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POSITION SUMMARY

Ignite Curiosity, Expand Worlds. W Hotels are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

KEY ATTRIBUTES

• Possess a good command of English
• A good verbal manner and proven customer service skills
• Good knowledge or experience of the hospitality industry
• Good organisation skills with an attention to detail
• A team Player with flexible & positive attitude
• Hardworking and consistent
• Computer Skills – Microsoft Office
• Detailed Orientation
• Integrity & Dependability

SUMMARY

Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, 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. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; 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.

MAIN DUTIES & RESPONSIBILITIES

This role requires the following responsibilities, which include but are not limited to;

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Protect the privacy and security of guests and co-workers.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• 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.
• Talk with and listen to other employees to effectively exchange information.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
• Provide assistance to co-workers, ensuring they understand their tasks.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

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.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

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.
• 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.
• Notify Security of any guest reports of theft

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Look out for potential WOW Moments
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.
• 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.
• 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, or offering access to Braille or TDD phones).

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Check-in/Check-out

• 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.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• Activate room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Assign room according to guest request and preferences whenever possible.
• Verify and adjust billing for guests.
• 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.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Accommodate requests for room changes when possible.
• File guest paperwork or documentation.
• Pre-register designated guests and prepare key packets.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Sell a room/accommodation to guests without reservations based on availability.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Review requests for late check-outs and approve according to occupancy.
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Obtain and verify proper tax-exempt information for tax-exempt guests.

Reservations/Blocking Rooms

• Confirm reservations and cancellations.
• Anticipate sold-out situations and determine how many rooms are over-committed.
• Obtain satisfactory alternative accommodations for guests with reservations when the property cannot accommodate them.
• Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).

Communications

• 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.
• Speak to guests and co-workers using clear, appropriate and professional language.
• 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 two-way radios, 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.

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Print contingency lists to have a record of all guests in case of emergency.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Guest Services

• Contact appropriate individual or department (e.g., Ambassadors, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Receive, record, and relay messages accurately, completely, and legibly.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Accept and record wake-up call requests and deliver to appropriate department.

VIP/Concierge Services

• Respond to special requests from guests/residents with unique needs.

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.
• Provide change to guests.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Cash guests' personal checks and traveler's checks.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Assists Management

• Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assist management in preparing and conducting performance reviews of hourly employees.
• Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
• Assist management in preparing work schedules of hourly employees.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Assist management in preparing payroll of hourly employees (e.g., ensure accuracy, adjustments, and distribution).
• 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.

Finance-Related

• Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.

As per business needs and at the request of direct supervisor and/or management, the talent could be required to perform other tasks outside of those listed above.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.