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.
