POSITION SUMMARY
Assist members and guests with the pre-arrival process, arrival/check-in, member activities/experiences, problem resolution and member departure/check-out. Conduct pre-calls to arriving members, make pre-arrival arrangements, grocery orders, amenity orders, and handle any other member arrival requests. Review and log preferences/traces in computer system. Contact members for pre-departure calls. Handle Front Office duties, including check-in/check-out, prepare arrival packets and departure folios, perform audit checklists, prepare and distribute welcome packages, process billing and perform administrative duties. Respond to requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from members/guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve call, request, or problem. Understand and assist with reservation services. Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies. Enhance guests’ food and beverage (F&B) experience through an understanding of F&B offerings and wine/cordial expertise and duties including, but not limited to serving F&B to guests, cleaning/maintaining the area, maintaining inventory.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. 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; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. 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.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 2 years of related work experience.
Supervisory Experience: At least 1 year of supervisory experience.
License or Certification: None
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
