Jobs at Marriott International

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

go to method of application »

POSITION SUMMARY

• Our jobs aren’t just about putting food on the table that our guests will enjoy until they ask for their bill. Instead, we want to build an experience that is memorable and unique – with food and drinks on the side.
• Our Guest Service Experts take the initiative and deliver a wide range of services to make sure that guests enjoy their meal.
• Whether setting tables, communicating with the kitchen, interacting and serving guests, or cleaning work areas and supplies, the Guest Service Expert makes transactions feel like part of the experience.
• No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.
• Guest Service Experts will be on their feet and moving around (stand, sit, or walk for an extended time; moving over sloping, uneven, or slippery surfaces), managing the menu (read and visually verify information), and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and 50 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping).
• Doing all these things well (and other reasonable job duties as requested) is critical for Guest Service Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: Less than 1 year related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

go to method of application »

POSITION SUMMARY

• Our jobs aren’t just about giving guests a clean room and a freshly made bed.
• Instead, we want to build an experience that is memorable and unique.
• Our Guest Environment Experts are skilled in a wide range of housekeeping functions with responsibility for maintaining the appearance and cleanliness of the whole hotel.
• They are empowered to move about their space and do what needs to be done.
• Whether delivering guest requests, stocking carts, cleaning rooms and public spaces, or other similar responsibilities, the Guest Environment Expert makes sure the spaces in the hotel help create a great guest experience.
• No matter what position you are in, there are a few things that are critical to success – ensuring a safe work place, following company policies and procedures, maintaining confidentiality, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.
• Guest Environment Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance).
• Doing all these things well (and other reasonable job duties as requested) is critical for Guest Environment Experts – to get it right for our guests and our business each and every time.

go to method of application »

POSITION SUMMARY

• Our jobs aren’t just about giving guests a smooth check-in and check-out.
• Instead, we want to build 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.

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-TaskingTime Management

PREFERRED QUALIFICATIONS

Education

• Higher Education Diploma or equivalent

Related Work Experience

• 1 year related work experience

Supervisory Experience

• No supervisory experience is required

go to method of application »

POSITION SUMMARY

• Complete opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc. Set up, stock, and maintain work areas. Input orders into cash register system and collect payment from customer.
• Take orders, record in MICROS system and prepare food and coffee beverages.
• Ensure that appliances (e.g., coffee makers) are turned on/off at the appropriate times.
• Bus coffee cart areas and tables. Clean dishes, utensils, work areas, tables and equipment throughout the day.
• Obtain change required for expected business level.
• Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank. 
• 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).
• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• 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 25 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 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

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• 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.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

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

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

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).
• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• 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 25 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 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.
• Follow property key policies, including checking out and returning keys to appropriate departments.
• Ensure that coffee makers, bread drawers, toasters, and/or steam tables are turned on/off at the appropriate times.
• Notify management of maintenance repairs issues.

Opening

• Complete opening duties including setting up necessary supplies and tools, including bank, and ensuring work area is clean and everything is in working order.

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.

Beverage/Coffee Cart

• Set up, stock, and maintain work areas.
• Input orders into cash register system and collect payment from customer.
• Take orders and prepare food and coffee beverages for customers.
• Bus and wipe down coffee cart areas and tables as customers leave seating area.
• Brew coffees, following standards to ensure freshness.
• Wash all coffee and beverage dishes and serving utensils as needed.

Cash/Bank Handling

• Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
• Transport bank to/from assigned workstation, following security procedures.
• Process all payment methods in accordance with Accounting procedures and policies.
• Follow property control audit standards and cash handling procedures (e.g., blind drops).
• Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
• Record transaction in MICROS system at time of order.
• Set up and organize cashier workstation with designated supplies, forms, and resource materials; and maintain cleanliness of workstation at all times.

CRITICAL COMPETENCIES

Interpersonal Skills

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

Communications

• English Language Proficiency
• Communication
• Listening

Personal Attributes

• Dependability
• Stress Tolerance
• Positive Demeanor
• Presentation
• Integrity
• Safety Orientation

PREFERRED QUALIFICATIONS

Education

• High school diploma/G.E.D. equivalent

Related Work Experience

• At least 1 year of experience.

