Job Openings at Marriott International

Specific areas of responsibility include:

Analysis & Reporting 

• Data Analysis MRDW / ATR / SFA / Vision / Client Reports as required
• MI Sales Goals Uploading and running monthly
• Acquiring of Smartsheet data from hotels monthly 
• Cleaning of Group data (assigning of associates to bookings) and sending pipeline reports timeously (weekly & monthly)

2. Goal Setting:

• Work with the Director of National Sales South Africa to complete the annual goal setting process and ensure it is aligned to the needs of the business as well as completed in a timely manner
• Provide regular updates on performance to target
• Work with the Director of National Sales South Africa to complete Top Performer and Golden Circle goal setting and monitoring
• Provides support for the quarterly and annual bonus tracking and monitoring 

3. Reporting:

• Provides all reporting requirements as outlined by the Director of National Sales South Africa including but not exclusive to:
• Hotel specific account targets and production tracking
• Quarterly, monthly and annual individual and team performance 
• Hotel and owner dashboard reviews
• Data for hotel facing newsletters and updates

Candidate Profile

Experience 

• Working knowledge of hotel operations including sales, reservations, revenue & others
• Working knowledge of customer buying channels, specifically, GDS, wholesalers and internet
• Knowledge of Marriott corporate culture, resources and organizational structure, policies.
• Complete knowledge of National Sales functions and organizational structure and ability to be a resource to others
• Strong interpersonal and communications skills, as main contact with internal and external customers, vendors and travel partners on multiple organizational level is necessary 
• Systems knowledge requirements: advance knowledge of all Microsoft Office products; working knowledge of Marriott business systems an advantage

Technical Skill Requirement

• Excellent organizational skills 
• Ability to prioritize and manage multiple projects and events and prioritise effectively
• Ability to cope with changes and demonstrate a flexible approach
• Ability to understand business needs and technology to assess and define applications requirements 
• High degree of initiative, personal responsibility and ownership
• Ability to work as part of a team and equally able to work under own initiative
• Sales and Customer service orientated
• Ability to learn and improve business knowledge
• Delivers on commitments to clients, vendors & colleagues

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CRITICAL TASKS

Guest Relations

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

Guest Services

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

VIP/Concierge Services

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

Check-in/Check-out

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

Cash Handling

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

Reports/Recordkeeping

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

Communications

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

Working with Others 

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

Policies and Procedures

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

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

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

CRITICAL COMPETENCIES

Analytical Skills

• Learning
• Decision-Making
• Problem Solving
• Computer Skills
• Basic Mathematics

Interpersonal Skills

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

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Adaptability/Flexibility
• Stress Tolerance
• Initiative
• Organization
• Multi-Tasking
• Time Management

PREFERRED QUALIFICATIONS

Education

• Higher Education, Diploma or equivalent

Related Work Experience

• No related work experience is required

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• 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.

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• 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.

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Our Utility Cleaners play an important role in support of a number of vital hotel functions. 

• At our hotels these associates may work across departments (e.g., kitchen, food and beverage, laundry) to support cleaning needs.
• Whether preparing fresh clean linen and spotless dining ware for guests to enjoy, operating and maintaining cleaning equipment and tools (e.g., dish washing machines, hand wash stations, linen washers and dryers), or transporting dishware or linens across the hotel, these associates do whatever it takes to get the job done.

No matter what position you are in, there are a few things that are critical to success 

• Creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.
• Ensure adherence to quality expectations and standards, develop and maintain positive working relationships with other employees and departments, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. 
• Report accidents, injuries, and unsafe work conditions to manager. 
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Stand, sit, or walk for an extended period of time. 
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping. 
• Perform other reasonable job duties as requested by Supervisors.