Job Openings at Marriott International

POSITION SUMMARY

Responsible for maximizing revenue and profit associated with rooms and catering across the three customer segments of transient, contract, group and catering.  The Manager is a Hotel’s first point of contact for revenue management support and leads sales strategy meetings and maintains relationships with key stakeholders at hotel level; recommending and maintaining pricing, positioning and the management of inventory for rooms and function space. This role drives the rooms projections and communicates at hotel level as appropriate. Utilizes tools and resources to ensure recommendations provided to sales strategy teams are based on market conditions, comp set pricing, demand, booking pace and other relevant supporting data. Monitors daily transient and group transactions for significant changes and ensures rates and restrictions are optimized in all channels through a seasonal KDATE strategy. 

EXPECTED CONTRIBUTIONS

KEY RESPONSIBILITIES:

Managing Revenue Management Priorities and Strategy

• Provides revenue management functional expertise to designated hotels.
• Leverages One Yield functionality to maximize room revenue and profit.
• Ensures full Revenue Management system and Revenue Management tool adoption to drive revenue & profit opportunities.
• Ensures sales strategies and rate restrictions are communicated proactively, implemented and modified in line with seasonal and market fluctuations.
• Ensures hotel strategies conform to brand philosophies and initiatives.
• Conducts any analysis required to maximize room revenue and profit.
• Analyzes reports and available information to make long term pricing recommendations with brand initiatives as a key focus.
• Develops and implements with the General Manager and Sales Strategy Team, strategies that will maintain and/or increase the hotel’s RevPAR
• Critiques property performance weekly/monthly for Transient, Group & Catering segments for assigned hotels(s)
• Analyzes competitive performance through the use of market share tools and make recommendations to the Hotel.
• Prepares sales strategy meeting agenda, recommendations and supporting documentation.
• Conducts weekly Sales Strategy meetings with General Manager and key property staff to educate and evaluate pricing and inventory strategies
• Prepares, communicates and critiques weekly and monthly rooms projections.
• Responsible for accurate execution of inventory management tasks.
• Ensures that strategy recommendations/changes are implemented & executed in a timely manner.
• Ensures that all rates are loaded correctly and in a timely manner and selling through all relevant distribution channels.
• Manages the execution and communication of all transient promotions.
• Uses demand forecast and relevant data points to determine, implement and control selling strategies.
• Checks distribution channels for hotel positioning, placement, rate parity and information accuracy. 
• Ensures hotel strategies conform to brand philosophies and initiatives.
• Ensures compliance and participation in company promotions and digital channels.
• Understands the working relationship between revenue management, sales, reservations and property management systems.
• Executes eChannel/on-line travel agent (OTA) strategies.
• Supports and executes activation of regional or brand promotions as required.
• Evaluates and executes special events and holiday strategies. 
• Monitors and analyzes STR market share performance.

Building Successful Relationships

• Serves as the liaison, when necessary, between property and RMRS regional/corporate systems support.
• Develops and manages hotel stakeholder relationships in a proactive manner.
• Develops and utilizes productive interpersonal and communication skills. 

CANDIDATE PROFILE 

Education 

• 2-year degree from an accredited university in Business Administration, Finance and Accounting, Economics, Hotel and Restaurant Management, or 2 years experience in the revenue management, sales and marketing, or related professional area.

EXPERIENCE

• Previous experience in a Revenue Management role is preferred but not essential. 

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POSITION SUMMARY

Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes. Organize, secure, and maintain all files, records, cash and cash equivalents in accordance with policies and procedures. Record, store, access, and/or analyze computerized financial information. Maintain accurate electronic spreadsheets for financial and accounting data. Classify, code, and summarize numerical and financial data to compile and keep financial records, using journals, ledgers, and/or computers. Prepare, maintain, and distribute statistical, financial, accounting, auditing, or payroll reports and tables. Complete period-end closing procedures and reports as specified. Prepare, review, reconcile, and issue bills, invoices, and account statements according to company procedures. 

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. Address guests' service needs in a professional, positive, and timely manner. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones and emails using appropriate etiquette. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.  Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Perform other reasonable job duties as requested by Supervisors. 