Supervisory Experience

• No supervisory experience is required

go to method of application »

POSITION SUMMARY

• Our jobs aren’t just about giving guests a smooth check-in and check-out.
• Instead, we want to build and experience that is memorable and unique.
• Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay.
• They are empowered to move about their space and do what needs to be done.
• Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
• No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.
• Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance).
• Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

go to method of application »

POSITION SUMMARY

• 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 

go to method of application »

POSITION SUMMARY

• Serves as the property Supervisor on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.  
• Represents property management in resolving any guest or property related situation.  
• Manages the flow of questions and directs guests within the lobby.  
• Serves as Guest Relations Supervisor and handles the tracking of service issues.

Minimum skills experience & requirements:

• A recognized qualification in Hospitality Management
• 2 years relevant experience in a similar position within a hotel environment
• Proficiency in Microsoft packages as well as extensive knowledge of Fidelio Opera
• Professional Disposition
• Competence to build and effectively manage interpersonal relationships at all levels
• Professional communication and email etiquette,
• Strong and effective planning and organizing skills to ensure operational efficiencies
• Confidence in decision making and conflict resolution abilities
• Competency in administration skills – stock rotation, inventory control and ordering
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Maintain a neat, clean and well-groomed appearance as per company standards

CORE WORK ACTIVITIES

Supporting Property Operations and Guest Relations Needs

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Sends duty manager report to all departments on a daily basis.
• Strives to improve service performance.
• Ensures compliance with all policies, standards and procedures.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
• Understands and complies with loss prevention policies and procedures.

Managing the Guest Experience

• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Empowers employees to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures employees understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system.
• Respond to all guest reviews across all platforms
• Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through.
• Meet and Greet Marriott Bonvoy Members on arrival.
• Lobby duties include – Welcoming guests on arrival and wishing them farewell during departure from the hotel.
• Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests.
• Manage VIP gifting for guests and Marriott Bonvoy Members
• Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.
• Participates as needed in the investigation of employee and guest accidents.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrates successes and publicly recognizes the contributions of team members.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) 
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc

go to method of application »

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.
• License or Certification: None

go to method of application »

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.
• License or Certification: None

go to method of application »

Function:

• Reporting to the Guest Services Experience Manager, the successful incumbent will be responsible to foster relationships with guests to enhance the guest experience.
• Display a guest centric approach.
• Manage the day to day activities and support the Guest Services agent team whilst maintaining exceptional customer service standards in accordance with the hotel and Marriott policies and procedures.

Required Experience & Qualifications

• Relevant Hospitality qualification or equivalent 
• Minimum 3 years’ experience working in hotel and/ or similar position.
• Minimum 2 years’ management experience within a similar role.
• Systems Required – OPERA, MGS and GXP, Internet, MS Word/Office, Microsoft excel and Outlook.
• Guest Centric Approach 
• Professional and pleasant disposition
• Strong leadership and interpersonal skills essential.
• Strong planning and organizing skills to meet deadlines with regards to operational requirements 
• Strong and effective communication, problem solving and decision making skills at all levels essential
• Proven excellent and conflict management skills 
• Strong administration skills – payroll input, staff rostering, training
• Ability to work within a pressurized environment
• Quality and customer service driven
• Ability to use Initiative and be proactive and self-motivated
• Ensure that the standards of service excellence and guest satisfaction are met and maintained
• Attention to detail pertaining to area of responsibility
• Maintain a neat, clean and well-groomed appearance as per company standards
• Experience in IR management and disciplinary processes
• Ability to work without supervision and within a team
• Proficiency in Ms Office packages e.g. Word, Excel, Outlook, Micros, Opera

Key Responsibilities

• Ensure that the standards of service excellence and guest satisfaction are met and maintained.
• Effective planning, assigning and delegations of tasks to meet deadlines. 
• IR management - ensure disciplinary processes are carried out and adhered to 
• Effective communication, problem solving, decision making and conflict management 
• Ensure that the standards of service excellence and guest satisfaction are maintained 
• Ensure that every guest complaint is handled and solved to the satisfaction of the guest 
• Actively champion and oversee all Marriott related issues to both staff and guests. 
• Supply and co-ordinate training to all Front of House staff. 
• Liaise with other departments and associates to ensure the smooth running of Rooms Division to ensure strong collaboration between Operations Teams 
• Elevate Guest Services team to executional excellence 
• Review Guest Voice scores related to guest experience and assist HR trainer with regards to  implementing relevant training needs that will enhance guest interaction/experience to maintain a fully guest-centric approach amongst all staff.
• Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them. 
• Review Guest Voice scores related to guest experience and assist HR trainer with regards to  implementing relevant training needs that will enhance guest interaction/experience to maintain a fully guest-centric approach amongst all staff.
• Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them.
• Perform other reasonable duties as and when requested