Receptionist - Recepcionista

Marriott Vacations Worldwide · Llucmajor

MVC Office Outlook

CRITICAL TASKS Essential Job Functions Handle guest check-in and checkout efficiently and in a professional manner, following the company procedures. Hand over any relevant information with the relevant departments or shifts, using the right ways of...
CRITICAL TASKS

Essential Job Functions

  • Handle guest check-in and checkout efficiently and in a professional manner, following the company procedures.
  • Hand over any relevant information with the relevant departments or shifts, using the right ways of communication.
  • Read the memo board, to keep updated on all current information.
  • Always use the correct telephone etiquette.
  • Perform Courtesy Visits to ensure the highest level of satisfaction of our Owners and Guests.
  • Develop a thorough knowledge of resort property, resort staff, resort services and the hours of operation.
  • Maintain a high standard of personal hygiene and wear proper uniform at all times.
  • Ensure the cleanliness and neatness of the Front Desk and office.
  • Understand the resort fire and safety procedures.
  • Handle guest complaints in a professional and hospitable manner.
  • Report any unusual occurrences to the MOD, Front Desk Manager or General Manager.
  • Adhere to all company policies and procedures.
  • Have a basic knowledge of resort rates, vouchers and discounts, as well as basic knowledge of Marsha reservation system.
  • On a daily complete the credit check according to the company procedure.
  • On a daily basis ensure a correct cashier closing, following accounting guidelines and procedures.
  • Responsible for answering calls, recording guest requests, and then pursuing the issue to a resolution.
  • Ensure that all customer complaints are recorded in the Guest Response Program in a timely and professional manner. Must coordinate the response to guest issues and then follow-up with the guest to ensure satisfaction with the result.
  • Have knowledge of the local area and the resort, resort staff, and resort services, including the hours of operation for all departments involved and in the surrounding areas; has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.
  • Is a resort ambassador by promoting the resort outlets.
  • Understands various payment options and procedures, knows how to read a reservation in Opera and Marsha.
  • Handle all emergencies according to established procedures.

Job Qualifications

  • Hotel /Tourism Degree
  • Fluent in Spanish, German and English. Other European languages a plus.
  • Excellent hospitality skills.
  • Basic accounting skills.
  • Well organized, good team player.
  • Working knowledge of Opera/Guestware/Concierge Assistant/Marsha software

Physical Job Requirements

  • Maintain a neat and professional appearance at all time.
  • Frequent bending, kneeling and stooping, lifting up to 15kg
  • Good visual observation.
  • Long standing hours.
  • Stress resistant
  • Good communication skills
  • Flexible (working hours)

Marginal Job Function

  • Perform other duties as required to meet the needs of the department or as instructed by Management.

Other

  • Be punctual and wear the name tag and uniform at all times during working hours.
  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Comply with MVC policies and procedures.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates.
  • Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Maintain a working knowledge of all MVC product lines.
  • Maintain computer systems knowledge (MS Office, Outlook, etc)
  • Work with all MVC colleagues as a team, supporting the needs within that team and those of the business at all times.
  • Must be proactive in every area, including offering additional services to clients.

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

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