Job Openings at Marriott International

Reporting to the Director of Events Planning, the successful incumbent will respond to client enquiries regarding group accommodation, conferences and exhibitions inclusive of telephonic and email enquiries as well as provide and maintain the quality and standards of the Westin Cape Town within a pressurized environment and in accordance with Marriott International Hotels Policies and Procedures.

Required Experience & Qualifications:

• A recognised qualification in Event Management / Hotel Management preferable
• Minimum two years’ group booking and eventing experience
• Extensive reservations/banqueting sales experience
• Professional telephone, communication and email etiquette 
• People centric with a strong focus on the Guest experience 
• Ability to work within a pressurized environment
• Ability to work within a pressurized environment 
• Extensive working knowledge of Fidelio Opera/ Sales & Catering
• Professional and pleasant disposition 
• Strong leadership and interpersonal skills essential
• Strong planning and organizing skills to meet deadlines with regards to operational requirements essential 
• Strong and effective communication, problem solving and decision making skills at all levels essential
• Opera systems knowledge
• Ability to use Initiative and be proactive and self-motivated
• Proficient in Microsoft Office Package
• Ability to use Initiative and be proactive and self-driven
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Required to work as per operational requirements

Key Responsibilities:

• Complete all daily duties as set out in departmental duties and requirements.
• Perform and administrative function pertaining to sourcing quotations, contracts / pro forma invoices and ensure that confirmation and deposits are received according to contract specifications and liaising with independent suppliers when necessary based on the client’s requirements inclusive of technical companies, translation facilities, décor companies, entertainment, exhibition stand builders etc. 
• Liaise directly with relevant departments within the hotel to obtain rates and to ensure that all parties are aware of forthcoming events.
• Ensure that all quotations are followed up on a regular basis in order to ensure maximum usage of the conference facilities.
• Liaise with the client and attend on site meetings in order to discuss the events.
• Compile function sheets for distribution and ensure relevant details are obtained from the client advising and assisting them if necessary.
• Participate in meetings with the operations team to discuss the forthcoming events to ensure a smooth handover.
• Attend to any queries from the client during the event should the operations team require assistance. 
• Follow up post conference to ensure customer satisfaction.
• Liaise with relevant departments pertaining to function accounts and ensure that the client is in receipt of necessary documentation.
• Conduct telemarketing to follow up on new business / current clients.
• Posting & reconciling of charges related to the group/event and ensure accounts are closed timeously. Commission & Bonvoy point administration
   

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JOB SUMMARY

• Directs the development, production and implementation of all marketing strategies and related projects associated with the property’s revenue and marketing objectives. Partners with the Vice President (VP) of Sales and Marketing to develop the annual marketing plan to achieve both short and long-term revenue and marketing objectives. Partners closely with other topline disciplines (Sales and Revenue Management) to develop overarching cross-cutting strategies. Develops and oversees the execution of marketing strategy that aligns with hotel goals and positioning to achieve topline revenue and RevPar/share-of-wallet goals. Oversees management of all internal and external communications through digital presence, including but not limited to property website, third party channels and social media while maintaining brand integrity. Identifies incremental marketing opportunities ranging from partnerships, third-party sites and CVBs. Articulates campaign performance regularly to General Manager, Sales + Revenue Management leaders and Ownership. Leads a team of marketing professionals to execute strategies.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Sales, or related major; 2 years’ experience in Hospitality Sales, Spa Sales or a comparable professional area

OR

• 4-year bachelor's degree in Business Administration, Sales, or related major; 1 year experience in Hospitality Sales, Spa Sales or a comparable professional area

