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.
CRGuest Relations
§ Actively
listen and respond positively to guest questions, concerns, and requests using
brand or property specific processes 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.
§ Has
§ 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
Supervisory Experience
The
following are specific responsibilities and contributions critical to the
successful performance of the position:
·
Ensure
all guest concerns and requests are resolved promptly and properly.
·
Ensure
you drop your float via the glory machine before running night audit.
·
Maintain
and control all room blocks, pre-registration and pre-assignment of rooms.
·
Ensure
checkouts have been pulled and verified periodically.
·
Ensure
the accuracy and completion of all folios, room changes, credit approvals and
credit risk etc.
·
Comply with unit cash handling, credit and check cashing
policies and procedures.
·
Ownership
and empowerment is used with dealing with guest issues
·
Print
and read all night audit reports
·
Check
in all pre-registered guests before night audit
·
Routing
and Billing of Crews
·
Be
trained on all aspects of the Night AYS
·
Be
trained on all aspects of Night Concierge
·
Each
associate is expected to carry out, within their capabilities, all reasonable
requests by management.
·
Ensure
patrol walks are conducted with a minimum of two times per night shift. This
includes checking all security risks within the hotel and reporting when
applicable.
·
Ensure fire procedure policy is followed.
·
Ensure the night auditor/at your service checklist
is completed within the time frame allocated.
·
Ensure night room service orders are actioned in a
timely manner.
·
Knowledgeable about all
of the hotel’s facilities/products and able to actively promote them.
·
Performs other related
tasks as assigned by management.
·
Prolonged periods of
standing and/or walking
·
Comply with unit cash
handling, credit and check cashing policies and procedures.
·
Complies with Marriott
International Hotels Limited Regional Office policies and procedures.
·
Working hours as
required to do your job but normally not less than your contracted hours.
·
Maintain
social distancing throughout the hotel, as per the guidelines from the
government, wherever possible from colleagues and guests (distancing
regulations will be in accordance with any government guidance).
·
Wear
all provided PPE instructed.
·
Wash
hands frequently or after each task following proper handwashing techniques.
Sanitize hands on a regular basis during shifts.
·
Each associate is
expected to carry out, within their capabilities, all reasonable requests by
management
No supervisory experience is required
CRITICAL TASKS