CRITICAL TASKS

Duties include , but not limited to:

• Maintaining the deposit log
• Follow up on deposits older than 20 days
• Review invoices & make sure all supporting documents are included
• Sending invoices & statements to clients
• Ensuring payments are received within the client payment terms
• Attend to all queries that clients may have & ensuring adjustments are done correctly
• Review refund paperwork & process refunds
• Review Travel agent commission with backup & submit for processing
• Process credit applications
• Run Monthly debtors meeting
• Perform annual credit limit check on all clients
• Perform cash & credit card reconciliation 

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of guests and coworkers.
• Follow company and department 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.

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

Physical Tasks

• 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 10 pounds without assistance.

General Finance and Accounting

• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
• Record, store, and/or analyze information using property software.
• Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures.
• Access computerized financial information to answer general questions as well as those related to specific accounts.
• Classify, record, and summarize numerical and financial data to compile and keep financial records, using journals, ledgers, and/or computers.
• Maintain accurate electronic spreadsheets for financial and accounting data.
• Complete period-end closing procedures and reports as specified.
• Prepare, maintain, and distribute statistical, financial, accounting, auditing, or payroll reports and tables.
• Control and secure cash and cash equivalents for property according to cash handling policy and procedures.
• Code documents according to company policies and procedures.
• Generate finance/accounting reports from computer system as needed.

PREFERRED QUALIFICATIONS

Education

• High school diploma/G.E.D. equivalent
• Related Work Experience
• At least 1 year of related work experience

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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 an 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 workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, 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 Guest Experience Experts – to get it right for our guests and our business each and every time.

CRITICAL TASKS

Guest Relations

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

Guest Services

• Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
• Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.

VIP/Concierge Services

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

Check-in/Check-out

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

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
• Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
• Reports/Recordkeeping
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
• Print contingency lists to have a record of all guests in case of emergency.

Communications

• Provides assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Working with Others 

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.

Policies and Procedures

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

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

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

PREFERRED QUALIFICATIONS

• Education
• Higher Education, Diploma or equivalent
• Related Work Experience

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JOB SUMMARY

Manages the daily functions of the department to ensure protection of property assets, employees, 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 employee 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 laws 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 employees.
• Follows up on all unusual activities in and around the property that would impair the well being of guests and employees.
• 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 employees.
• Oversees all loss prevention operations to include but not limited to patrol process, emergency response, investigations (initial & follow up) for all guest and employee 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 employees.
• Oversees the claims process and protects company assets by closely monitoring the General Liability and Worker's Compensation cases.
• Communicates the importance of safety procedures, detailing procedure codes, ensuring employee 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.
• 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.

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Function

The position is accountable for proactively soliciting and handling sales opportunities.  Ensures business is turned over properly and in a timely fashion for proper service delivery.  Assists in leading all day to day activities related to sales with a focus on building long-term, value based customer relationships that enable achievement of sales objectives in the MICE (Meetings, Incentives, Conference, Event) group segment whilst achieving Sales Goals.

Required Experience & Qualifications

• A recognized Sales Qualification
• Preferably 3 – 5 years’ experience in a similar position
• Previous MICE position and knowledge of the segment
• Excellent oral and written communication skills
• Interpersonal competences and presentation skills
• Results oriented and able to meet deadlines
• Efficient in time management and can work without supervision
• The ability to interact, guide and motivate staff on all levels to be in a position to deliver exceptional service.
• Proficiency in Microsoft packages essential ( Word, Excel, email ) essential
• Professional disposition and positive attitude
• Ability to work within a pressurized environment
• Proactive, self-motivated Individual with good professional work ethic.
• Good interpersonal skills and communication, guest centric 
• Excellent communication and interpersonal skills.
• Excellent telephone and email etiquette
• Strong planning and organizing skills
• Good conflict resolution and problem solving skills
• Attention to detail and strong administrative skills
• Results and deadline driven
• Ability to work methodical and systematic
• Ability to use Initiative and be proactive
• Ability to work without supervision and within a team
• Extensive working knowledge in MS Office in all MS office applications e.g. Word, Excel, Outlook, Powerpoint
• Diligence, attention to detail and proactive with the ability to use initiative and work unsupervised is essential.
• Ability to converse and speak the English language in a professional manner.