CORE WORK ACTIVITIES

Development of Hotel Marketing Strategy

• Develops overarching marketing strategy including marketing plans and property email strategy to overall hotel marketing budgets for the hotel/group of hotels they support to align with business priorities, in consultation with General Manager(s).
• Oversees execution of all marketing initiatives, projects and collateral production to verify that sales and marketing objectives are achieved and that revenue opportunities are maximized.
• Cultivates partnership and active participation in demand generation strategy development (SMR).
• Reconciles marketing plan monthly with accruals, forecast in conjunction with Director of Finance.
• Leads repositioning efforts in partnership with Area Team, GM and hotel executive team.
• Serves as the hotel(s) brand guardian / liaison, verifying all marketing reflects brand voice. Leads the strategic pull-though of continent and brand promotions and campaigns.
• Partners with Revenue Management to develop and execute promotional strategy efforts.
• Supports group lead generation efforts.
• Runs, reviews, analyzes and clearly articulates to stakeholder’s and owners the key marketing reports with the ability to quickly adapt and adjust strategy accordingly.
• Manages internal and external partners to verify deliverables are executed to support hotel strategy.
• Develops and sets the annual digital marketing plan, and overarching partnership and marketing strategies to maximize hotel revenue production and align with hotel positioning.
• Manages the OTA Strategy in collaboration with Revenue Management through monthly market leader reviews and media investments.
• Monitors and provides recommendations for SEO and updates as needed in collaboration with MDS or agency
• Manages cluster marketing strategies, when applicable.
• Owns the direct asset development (e.g. photoshoots) to verify up to date content for Marketing team to pull through to various sites and channels. 
• Development and Execution of Communicatio ns and Partnerships 
• Maintains frequent, active engagement with Area Directors of Marketing to communicate overall recommendations and actionable next steps based on identified findings, best practices, and overall digital trends for their portfolio of hotels.
• Sets overarching Public Relations strategy for hotel/group of hotels, outlining goals, pitch angles and target segments.
• Manages Public Relations agency, if applicable, or manage PR messaging.
• Effectively measures and clearly communicates success of campaigns and digital performance using relevant reports tools.
• Creates strong relationship management and negotiation skills; demonstrates ability to develop and maintain relationships (e.g. GMs, Sales and Revenue Leaders, Regional Team, Hotel Marketing Team, media representatives, etc.).

Leading Marketing Team 

• Manages direct reports and monitors overarching marketing performance.
• Interviews, selects and onboards property marketing associates
• Handles employee complaints and executes disciplinary action as needed.
• Evaluates employee’s productivity and efficiency for the purpose of recommending promotions or other changes in status.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Completes other reasonable duties as requested by leadership.

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POSITION SUMMARY

• Reporting to the Hotel Operations Manager, the Rooms Division Manager at the Autograph Collection Hotel is responsible for overseeing all aspects of the Rooms Division, including Front Office, Guest Services, Reservations and liaising with Housekeeping. 
• This role ensures seamless guest experiences, operational efficiency, and adherence to brand standards while driving team performance and profitability. 

CANDIDATE PROFILE & QUALIFICATIONS

• Bachelor’s degree in hospitality management or related field preferred. 
• Minimum of 5 years of Rooms Division experience, with at least 2 years in a managerial role. 
• Experience within Marriott International brands, specifically Autograph Collection, is highly desirable. 
• Strong leadership, organizational, and communication skills. 
• Proficiency in property management systems (PMS), revenue management software, and Microsoft Office Suite. 
• Demonstrated ability to handle high-pressure situations with professionalism and poise. 

Key Responsibilities

Operational Leadership: 

• Oversee daily operations of the Front Office, Guest Services, and Reservations to ensure smooth and efficient service. 
• Maintain high standards of guest service in alignment with Autograph Collection’s brand ethos. 
• Monitor occupancy, room rates, and revenue targets, implementing strategies to maximize yield. 
• Ensure compliance with health and safety regulations, brand standards, and property-specific SOPs. 

Team Management: 

• Recruit, train, and mentor department heads and their teams, fostering a culture of excellence and collaboration. 
• Conduct regular performance evaluations, set clear goals, and support career development. 
• Lead daily briefings and coordinate interdepartmental communication to enhance guest experiences. 

Guest Experience: 

• Address guest concerns promptly and professionally, ensuring swift resolution and guest satisfaction. 
• Maintain a visible presence in the lobby and guest areas to engage with guests and anticipate their needs. 
• Drive personalized service that reflects the unique character and story of the Autograph Collection brand. 

Financial Management: 

• Develop and manage budgets for Rooms Division, focusing on cost control and profitability. 
• Analyze financial reports, including P&L statements and occupancy forecasts, to identify areas for improvement. 
• Implement initiatives to enhance revenue through upselling, cross-selling, and optimizing room inventory. 

Quality Control & Brand Compliance: 

• Conduct regular property walks, room inspections, and spot-checks to maintain brand standards. 
• Ensure consistent execution of Autograph Collection’s quality and service standards across all touchpoints. 
• Collaborate with maintenance and engineering to ensure room upkeep and functionality. 

