Protea Hotels by Marriott has a footprint of more than 100 hotels in 9 African countries and comprises a full and diverse range of outstanding hotels and resorts offering superior appointments, personalised service and individuality of character.
JOB SUMMARY
- Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.
CANDIDATE PROFILE
Education and Experience
- High school diploma or GED; 4 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; 2 years experience in the guest services, front desk, housekeeping, or related professional area.
CORE WORK ACTIVITIES
Supporting Property Operations and Guest Relations Needs
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Sends copy of MOD report to all departments on a daily basis.
- Strives to improve service performance.
- Ensures compliance with all policies, standards and procedures.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Supporting Profitability Goals
- Understands and complies with loss prevention policies and procedures.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- 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.
Managing the Guest Experience
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Empowers employees to provide excellent customer service.
- Provides immediate assistance to guests as requested.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Ensures employees understand customer service expectations and parameters.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
- Records guest issues in the guest response tracking system.
Assisting Human Resources Activities
- Participates as needed in the investigation of employee and guest accidents.
- Observes service behaviors of employees and providing feedback to individuals.
- Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Celebrates successes and publicly recognizes the contributions of team members.
- Ensures employees are cross-trained to support successfully daily operations.
- 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 support the Peer Review Process.
- Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
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.
- Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
- Managing Execution
- 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 to Serve.
Learning and Applying Professional Expertise
- 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.
- General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-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).
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.
go to method of application »
POSITION SUMMARY
- Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. 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. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.
- Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. 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. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 5kg without assistance. 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).
- Maintain awareness of undesirable persons on property premises.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- 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.
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 Supervisors.
Guest Relations
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Address guests' service needs in a professional, positive, and timely manner.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g. LEARN) to resolve issues, delight, and build trust.
- Thank guests with genuine appreciation and provide a fond farewell.
- Assist other employees to ensure proper coverage and prompt guest service.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way).
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.
- 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.
- Talk with and listen to other employees to effectively exchange information.
- Exchange information with other employees using electronic devices (e.g.two-way radios, email).
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Physical Tasks
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Enter and locate work-related information using computers and/or point of sale systems.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 5kg without assistance.
Check-in/Check-out
- Process all guest check-ins by confirming reservations in computer system (e.g. OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
- Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
- Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
- Activate room keys using electronic key machine (e.g., Vingcard) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
- Assign room according to guest request and preferences whenever possible.
- Verify and adjust billing for guests.
- Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
- Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
- Accommodate requests for room changes when possible.
- File guest paperwork or documentation.
- Pre-register designated guests and prepare key packets.
- 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.
- Communicate to appropriate staff that there are guests that are waiting for an available room.
- Review requests for late check-outs and approve according to occupancy.
- Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
- Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
- Obtain and verify proper tax-exempt information for tax-exempt guests.
Reservations/Blocking Rooms
- Confirm reservations and cancellations.
Communications
- Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
Reports/Recordkeeping
- 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.
- Run credit card authorization report and check for discrepancies.
- Review shift handover book and emails, document pertinent information in handover books/emails.
- Print contingency lists to have a record of all guests in case of emergency.
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.
Guest Services
- Contact appropriate individual or department (e.g. Front Desk, Housekeeping, and Security) as necessary to resolve guest call, request, or problem.
- Receive, record, and relay messages accurately, completely, and legibly.
- Answer, record, and process all guest calls, requests, questions, or concerns.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Accept and record wake-up call requests and deliver to appropriate department.
VIP
- Respond to special requests from guests with unique needs.
Parking
- Communicate parking procedures to guests/visitors.
Cash Handling
- Process all payment types such as room charges, cash, checks, debit, or credit.
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
- Count floats at end of shift and secure float.
- Balance and drop receipts according to accounting specifications.
- Provide change to guests.
- Obtain manual authorizations and follow all Accounting procedures when computer system is down.
- Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change.
Finance-Related
- Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.
Maintenance/Security
- Notify Security of any guest reports of theft.
