Guest Associate Services

Job Family: Guest Services/Front Office

Position Summary

Processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secures payment; activate/reissue room keys. Ensures rates match market codes, document exceptions. Verifies/adjusts billing for guests. Communicates to appropriate staff when guests are waiting for an available room. Advises guest of messages. Clears departures in computer system. Coordinates with Housekeeping to track room status and guest concerns. Files guest paperwork or documentation. Operates telephone switchboard station. Runs and checks daily reports, contingency lists, and credit card authorization reports. Supplies guests with directions and information. Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arranges transportation for guests/visitors. Counts and secures bank at beginning and end of shift. Processes all payment types, vouchers, paid-outs, charges, and provide change. Notifies Loss Prevention/Security of any reports of theft.

Reports accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Follows all company policies and procedures, 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, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period or for an entire work shift. 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.

CRITICAL TASKS

Working Relationships

Reports to: Front Office Manager

Interfaces: Customers, Suppliers, Heads of Departments, MVW Associates, outsource associates.

Safety and Security

• Reports 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.
• Maintains awareness of undesirable persons on property premises.
• Follows property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Identifies and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. Guest Relations
• Welcomes and acknowledges each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• 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.
• Anticipates 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.
• Addresses guests' service needs in a professional, positive, and timely manner.
• Thanks guests with genuine appreciation and provide a fond farewell.
• Provides 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).
• Engages guests in conversation regarding their stay, property services, and area attractions/offerings.
• Assists other associates to ensure proper coverage and prompt guest service.
  
  

Communication

• Answers 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.
• Speaks to guests and co-workers using clear, appropriate and professional language.
• Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Provides assistance to coworkers, ensuring they understand their tasks.
• Talks with and listens to other associates to effectively exchange information.
• Exchanges information with other associates using electronic devices (e.g., pagers and two-way radios, email).
  
  

Working with Others

• Supports all co-workers and treat them with dignity and respect.
• Handles sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality.
• Develops and maintains positive and productive working relationships with other associates and departments.
• Partners with and assist others to promote an environment of teamwork and achieve common goals.
• Listens to and considers the concerns of other associates, responding appropriately and effectively.
  
  

Quality Assurance/Quality Improvement

• Complies with quality assurance expectations and standards.
  
  

Physical Tasks

• Stands, sits, or walks for an extended period or for an entire work shift.
• Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance.
  
  

Check-in/Check-out

• Activates room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Ensures rates match market codes and that any exceptions are documented and include an explanation.
• Secures valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Processes 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.
• Processes 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.
• Accommodates requests for room changes when possible.
• Communicates to appropriate staff that there are guests that are waiting for an available room.
• Verifies and adjusts billing for guests.
• Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., shares, separate room/tax/incidentals, comp).
• Assigns room according to guest request and preferences whenever possible.
• Asks for and enters Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.
• Advises guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Keeps track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Clears departures in computer system to document that rooms are no longer occupied.
• Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Reviews requests for late check-outs and approve according to occupancy.
• Files guest paperwork or documentation.
  
  

Communications

• Operates telephone switchboard station to answer telephone calls.
  
  

Reports/Recordkeeping

• Runs daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Prints contingency lists to have a record of all guests in case of emergency.
• Runs credit card authorization report and check for discrepancies.
  
  

Greet/Escort Guests

• Supplies guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Identifies and explains room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
  
  

Guest Services

• Follows up with guests to ensure their requests or problems have been met to their satisfaction.
• Receives, records, and relays messages accurately, completely, and legibly.
• Contacts appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Ensures that any outstanding requests or problems from the previous day receive priority and are resolved.
• Provide and book any kind of service including MVW approved 3rd party company services. Completion of process of charge, 3rd party company contact and confirmation to guests.
• Usage of property systems and software to provide services to guests
• Help, handle, and complete Services which cover guests needs of item found at the Resort store.
  
  

Maintenance/Security

• Notifies Loss Prevention/Security of any guest reports of theft.
  
  

Gate Attendance

Responsible for an efficient and courteous arrival at the resort for owners, guests, local owners, providers, and associates. Daily deal with all required tasks of the Entrance Gate checklists. Will handle Express Check-In following the standards as directed by the Front Office.

To assist guests efficiently, courteously, and professionally to always maintain Marriott’s high standard of service and hospitality. Following check-Ins and Check-Out standards.

To always ensure that Marriott’s high standard of service and hospitality. Following check-Ins and Check-Out standards.

Essential Job Functions

• Handle the control of the resort entrance efficiently and in a professional manner, following the company procedures.
• Follow and know the procedure for the alarm panel and all security standards.
• Hand over any relevant information with the relevant departments or shifts, using the right ways of communication.
• Keep updated on all current information related to the Gate.
• Always use the correct telephone etiquette.
• 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 entrance gate area.
• Understand the resort fire and safety procedures and follow the procedure of the alarm panel.
• Handle guest complaints in a professional and hospitable manner.
• Report any unusual occurrences to the MOD, Front Office Manager or Resort Manager.
• Adhere to all company policies and procedures.
  
  

Marginal Job Functions

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

Other

• Be punctual and always wear the name tag and uniform during working hours.
• Perform all tasks in a timely manner ensuring all deadlines are met.
• Perform other related tasks as assigned by management.
• Comply with MVW policies and procedures.
• Be proactive and have a flexible approach to work, always meeting the needs of the department and the business.
• 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 Marriott product lines.
• Maintain computer systems knowledge (Opera, MS Office, e-mail etc.)
• Work with all MVW colleagues as a team, always supporting the needs within that team and those of the business.
  
  

Policies and Procedures

• Protects the privacy and security of guests and coworkers.
• Ensures uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Maintains confidentiality of proprietary materials and information.
• Follows company and department policies and procedures.
• Protects company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Performs other reasonable job duties as requested.
  
  

CRITICAL COMPETENCIES

Analytical Skills

• Problem Solving
• Decision-Making
• Computer Skills
• Learning
  
  

Interpersonal Skills

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

Communications

• Listening
• Telephone Etiquette Skills
• English Language Proficiency
• Communication
• Applied Reading
  
  

Personal Attributes

• Dependability
• Integrity
• Positive Demeanor
• Presentation
• Safety Orientation
• Adaptability/Flexibility
• Stress Tolerance
• Initiative
  
  

Organization

• Multi-Tasking
• Time Management
  
  

Administration

• Typing
  
  

Preferred

QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

No related work experience is required

Supervisory Experience

No supervisory experience is required

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