Strategic Planning: 

• Assist in the development of strategic plans for the property, focusing on guest satisfaction and operational efficiency. 
• Identify market trends, guest preferences, and competitive benchmarks to refine service offerings. 
• Participate in executive meetings to align Rooms Division goals with the broader business strategy. 

Core Competencies: 

• Leadership & Team Building: Inspires confidence and drives team success. 
• Operational Excellence: Ensures smooth operations and quality control. 
• Financial Acumen: Manages budgets effectively and drives revenue growth. 
• Guest-Centric Focus: Prioritizes guest satisfaction and personalized service. 
• Problem Solving & Adaptability: Responds to challenges with strategic thinking. 

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POSITION SUMMARY

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs, determine appropriate room type, and 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. Communicate information regarding designated VIP reservations. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department. Oversee accuracy of room blocks and reservations. Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups. Set-up proper billing accounts according to Accounting policies.
• 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; 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. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. 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

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JOB SUMMARY

• The Multi Property Systems Manager contributes advanced knowledge and skill in technology and general hospitality business knowledge to support business and technology (IR) objectives.
• The Multi Property Systems Manager, reports to, and is directed by, a Senior Multi Property Systems Manager, and is responsible for assisting hotel management with technology implementation, end user and infrastructure support, compliance and preventative maintenance. The role holder provides end user and infrastructure support defined within the Property IT Shared Services Agreements and participates in appropriate coverage for emergency support of systems 24 hours a day, 7 days a week on a rostered standby basis.
• This role is responsible for ensuring hotel-based technology is installed and operated to Marriott’s required standards and to always maintain security compliance. The Multi Property Systems Manager interfaces with vendors, Marriott’s Service Desks in both the region and globally, hotel associates, hotel executive teams and service providers along with various above property and Global Technology resources

BUSINESS CONTEXT / CANDIDATE PROFILE

• Scope
• Number of Properties 6 - 15
• Interacts with various levels within the organization and key vendors.
• Control or Influence of Budget (Y or N) N
• Role is based in the assigned area within South Africa
• Role requires extensive travel within assigned properties.

Business Context

• Ensures Hotel technology compliance with all Marriott International Policy and Information Security Manual requirements.
• Maintains Inventory of applications and hardware
• Hotel Liaison for information technology vendors providing support and services.
• Provides escalation support for out of SLA issues for 3rd party vendors.
• Assists property in resolving complex support issues that may involve multiple vendors and systems as part of our defined support process.
• Reinforces communication to property management relating to IR policies / projects / issues and plans.
• Provides status reports to property management teams as requested.
• Assist in managing technology/asset life cycle for each property (infrastructure and EUC devices)
• Assists in the management and implementation of property systems upgrades.
• Provides infrastructure support to hotel operations as defined by support processes.
• Manages desktop and laptop backups.
• Provide desktop support to end users.
• Assist with moves/adds/changes for EUC devices.
• Manages server and infrastructure backups.
• Creates and maintains a secure and clean computer room.
• Applies security and operating systems patches as directed by corporate and divisional technical leads.
• Helps create and assists in execution of IR related disaster recovery plans.
• Ensure Box Repository is updated, and local copy exists at outlaying properties.
• Monitors effective flow of case management amongst Support Desk, and technology partners.
• Manages Active Directory environment for each property.
• Works with EMEA IT Infrastructure team to ensure effective operation is maintained at properties utilizing the Marriott VDI environment.
• Works with Continent Information Security Partners, Field Support Service team and IT Infrastructure team to ensure IT security compliancy is achieved and maintained in all hotels within area.
• Assist with providing data analysis and recommendations for annual process for ensuring costs effectiveness associated with Software licenses and subscriptions, such as Microsoft 365
• Maintain availability of current documentation for cabling, network systems, and applications

Candidate Profile

Experience

• 1-3 years IT management experience gained in the hospitality industry.
• Good problem-solving skills.
• Hotel operations experience and demonstrated hospitality management skills.
• Experienced in network hardware, desktop, peripherals, protocols, communications, operating systems, and the Company internal applications (MARSHA, Opera, Sales & Catering, etc.)
• Information Technology Infrastructure Library, ITIL (desirable)

Personal Attributes and Competencies

• Engages in fixing the problem.
• Analytical; makes decisions using data.
• Collaborative; team player
• Demonstrated skills in support of applications, hardware, operating systems, and telecommunications.
• Demonstrated skills in troubleshooting and resolving problems around PCs, operating systems, servers, peripherals, etc.