CRITICAL COMPETENCIES
Analytical Skills
- Learning
- Decision-Making
- Problem Solving
- Computer Skills
- Arithmetic Computation
Interpersonal Skills
- Customer Service Orientation
- Interpersonal Skills
- Team Work
- Diversity Relations
Communications
- English Language Proficiency
- Communication
- Listening
- Applied Reading
- Writing
Personal Attributes
- Integrity
- Dependability
- Positive Demeanor
- Presentation
- Adaptability/Flexibility
- Stress Tolerance
- Initiative
Organization
- Multi-Tasking
- Time Management
Physical Abilities
PREFERRED QUALIFICATIONS
Education
- Matric Certificate is required
Related Work Experience
- No related work experience is required
Supervisory Experience
- No supervisory experience is required
go to method of application »
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.
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
go to method of application »
JOB SUMMARY
- This position is responsible for both event planning and the daily execution of all banquet functions including overall quality, set-up, cleanliness and service. Prepares event documentation and coordinates with Sales, property departments, and clients to ensure consistent, high-level service throughout pre-event, event and post-event phases. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events. Monitors the daily performance of the banquet service staff.
CANDIDATE PROFILE
Education and Experience
- High school diploma or GED; 4 years’ experience in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related professional area.
OR
- 2-year degree from an accredited university in Hospitality, Business Administration, or related major; 2 years’ experience in Food Service Management, Hotel and Restaurant Management, Hospitality, or related professional area.
CORE WORK ACTIVITIES
Managing Event Logistics and Operations (Planning)
- Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.
- Verifies that events progress seamlessly by following established procedures, collaborating with other employees, and confirming accuracy.
- Promptly greets client during the event phase, executes the event and/or hands-off to the Event Operations team for the execution of details (as appropriate).
- Adheres to all standards, policies, and procedures.
- Verifies billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
- Identifies operational challenges associated with assigned group and determines how to best work with the property staff and customer to solve these challenges and develop alternative solutions.
- Applies knowledge of all laws, as they relate to an event.
- Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event).
- Participates in customer site inspections and assists with the sales process as necessary.
- Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s experience.
- Monitors guest deposits, room blocks, rooming list, cutoff dates, waitlist, overflow accommodations, and rooming requests (as applicable).
- Performs other duties as assigned to meet business needs.
Managing Banquet Services
- Monitors the daily execution of all banquet functions including overall quality, set-up, cleanliness and service.
- Identifies any maintenance issues and schedule appropriate repair or cleaning.
- Provides support to Banquet staff during the planning, set-up and service of each assigned function
- Meets with clients prior to event to review all special requirements and expectations and provides introduction to the assigned Banquet contact.
- Coordinates with the culinary and stewarding teams to determine function timing, service equipment requirements and menu selections.
- Assists in creating or creates room diagrams for all events including food and beverage service.
- Inventories all equipment and supplies as directed by the Banquet Manager.
- Performs Banquet Management duties in the absence of a Banquet Manager.
Audio Visual Services
- Services all audio visual needs of events.
- Executes the administrative processes associated with event technology operations.
- Ensures equipment is recovered from events and properly secured.
Monitoring Processes and Procedures
- Assists Banquet Management in verifying that all policies and procedures are maintained and enforced.
- Schedules all banquet services employees according to established service guidelines.
- Inspects all banquet events to verify proper set-up according to layout plans and client expectations.
Supporting and Coordinating with the Sales and Marketing Function
- Assists in the sales process and revenue forecasting for customer groups.
- Up-sells products and services throughout the event process.
- Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.
MANAGEMENT COMPETENCIES
Leadership
- Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
- Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
- Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
- 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 - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
- 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 for self and/or others 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 team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
- Talent Management - Provides guidance 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 and generate innovative solutions to approach team, business, and administrative challenges.
- Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
- Event Planning - The ability to connect with customers, detail events, upsell products and services, manage multiple customers at a given time, be detailed orientated, understand and have a working knowledge of catering and event management systems.