Key Responsibilities

• Develop and implement sales strategies
• Assist in achieving segment revenue goals and property revenue goals
• Plan, organize and manage all sales activities
• Identify, analyze and implement new methods and techniques to determine sales growth
• Analyse the company's sales policies and recommend proper improvements and changes
• Build and strengthens relationships with existing and new customers to enable future bookings.  Activities include sales calls, entertainment, FAM trips and trade shows etc.
• Achieve sales budgets
• Understands the overall market – competitor’s strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• Maintains high performance levels under pressure or when experiencing changes or challenges in the workplace.
• Actively participates as a member of a team to move team toward the completion of goals.
• Sets a positive example
• Builds, directs, manages, and ensures implementation and effectiveness of MICE strategies throughout the year.
• Maintains and develops relationships between client and property through the MICE segment
• Creates and inspires existing clients and new business clients to make use of local and international properties
• Contracting and negotiating processes are followed and extreme care is exercised when dealing with all clients
• Reporting and administration

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CRITICAL WORK ACTIVITIES

• Fix minor plumbing problems such as unclogging drains, plunging toilets, and repairing leaky spigots and faucets. 
• Perform miscellaneous minor repairs such as tightening loose toilet seats, changing light bulbs, and patching holes in walls. 
• Perform preventative maintenance on tools and equipment, including cleaning and lubrication. 
• 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
• Maintain confidentiality of proprietary information, and protect company assets. 
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests' service needs, and assist individuals with disabilities. 
• Speak with others using clear and professional language. 
• Develop and maintain positive working relationships with others, and listen and respond appropriately to the concerns of other employees. 
• Ensure adherence to quality expectations and standards. 
• Visually inspect tools, equipment, or machines.
• Grasp, turn, and manipulate objects of varying size and weight. 
• Perform other reasonable job duties as requested by Supervisors.

General Maintenance

• Perform all surface preparation and painting, minor drywall and wood trim repair, light bulb and A/C filter replacement and the complete and thorough clean up of the painting or repair area.
• Test, troubleshoot, and perform basic repair on all types of equipment, plumbing (e.g., plunge toilets and unclog drains), electrical components including lamps, cosmetic items, extension cords, vacuum cleaners, internet devices, replace electrical switches and outlets, and program TV's.
• Perform repairs on interior and exterior landscaping as well as external landscaping sprinklers.
• Perform general housekeeping and engineering-related inventory duties.

Education and Experience

• Matric
• 3-5 years’ experience in a similar position 
• Must be prepared to work shifts: weekend duty departmental cycles, after hours coverage as per operational requirements essential.

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JOB SUMMARY

As a member of the property Human Resources support staff, he/she works with Human Resources employees to carry out the daily activities of the Human Resource Office including oversight of recruitment, total compensation, and training and development. Additionally, he/she focuses on delivering HR services that meet or exceed the needs of employees and enable business success; as well as ensures compliance with all applicable laws, regulations and operating procedures. 

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 3 years experience in the human resources, management operations, or related professional area.
• Hospitality experience will be advantageous.
• OR
• 2-year degree from an accredited university in Human Resources, Business Administration, or related major; 1 year experience in the human resources, management operations, or related professional area.
• Hospitality experience will be advantageous.

CORE WORK ACTIVITIES

Managing Recruitment and Hiring Process

• Assists in the interviewing and hiring of Human Resource employee team members with the appropriate skills, as needed.
• Establishes and maintains contact with external recruitment sources. 
• Attends job fairs and ensures documentation of outreach efforts in accordance with Human Resource Standard Operating Procedures.
• Networks with local organizations (e.g., Hotel Association and peers) to source candidates for current or future openings.
• Oversees/monitors candidate identification and selection process.
• Provides subject matter expertise to property managers regarding selection procedures.
• Partners with vendor partners to ensure effective advertisement efforts are being utilized for open positions in appropriate venues to attract a diverse candidate pool. 
• Performs quality control on candidate identification/selection.