Education or Certification

• Bachelor’s degree required or equivalent work experience.

Technical Expertise
Technical Skills/Computer:

• Appropriate knowledge of Marriott’s EMEA continent standard applications and supporting infrastructure.
• Understanding and working knowledge of Marriott’s IT policies and processes.
• Good understanding and skills of Marriott International’s standard office automation applications
• Microsoft Windows Server
• Microsoft Active Directory
• Microsoft Windows 10 / 11
• Virtualisation Technologies (Inc. VMWare and VDI)
• Edge Managed Network Switching
• Working knowledge of WAN/LAN & VPN technologies including MPLS
• Working knowledge Microsoft Terminal Services
• Internet Security Technologies
• Voice IP telephony including Hosted.
• Marriott International desktop & server (physical and virtual) build process.
• Outlook email and approved mobile devices.

Technical Skills/Other:

• Knowledge of Marriott datacenter environments
• Marriott Security Compliancy & PCI-DSS requirements
• Oracle Opera Property Management Systems/Sales & Catering
• Oracle Simphony Point of Sale
• Shiji InfraSys Point of Sale
• Golf, Leisure, Spa and other Marriott Operational Systems
• Marriott Global Property Network Standards (GPNS)
• Marriott Guest Room Entertainment Standards (GRE)
• Marriott Digital and Contactless Experience Solutions including Mobile Key, Mobile Check-in, Mobile Dining, Empower GXP
• Marriott approved Backup Solutions
• EFT Credit Card Systems
• Trouble shooting & resolution skills for PCs, operating systems, servers, peripherals, etc.
• Excellent written and verbal communication skills, with ability to communicate technical.solutions to non-technical managers.
• PCI-DSS / PII security compliance

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POSITION SUMMARY

• Respond and attend to guest repair requests. Communicate with guests/customers to resolve maintenance issues. Perform preventive maintenance on tools and kitchen and mechanical room equipment, including cleaning and lubrication. Visually inspect tools, equipment, or machines. Carry equipment (e.g., tools, radio). Identify, locate, and operate all shut-off valves for equipment and all utility shut-offs for buildings. Maintain maintenance inventory and requisition parts and supplies as needed. Communicate each day’s activities and problems that occur to the other shifts using approved communication programs and standards. Display basic knowledge or ability to acquire knowledge in the following categories: air conditioning and refrigeration, electrical, mechanical, plumbing, pneumatic/electronic systems and controls, carpentry and finish skills, kitchen equipment, vehicles, energy conservation, and/or general building. Perform all surface preparation, painting, minor drywall and wood trim repair, light bulb and A/C filter replacement and the complete and thorough cleanup 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 other guestroom items. Program TV's and perform general housekeeping and engineering-related inventory duties. Use the Lockout/Tagout system before performing any maintenance work. Perform repairs on interior and exterior landscaping as well as external landscaping sprinklers. Display basic computer skills including inputting air handler schedules and making temperature changes.
• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; and properly store flammable materials. 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. Adhere to quality expectations and standards. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Speak with others using clear and professional language. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and heavier lifting or movement tasks with assistance. Move up and down stairs, service ramps, and/or ladders. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Enter and locate work-related information using computers. Perform other reasonable job duties as requested.

PREFERRED QUALIFICATIONS 

• Education: High school diploma or G.E.D equivalent.
• Related Work Experience: Some experience in general maintenance, exterior and interior surface preparation and painting.
• Experience in hotel engineering or maintenance a plus.
• Supervisory Experience: No supervisory experience. 

REQUIRED QUALIFICATIONS

• License or Certification: Driver’s License

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POSITION SUMMARY

• 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. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Visually inspect tools, equipment, or machines. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Assist with moving, lifting, carrying, and placing of objects weighing in excess of 100 pounds (e.g., A/C unit, television, dresser). Move up and down stairs, service ramps, and/or ladder. Grasp, turn, and manipulate objects of varying size and weight. 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.
• License or Certification: None 

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JOB SUMMARY

• Assists with security operations management on a daily basis. Areas of responsibilities include the protection and safety of property assets, employees, guests and property, accident and fire prevention and response. This role focuses on maintaining safe and secure environment for guests, employees and hotel assets by managing security policies, logs, certifications and documents required by law and Standard Operating Procedures.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 2 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; no work experience required.