- General Event Management – The ability to have a working knowledge, understanding of polices, procedures and standards of the event management department to include, event planning, event operations and event technology for different types of events.
- Banquets – Have a working knowledge of service standards, procedures and techniques for executing banquet event orders to include banquet /meeting room set up and strike, banquet design, and banquet beverage set-up and controls.
- Event Services - Have a working knowledge of standards and procedures for proper meeting room and table set-ups, various meeting room and table configurations and the set-up of staging and dance flooring.
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.
go to method of application »
Job Summary
- Responsible for generating and growing accommodation, meetings, events, conference, and food and beverage revenue through proactive sales activities. The Sales Executive develops new business opportunities, manages key accounts, and maintains strong client relationships to achieve budgeted revenue targets while delivering Marriott brand standards.
Candidate Profile
- Grade 12 / Matric.
- NQF Level 6 qualification in Hospitality Management, Marketing, Business Administration or a related field.
- Minimum 2 years experience in hotel sales, hospitality sales, customer service, business development or a related field.
- Valid driver's licence and own reliable transport.
- Excellent communication, presentation, negotiation and networking skills.
- Computer literacy with proficiency in Microsoft Office.
Managing Sales Activities
- Prospect and secure new business within corporate, government, sports, travel trade, leisure and MICE segments.
- Conduct sales calls, client meetings, networking events and site inspections.
- Prepare proposals, contracts, presentations and rate agreements.
- Achieve monthly, quarterly and annual revenue targets.
- Identify opportunities to maximise room night, meeting space and food and beverage revenue.
- Maintain an accurate sales pipeline and account management records.
- Monitor market trends, competitor activity and customer requirements.
- Support hotel sales and marketing initiatives and promotions.
- Ensure seamless handover of confirmed business to hotel operations teams.
- Building Successful Relationships
- Develop and maintain strong relationships with existing and prospective clients.
- Drive customer loyalty through exceptional account management and service delivery.
- Work closely with operations teams to ensure client expectations are met or exceeded.
- Represent the hotel at trade shows, exhibitions and industry events.
- Actively engage with community stakeholders and strategic partners.
- Resolve customer concerns professionally and timeously.
Additional Responsibilities
- Prepare sales reports, forecasts and business updates.
- Attend revenue, sales and departmental meetings.
- Support brand standards and company initiatives.
- Perform any additional duties required to support business objective
go to method of application »
POSITION SUMMARY
- Prepare ingredients for cooking, including portioning, chopping, and storing food. Wash and peel fresh fruits and vegetables. Weigh, measure, and mix ingredients. Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklist. Prepare cold foods. Operate ovens, stoves, grills, microwaves, and fryers. Test foods to determine if they have been cooked sufficiently. Monitor food quality while preparing food. Set-up and break down work station. Serve food in proper portions onto proper receptacles. Wash and disinfect kitchen area, tables, tools, knives, and equipment. Check and ensure the correctness of the temperature of appliances and food.
- 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. 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 or for an entire work shift. 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: High school diploma or G.E.D. equivalent.
- Related Work Experience: At least 1 year of related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None
go to method of application »
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
go to method of application »
POSITION SUMMARY
- First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. 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 Arrival 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 workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Arrival 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 50 pounds without assistance and objects weighing more than 75 pounds with assistance.. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival 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
go to method of application »
POSITION SUMMARY
- Assist and support management and the leadership team with handling and resolving Human Resources issues. Assist employees with internal and external transfer requests and procedures. Monitor and assist managers/supervisors with hiring processes and issues. Coordinate and conduct applicant drug screens, reference checks, background checks, motor vehicle checks, and social security number verification. Maintain applicant flow, drug screen, orientation and transfer request logs. Create and maintain new hire and personnel files and enter them into Human Resources Information Systems. Assist with orientation of new employees. Monitor all hiring and recruitment processes for compliance with all local, state, and federal laws and company policies and standards. Ensure accurate maintenance of all employee records and files (e.g., interview documents, I-9's). Support processing and maintenance of payroll records in accordance with policies and procedures, as necessary. Inform Human Resources management of issues related to employee relations within the division or property. Create and maintain filing systems. Generate Human Resources data reports as necessary Answer phone calls and record messages. Create and type office correspondence using computer. Serve as Human Resources subject matter expert and participate on project teams. Train new hires on Human Resources processes, programs, policies, information systems, etc.