Administering and Educating Employee Benefits

• Works with the unemployment services provider to respond to unemployment claims; reviews provider reports for accuracy and corrects errors. 
• Prepares, audits and distributes unemployment claim activity reports to property management. 
• Attends unemployment hearings and ensures property is properly represented. 
• Ensures that department has the available resources on hand to administer employee.

Managing Employee Development

• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Ensures employees are cross-trained to support successful daily operations.
• Uses all available on the job training tools for employees; supervise on-going training initiatives and conducts training, when appropriate.
• Ensures coordination and facilitation of new hire orientation program to generate a positive first impression for employees and emphasize the importance of guest service in company culture.
• Ensures attendance by all new hires and participation of the leadership team in training programs 
• Collaborates with management team to ensure departmental orientation processes are in place and employees receive the appropriate new hire training to successfully perform their job.

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POSITION SUMMARY

Issue, open, and serve wine/champagne bottles. Answer guest questions or concerns regarding the origin, vintage, and style of various wines. Update and maintain wine list and MICROS system. Pair and suggest wines that will best complement menu items. Attend wine tastings and develop relationships with vendors. Request new wines and products. Create and update wine lists. Design and implement wine promotions and incentive programs. Monitor and replenish inventory of wine cellar, equipment, and glassware. Train and educate server and bartender staff.  Conduct vintage and BIN number checks. Conduct staff wine tastings. Secure liquors, beers, wines, coolers, cabinets, and storage areas. Follow all state and local laws for serving alcohol responsibly. Maintain accurate spill sheet. 

Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. 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).
• 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.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Policies and Procedures

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

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• 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, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Assist other employees to ensure proper coverage and prompt guest service.

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.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• 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.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move through narrow, confined, or elevated spaces.
• Move over sloping, uneven, or slippery surfaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

General Food and Beverage Services

• Follow property key policies, including checking out and returning keys to appropriate departments.
• Follow appropriate procedures for serving alcohol (e.g., TIPs (Training for Intervention Procedures), CARE (Control Alcohol Risks Effectively)).
• Ensure that coolers, freezers, bread drawers, and steamwells (e.g., gravy, soup) are set at the correct temperatures and labeled, and record equipment and food temperatures on HACCP chart.
• Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.
• Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
• Monitor dining rooms for seating availability, service, safety, and well being of guests.
• Document any and all guest and employee incidents/accidents for management follow up.
• Notify management of maintenance repairs issues.

Assists Management

• Communicate with guests, other employees, or departments to ensure guest needs are met.
• Update MICROS system menus as required.
• Conduct meetings with Servers and review information pertinent to set-up and service, and coordinate service.

Greeting and Seating

• Thank every guest upon departure, invite them to return, and wish them a fond farewell.

Closing

• Secure liquors, beers, wines, coolers, cabinets, and storage areas.
• Complete bottle transfer slips and distribute accurately.
• Track most saleable items to give feedback to management.
• Check with captain or supervisor before leaving at end of shift.

Steps of Service

• Retrieve alcoholic beverages from bar and serve to guest in accordance with the company standards and local laws.
• Serve food courses to guests, following QA audit standards (e.g., serving from the right, ladies first, unobtrusive service).
• Check in with guests to ensure satisfaction with each food course and/or beverages.
• Take and record guest orders using position points for beverages and food, utilizing suggestive/up-selling techniques.

Wine/Sommelier

• Update and maintain wine list and MICROS system.
• Attend wine tastings and training to continue self education and development.
• Answer guest questions or concerns regarding the origin, vintage, and style of various wines.
• Decant wines appropriately to the wine type.
• Issue, open, and serve wine/champagne bottles, ensuring guest satisfaction.
• Monitor inventory of wine cellar, ensuring appropriate quality and amounts of wine, proper storage and disposal of wines, and replenishing cellar as needed.
• Train and educate server and bartender staff on wine origin, vintage, styles, and pairings.
• Pair and suggest wines that will best complement each particular food menu item.
• Conduct vintage and BIN number checks.
• Request new wines and products to complement existing menu selections.
• Conduct staff wine tastings per company SOP and applicable laws.
• Conduct period inventories to ensure percentage cost is at or below budgeted levels.
• Order and conduct inventory of specialty wine equipment and glassware.
• Create and update wine lists for outlets or restaurants.
• Design and implement wine promotions and incentive programs.
• Meet with wine distributors, wineries, and purveyors to stay abreast of latest products and ensure positive vendor relationships.

