POSITION SUMMARY
Responsible for all Front Office related issues during the night shifts. Responsible for the correct end-of-day closing of the PMS system and all POS including review and correction of daily revenue postings, system balances, payment methods, completing and developing of daily statistics and correct reporting. To assist guests efficiently, courteously and professionally in all Front Office related functions. To maintain MVW’s high standard of service and hospitality at all times. Handle guest complaints in a professional manner.
Assist management in training, evaluating, counselling, 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 is 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; support team to reach common goals. Process payments for rental equipment, recreation activities, facility rentals, or retail sales. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested.
CRITICAL TASKS
Safety and Security
- Maintain awareness of undesirable persons on property premises.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Policies and Procedures
- Protect the privacy and security of guests and co-workers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Guest Relations
- Address guests' service needs in a professional, positive, and timely manner.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Thank guests with genuine appreciation and provide a fond farewell.
- 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).
- 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.
- 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.
- Assist other employees to ensure proper coverage and prompt guest service.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
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.
- Provide assistance to co-workers, ensuring they understand their tasks.
- Discuss work topics, activities, or problems with co-workers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Talk with and listen to other employees to effectively exchange information.
- Operate telephone switchboard station in order to answer telephone calls.
- Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
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.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
- Monitor the performance of others to ensure adherence to quality expectations and standards.
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 25 pounds without assistance.
Check-in/Check-out
- Ensure checks that come from outlets (e.g., health club, retail shop, F&B) are scanned and charged to room.
- Activate 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.
- Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
- Ensure rates match market codes and that any exceptions are documented and include an explanation.
- 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.
- File guest paperwork or documentation.
- Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
- Sell a room/accommodation to guests without reservations based on availability.
- Assign room according to guest request and preferences whenever possible.
Reports/Recordkeeping
- Print contingency lists to have a record of all guests in case of emergency.
- Complete the Room Rate Variance Report.
Guest Services
- Accept and record wake-up call requests and deliver to appropriate department.
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.
Finance Related
- Complete the daily checklist with all end-of-day related balances/controls and all reports requested, check the completeness of all documentation given from the POS and reception prior to night audit
- Review the closing result and inform Accounting of any undetected or unusual balance errors
- Complete statistics and send them out to the required receiver
Others:
- Perform other duties as required to meet the needs of the department or as instructed by Management.
CRITICAL COMPETENCIES
Analytical Skills
- Learning
- Arithmetic Computation
- Computer Skills
- Problem Solving
- Decision-Making
Interpersonal Skills
- Customer Service Orientation
- Diversity Relations
- Team Work
- Interpersonal Skills
Communications
- Communication
- Listening
- Telephone Etiquette Skills
- Applied reading
- English Language Proficiency
Personal Attributes
- Dependability
- Presentation
- Safety Orientation
- Integrity
- Positive Demeanor
- Adaptability/Flexibility
- Initiative
- Stress Tolerance
- Innovation
- Self-Development
- Safety Orientation
Organization
- Multi-Tasking
- Time Management
- Planning and Organizing
- Detail Oriented
PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
At least 1 year of related work experience
Supervisory Experience
At least 1 year supervisory experience is required
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
