Front Desk Guest Service Associate

Marriott Vacations Worldwide · Grand Residences by Marriott

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POSITION SUMMARY

The Front Desk Guest Service Associate position requires a person with very good customer service skills who will be interacting with our Members and Guests at the front desk.  They would also be required to work in an office environment as a reservations agent and AYS agent.  Front desk, AYS and reservations individual tasks are listed below.  As well as good customer service skills, being able to work well as a team and being able to deal with difficult situations is essential.  The role involves weekend and shift work, and all applicants are to be well groomed.

JOB TASKS

General Front Office Operations

• Support management in the achievement of team goals and performance expectations, and the maintenance of timetables and deadlines for shift or departmental operations.

• Promote a positive work environment by supporting colleagues with work related concerns and issues to ensure satisfaction and productivity.

• Serve as a departmental role model by working alongside employees to perform technical or functional job duties.

• Encourage and motivate colleagues to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

• Ensure work tasks are completed on time and that they meet appropriate quality standards.

• Support management by ensuring that the team has the necessary resources to effectively perform their jobs (e.g. supplies, equipment, and inventory).

• Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.

• Enter and locate work-related information using computers and/or point of sale systems.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, complaints or requests using brand or property specific process (e.g., LEARN and PLEASED.) to resolve issues, delight, and build trust.

• Address guests' service needs in a professional, positive, and timely manner.

• 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).

Communication

• Answer telephones using brand standards and appropriate etiquette, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department,

• Provide assistance to coworkers, ensuring they understand their tasks.

• Talk with and listen to other employees to effectively exchange information.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

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

• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Guest Services

• Contact appropriate individual or department (e.g., Concierge, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

• Take room service orders over the phone.  Have a full understanding of the menu and any dietary requirements

• Contact appropriate individual or department (e.g., Concierge, Front Desk, Housekeeping, Engineering or Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

• Accept and record wake-up call and deliver wake-up calls for guests at requested time.

Cash Handling

• Balance and drop receipts according to Accounting specifications.

• Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change.

• Count float at end of shift and secure float.

• Process all payment types such as room charges, cash, checks, debit, or credit.

• Obtain manual authorizations and follow all Accounting procedures when computer system is down.

• Assist staff with expediting problem payments (e.g., problems processing credit card).

Reservations

• Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).

• Make reservations via phone or email, use central reservations system to quote and enter reservations

• Make reservations for Members during out of office hours

 Working with Others

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

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

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

• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

• 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.

• Ensure your own performance is in line with our brand standard

Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• 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.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Perform other reasonable job duties as requested.

Safety and Security 

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

• Maintain awareness of undesirable persons on property premises.

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

• Complete appropriate safety training to perform work tasks.

Maintenance/Security

• Notify Manager on Duty / General Manager of any guest reports of theft.

Physical Tasks

• 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 10 pounds without assistance.

CRITICAL COMPETENCIES

Analytical Skills

• Problem Solving

• Decision-Making

• Computer Skills

• Learning

Communications

• Listening

• Communication

• Fluent English Language Proficiency

• Telephone Etiquette Skills

• Applied Reading

• Writing

Interpersonal Skills

• Team Work

• Diversity Relations

• Customer Service Orientation

• Interpersonal Skills

Personal Attributes

• Dependability

• Integrity

• Positive Demeanor

• Presentation

• Initiative

• Safety Orientation

• Stress Tolerance

• Adaptability/Flexibility

• Attention to Detail

• Numerical Competency

Organization

• Multi-Tasking

Assists Management

• Resolving Conflict

• Team Building

PREFERRED QUALIFICATIONS

Education

High school GSCEs or equivalent

Related Work Experience

Minimum 1 year prior related experience

Supervisory Experience

No supervisory experience is required

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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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