Bartending

• Follow all state and local laws for serving alcohol responsibly (e.g., last call times).
• Document and communicate any incidents/accidents immediately to management and Loss Prevention during shift or event.
• Maintain accurate spill sheet.
• Check quality and set up designated bar stock and supplies by using checklist.

PREFERRED QUALIFICATIONS

Education

• Technical, Trade, or Vocational School Degree
• Related Work Experience
• At least 2 years of related work experience

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POSITION SUMMARY

Follow all company policies and procedures; protect company assets. Address guests’ service needs. Exchange information with other employees using electronic devices. Develop and maintain positive working relationships with others.

Communicate with other IS personnel to troubleshoot and resolve technical problems or issues related to computer software and systems, internet access, hardware and peripheral equipment. Refer major problems or defective products to vendors/technicians. Respond to program error messages by finding and correcting problems or terminating the program. Enter commands and activate controls on computer and peripheral equipment. Inspect, test, and diagnose computer equipment and systems. Maintain inventory of all technology devices. Maintain computer networks, support server system(s), and supporting software. Provide network communications support. Maintain and upgrade hardware, software and website technical architecture related to hardware and telecommunication connectivity. Perform system backups. Provide end-user support. Manage user accounts, including set up, removal, and resetting passwords in order to ensure confidentiality and proper use. Install, configure, and modify workstations. Modify workstations, including set up of cables, desktop computers, laptops, docking stations, and printers. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Secure all backup tapes and computer/telephone rooms. Educate users regarding procedures for securing Personal Identifiable Information (PII). 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      

CRITICAL TASKS

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Follow company and department policies and procedures.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Working with Others

• 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.

Physical Tasks

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

Problem Solving

• Troubleshoot and resolve technical problems or issues related to computer software and systems.
• Troubleshoot and resolve technical problems or issues related to internet access.
• Respond to program error messages by finding and correcting problems or terminating the program.
• Refer major hardware/software problems or defective products to vendors or technicians for service.
• Communicate with other IS personnel to resolve non-routine problems with hardware, software, or guest room internet access.
• Troubleshoot and repair technical problems or issues related to computer hardware and peripheral equipment.

Computer Hardware and Software

• Enter commands and activate controls on computer and peripheral equipment (e.g., printers) to integrate and operate equipment.
• Inspect, test, and diagnose computer equipment and systems.
• Maintain inventory of all technology devices (e.g., Blackberry, routers, switches, encoders).

Network Administration

• Maintain computer networks, support server system(s), and supporting software.
• Provide network communications support and assist with the implementation of office systems.
• Maintain and upgrade hardware and software, including peripherals (e.g., printers, scanners) and website technical architecture related to hardware and telecommunication connectivity.
• Perform system backups.
• Provide end-user support for all LAN and WAN based applications.

Personal Computer Support

• Manage user accounts, including set up, removal, and resetting passwords in order to ensure confidentiality and proper use.
• Maintain accurate inventory of desktop and laptop computers and related peripherals (e.g. printers, scanners, etc).
• Install and configure workstations, including set up of cables, desktop computers, laptops, docking stations, and printers.
• Modify workstations, including set up of cables, desktop computers, laptops, docking stations, and printers.
• Provide end-user support for desktop computers, including answering technical questions and simulating or recreating user problems.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Physical Security

• Ensure all backup tapes are locked in a fireproof safe in a secure location.
• Educate users regarding procedures for securing Personal Identifiable Information (PII).
• Ensure computer and telephone rooms are kept locked at all times and access is restricted using interrogated key system.
• Ensure that computer and telephone rooms are free of food, drink, and trash.

PREFERRED QUALIFICATIONS

• Education
• High school diploma/G.E.D. equivalent
• Related Work Experience
• At least 1 year of related work experience

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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.

CRITICAL TASKS

• 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.