POSITION SUMMARY

Assigns room according to guest request and preferences whenever possible. Pre-registers designated guests and prepare key packets. Organizes and coordinates check-in/pre-registration procedures for arriving groups.

Reviews/Tracks/Accommodates requests for room/check-out changes when possible; communicates status to appropriate staff. Confirms reservations and cancellations. Reviews out-of-order rooms daily. Ensures rates match market codes and document exceptions. Verifies and adjusts billing for guests. Files guest paperwork or documentation. Sets up/processes all guest check-ins/check-outs. Activates room keys. Secures valid payment. Identifies any over-commitments. Performs duplicate reservation checks; blocks rooms. Runs daily reports. 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.

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

Guest Relations

• Addresses guests' service needs in a professional, positive, and timely manner.
• Listens and responds 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.
• Welcomes and acknowledges each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Anticipates guests' needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thanks guests with genuine appreciation and provide a fond farewell.
• Assists other associates to ensure proper coverage and prompt guest service.
• Reviews/Tracks/Accommodates requests for room/check-out changes when possible; communicate status to appropriate staff.
• Confirms reservations and cancellations.
• Reviews out-of-order rooms daily.
• Ensures rates match market codes and document exceptions.
• Verify and adjust billing for guests. 
• Files guest paperwork or documentation. Set up/process all guest check-ins/check-outs.
• Activate room keys.
• Secure valid payment.
• Identify any over-commitments.
• Performs duplicate reservation checks; block rooms. 
• Runs daily reports.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receives, records, and relays messages accurately, completely, and legibly. 

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.
• Prepares and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
• Talks with and listens to other associates to effectively exchange information.

Assists Management

• Coordinates tasks and work with other departments to ensure that the department runs efficiently.
• Serves as a departmental role model or mentor by working alongside associates to perform technical or functional

      job duties.

Working with Others

• Supports all co-workers and treat them with dignity and respect.
• Develops and maintains positive and productive working relationships with other associates and departments.
• Partners with and assists others to promote an environment of teamwork and achieve common goals.    

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.
• Enters and locates work-related information using computers and/or point of sale systems.
• Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out  

• Assigns room according to guest request and preferences whenever possible. 
• Accommodates requests for room changes when possible. 
• Tracks changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping. 
• Communicates to appropriate staff that there are guests that are waiting for an available room. 
• Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns. 
• Reviews out-of-order rooms daily to determine status and estimated date for return to room inventory. 
• Reviews requests for late check-outs and approve according to occupancy. 
• Ensures rates match market codes and that any exceptions are documented and include an explanation. 
• Verifies and adjust billing for guests. 
• Pre-registers designated guests and prepare key packets. 
• Organizes and coordinates check-in/pre-registration procedures for arriving groups. 
• Files guest paperwork or documentation. 
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp). 
• 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. 
• 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. Secures valid form of payment (e.g., credit card, cash) prior to issuing room key. 
• Clears departures in computer system to document that rooms are no longer occupied. 
• Handles sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality.

Documentation/Reporting

• Creates and maintains computer- and paper-based filing and organization systems for records, reports, documents, etc.

Computers/Software

• Transmits information or documents using a computer.
• Enters and retrieves information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
• Prepares letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.

Office Equipment

• Transmits information or documents using mail, or facsimile machine.
• Operates standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.

Policies and Procedures

• Maintains confidentiality of proprietary materials and information.
• Protects the privacy and security of guests and coworkers.
• Follows company and department policies and procedures.
• Ensures uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company 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 by Supervisors.

CRITICAL COMPETENCIES

Analytical Skills

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

Interpersonal Skills

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

Communications

• Communication
• Applied Reading
• Telephone Etiquette Skills
• English Language Proficiency
• Listening
• Writing
• Form, Report, and Log Completion

Personal Attributes

• Dependability
• Presentation

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

Organization

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and Organizing

Physical Abilities 

• Visual Acuity

PREFERRED

 QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

Less than 1 year related work experience

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.