CORE WORK ACTIVITIES

Managing Security Operations

• Assists in the development and implementation of emergency procedures.
• Recommends follow-up action for security breaches.
• Conducts investigation of all losses of property assets and refers to proper management for disposition.
• Complies with all Corporate Security safety and security management guidelines and procedures.
• Completes proper documentation and reports all employee accident and general liability incidents to Claims Reporting Service.
• Conducts periodic patrols of entire property and parking areas.
• Recognizes success across areas of responsibility.
• Handles guest problems and complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Identifies and makes recommendations for minimizing physical hazards and unsafe work practices.
• Implements action plans to monitor and control risk.
• Keeps abreast of local criminal activity as it may impact property.
• Maintains required reports and documentation regarding patrols of property and parking areas.
• Inspects all security equipment and verify that it is fully functioning.
• Provides means for obtaining necessary medical attention on a timely basis.
• Participates in hourly employee performance appraisals according to Standard Operating Procedures.
• Completes disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Maintains first aid and CPR certifications required for Security officers.
• Implements local authority requirement for security and safety.

Security Team Communication 

• Communicates the importance of safety procedures, detailing procedure codes, ensuring employee understanding of safety codes, monitoring processes and procedures related to safety.
• Utilizes interpersonal and communication skills to influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity:
• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Serves as a role model to demonstrate appropriate behaviors.

Providing and Ensuring Exceptional Customer Service

• Exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Meets quality standards and customer expectations on a daily basis.
• Provides services that are above and beyond for customer satisfaction and retention.

Conducting Human Resources Activities

• Assists in minimizing cost of accident claims through aggressive claims management.
• Brings issues to the attention of Human Resources as necessary.
• Strives to improve service performance.
• Administers property policies fairly and consistently.

Additional Responsibilities

• Analyzes information and evaluates results to choose the best solution and solve problems.
• Develops and maintains a working relationship with local law enforcement authorities.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Provides guidance in setting health and safety policies and standards.
• Coordinates with Event Sales for VIP escort and media control for large events.
• Performs other reasonable job duties as assigned by manager.

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POSITION SUMMARY

• Complete opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc. Check with captain or supervisor before leaving at end of shift. Set up, stock, and maintain work areas. Stock ice, glassware, and paper supplies. Remove soiled wares from bar top and tables. Maintain cleanliness and condition of work areas, bar, bar unit, tables, and other tools, following all set-up guidelines. 
• 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. 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 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 company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• 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.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• 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.
• Maintain confidentiality of proprietary materials and information.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• 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.
• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• 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 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

• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
• Notify management of maintenance repairs issues.
• Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Follow appropriate procedures for serving alcohol (e.g., TIPs (Training for Intervention Procedures), CARE (Control Alcohol Risks Effectively)).
• Assist your and other departments when needed to ensure optimum service to guests.

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.
• Check with captain or supervisor before leaving at end of shift.

Beverage/Coffee Cart

• Set up, stock, and maintain work areas.

CRITICAL COMPETENCIES

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

Personal Attributes

• Dependability
• Integrity
• Presentation
• Positive Demeanor

PREFERRED QUALIFICATIONS

Education

• High school diploma/G.E.D. equivalent
• Related Work Experience
• At least 2 years' experience is required
• Supervisory Experience
• No supervisory experience is required

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POSITION SUMMARY

• Must have own cellphone.
• Inspect guest rooms, public areas, pool, etc. after being cleaned by Housekeeper to ensure quality standards. Run sold room reports, verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms. Assist Housekeeping management in managing daily activities. Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry. Document and resolve issues with discrepant rooms with the Front Desk. Prepare, distribute, and communicate changes in room assignments. Communicate issues to next shift. Complete required paperwork.
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications. 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. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Move, lift, carry, and place objects weighing less than or equal to 55 pounds without assistance and in excess of 55 pounds with assistance. Ability to push and pull a loaded housekeeping cart and other work-related machinery over sloping and uneven surfaces. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Stand, sit, kneel, or walk for an extended period across an entire work shift. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Enter and locate work-related information using computers and/or point of sale systems. Read and visually verify information in a variety of formats (e.g., small print). 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: At least 1 year of supervisory experience.
• License or Certification: None