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. 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.
PREFERRED QUALIFICATIONS
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: At least 1 year of related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None
go to method of application »
POSITION SUMMARY
- Our jobs aren’t just about putting food on the table that our guests will enjoy until they ask for their bill. Instead, we want to build an experience that is memorable and unique – with food and drinks on the side. Our F&B Service Experts take the initiative and deliver a wide range of services to make sure that guests enjoy their meal. Whether setting tables, communicating with the kitchen, interacting and serving guests, or cleaning work areas and supplies, the F&B Service 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 workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for F&B Service Experts – to get it right for our guests and our business each and every time.
CRITICAL TASKS
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.
- 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 to resolve issues, delight, and build trust.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Assist other employees to ensure proper coverage and prompt guest service.
General Food and Beverage Services
- Maintain cleanliness of work and guest areas by clearing, collecting and returning food and beverage items to proper area.
- Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
- Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
- Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
- Pick-up trays and clean tables as needed to ensure a clean dining area.
- Follow appropriate procedures for serving alcohol, follow local Training & Guidance.
- Thank every guest upon departure, invites them to return, and wishes them a fond farewell.
- Retrieve and deliver food and beverage orders in a timely manner.
- Perform other reasonable duties as requested.
- Coordinates with the respective kitchens to ensure guests’ orders are delivered.
Beverage/Coffee Cart
- Inspect the cleanliness and presentation all china, glass, and silver prior to use.
- Cash/Bank Handling
- Record transaction in MICROS or similar system at time of order.
- Process all payment methods in accordance with Accounting procedures and policies.
- Follow property control audit standards and cash handling procedures (e.g., blind drops).
- Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
- Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
- Transport bank to/from assigned workstation, following security procedures.
- Set up and organize cashier workstation with designated supplies, forms, and resource materials; and always maintain cleanliness of workstation.
Closing
- Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
Steps of Service
- Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.
- Check in with guests to ensure satisfaction with each food course and/or beverages.
- Answer questions on menu selections, and check with kitchen staff whenever additional clarification is necessary.
- Communicate with the kitchen regarding the length of wait for food items, recook orders, and product availability.
In-Room Dining/Room Service
- Take room service orders over the phone, answering any questions regarding the menu, inputting order into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy, and providing expected delivery time.
- Place and log call back for room service order within appropriate time frame to ensure guest satisfaction.
- Notify guests and management of delays in service delivery.
Assists Management
- Communicate with guests, other employees, or departments to ensure guest needs are met.
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.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Safety and Security
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- 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.
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
- Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- 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.
- Maintain confidentiality of proprietary materials and information.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
- Follow the requirements and tasks as defined in EMEA Food & Beverage Cashiering SOP if associate handles cash.
- Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
CRITICAL COMPETENCIES
Interpersonal Skills
- Customer Service Orientation
- Teamwork
- Interpersonal Skills
- Diversity Relations
Communication
- Communication
- Listening
- English Language Proficiency
Interpersonal Skills
- Customer Service Orientation
- Teamwork
- Interpersonal Skills
- Diversity Relations
Communications
- Communication
- Listening
- English Language Proficiency
Personal Attributes
- Dependability
- Presentation
- Positive Demeanor
- Integrity
- Safety Orientation
- Stress Tolerance
- Adaptability/Flexibility
Organization
Personal Attributes
PREFERRED QUALIFICATIONS
- Education: Higher Education, Diploma or equivalent
- Related Work Experience: At least 1 year of related work experience
- Supervisory Experience: No supervisory experience is required
Method of Application
Use the link(s) below to apply on company website.
Build your CV for free. Download in different templates.
Gmail
Yahoomail