adapt to changing technologies. 
• Problem Resolution- Ability to record, track and resolve guest problems via property software (i.e. Guestware, FOSSE, etc.) handle emergencies, and effectively deal with customer issues and complaints.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

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JOB SUMMARY

• Assists with the 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; 3 year’s experience in sales and marketing, guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 1 year 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 - 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 both prior to, and during the program/event.

Conducting Daily Reservations Sales Activities

• Responds to incoming reservations sales opportunities for the property that are outside parameters of the EventBooking Center.
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Uses sales resources and administrative/support staff effectively.
• 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.
• Manages wait list and prioritizes order of wait list contacts to be made.
• Prepares work and maintenance orders.

Providing Exceptional Customer Service

• Supports the company’s service and relationship strategy, driving customer loyalty and satisfaction by delivering service excellence throughout each customer experience.
• Services our customers in order to grow share of the account.
• Executes and supports the company’s customer service standards and property’s brand standards.
• 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.
• 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.

Additional Responsibilities

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

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.   
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability 

• Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
• Revenue Management - Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management). 
• Inventory Management - The ability to manage rooms and function space restrictions and thresholds using systems or manually in order to maximize revenue/profit across all segments.
• Sales and Marketing - Knowledge of sales and marketing concepts including principles and methods for showing, promoting and selling products or services as well as marketing strategies and tactics.
• Sales Ability:  Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
• Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
• Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

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POSITION SUMMARY

• Prepare special meals or substitute items. Regulate temperature of ovens, broilers, grills, and roasters. Pull food from freezer storage to thaw in the refrigerator. Ensure proper portion, arrangement, and food garnish. Maintain food logs. Monitor the quality and quantity of food that is prepared. Communicate assistance needed during busy periods. Inform Chef of excess food items for use in daily specials. Inform Food & Beverage service staff of menu specials and out of stock menu items. Ensure the quality of the food items. Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklist. Prepare cold foods.
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model. Follow all company and safety and security policies and procedures; report maintenance needs, accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Anticipate and address guests’ service needs. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. 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 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATION

• Education: Technical, Trade, or Vocational School Degree.
• Related Work Experience: At least 3 years of related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

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JOB SUMMARY

• Functions as the strategic business leader of property operations and acts as General Manager in his/her absence.  Areas of responsibility include Front Office, Business Center, Housekeeping, Security/Loss Prevention, Engineering/Maintenance, Food and Beverage/Culinary and Event Management, where applicable. Position works with direct reports (Executive Committee members and department heads) to develop and implement the operations strategy and ensuring implementation of the brand service strategy and brand initiatives. The position ensuring operations meet the brand’s target customer needs, ensuring employee satisfaction, focuses on growing revenues and maximizes financial performance.  As a member of the Executive Committee, develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property employees and provides a return on investment.

CANDIDATE PROFILE 

Education and Experience

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

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 6 years’ experience in the management operations, sales and marketing, or related professional area.

CORE WORK ACTIVITIES

Managing Profitability and Departmental Budgets

• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.
• Reviews financial reports and statements to determine how Operations is performing against budget.
• Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.
• Works with direct reports to determine areas of concern and establishing ways to improve the departments’ financial performance.
• Strives to maintain profit margins without compromising guest or employee satisfaction.
• Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holds team accountable for results.
• Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Makes and executes key decisions to keep property moving forward towards achievement of goals.

Managing Property Operations

• Strives to improve service performance.
• Communicates a clear and consistent message regarding operational goals to produce desired results on a continuous basis.
• Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Ensures core elements of the service strategy are in place to produce the desired results.
• Tours building on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.

Leading Property Operations Teams

• Establishes a vision for product and service delivery on property.
• Champions the brand’s service vision for product and service delivery and ensuring alignment amongst the property leadership team.
• Ensures employees are treated fairly and equitably.

Managing and Conducting Human Resources Activities

• Observes service behaviors of employees and providing feedback to individuals and/or managers.
• Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
• Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
• Utilizes an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
• Stays knowledgeable of leadership talent in the property.
• Fosters employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

MANAGEMENT COMPETENCIES 

Leadership

• Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing              Marriott in alignment with its values.
•  Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different              sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action. 
•  Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation                    skills.
•  Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace. 

Managing Execution

• Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work                                 requirements to accomplish goals and ensure work is completed.
• Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the       efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required
•  Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion           and collaboration among team members.

Building Relationships

•   Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting                               relationships. 
•   Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with Marriott's Spirit t         Serve. 
• Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve                     objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
• Organizational Capability - Understanding and leveraging associate talent and capabilities to meet work needs; supporting the attraction, selection, and/or                        retention of associates in order to achieve department and business objectives. 

Learning and Applying Professional Expertise

• Applied Learning - Seeking and making the most of learning opportunities to improve performance of self and/or others. 
• Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business                          operations and generate innovative solutions to approach function-specific work challenges
• Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities.  This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
• Owner Service - Skill in anticipating and assessing needs, actively looking for ways to help, exceeding expectations for service, and evaluating satisfaction for owners.
• General Property Operations - Knowledge of the operating principles and practices of all brand/property-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club). 
• Business Acumen - Understanding and utilizing business information (e.g., data used in the Marriott Balanced Scorecard related to Associate Engagement, Guest              Satisfaction, and Property Financial Performance) to manage everyday operations and generate innovative solutions to approach business and administrative                     challenges
• Applied Business Knowledge - Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
• Management of Capital Resources - Determines the appropriate allocation of money used to accomplish work goals, and submits expenses according to guidelines; appropriately utilizes and maintains equipment, facilities, and materials needed to perform work activities.
• Administration and Management - Understands and applies the business and management information involved in strategic planning, resource                             allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 

• Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning  - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

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POSITION SUMMARY

• Process transient, group and event sales requests, changes, and cancellations received by phone, fax, or email. Identify guest, and client enquiry needs and determine appropriate room type, including group and catering blocks. Verify availability of room type, event space 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 property management systems. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct codes and rate into the property management 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.

RESERVATION SERVICES

• Verify all enquiry 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 and client requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Describe room accommodations and benefit feature sale amenities to guests and clients.
• Use sales techniques when assisting guests and clients in making reservations, including personalizing calls, obtaining complete guest and client needs, suggesting alternate dates or directing guests and clients to sister properties on sold out days.
• Answer guest and client 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 and client enquiry needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Bonvoy program.
• Follow “up selling” techniques and sales strategies in order to maximize property revenue.
• Identify repeat guests and clients using appropriate look up procedures. 

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 property management system by entering correct information into proper fields, including Marriott Bonvoy number, and asking for travel agency IATA and TIDS numbers (i.e., flags, comments, guest messages).
• Verify availability of room type, event space, rate, and occupancy before confirming any reservations and enquiries.
• Process all enquiry requests, changes, and cancellations received by phone, fax, or email.
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct codes and rate into the property management system.

GUEST RELATIONS

• Follow proper escalation procedures when addressing guest concerns.

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.