Greets and escorts guests to rooms. Opens doors and assists owners/guests/visitors entering and leaving property. Informs them of 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, ice and vending areas, in-room safe, etc.). Transports guest luggage to and from villa/guest room and/or designated bell area. Assists with luggage storage and retrieval. Assists owners/guests/visitors in and out of vehicles, including assisting with loading/unloading luggage. Supplies owners/guests with directions. Arranges transportation (e.g., taxi cab, shuttle bus, limousine/sedan service) and records advance transportation request as needed. Communicates parking procedures to owners/guests/visitors.
Reports accidents, injuries, and unsafe work conditions to manager; and completes safety training and certifications. Follows all company policies and procedures, ensures uniform and personal appearance are clean and professional, maintains confidentiality of proprietary information, and protects company assets. Welcomes and acknowledges all owners/guests according to company standards, anticipates and addresses owners/guests’ service needs, assists individuals with disabilities, and thanks owners/guests with genuine appreciation. Speaks with others using clear and professional language, prepares and reviews written documents accurately and completely, and answers telephones using appropriate etiquette. Develops and maintains positive working relationships with others, supports team to reach common goals, and listens and responds appropriately to the concerns of other associates. Complies with quality assurance expectations and standards. 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 50 pounds without assistance. Performs other reasonable job duties as requested by Supervisors.
CRITICAL TASKS
Guest Relations
- Addresses owner/guests' service needs in a professional, positive, and timely manner.
- Welcomes and acknowledges each owner/guest with a smile, eye contact, and a friendly verbal greeting, using the owner/guest's name when possible.
- 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).
- Actively listens and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, etc.) to resolve issues and build trust.
- Thanks guests with genuine appreciation and provide a fond farewell.
- Anticipates owner/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.
- Engages owners/guests in conversation regarding their stay, property services, and area attractions/offerings.
- Assists other associates to ensure proper coverage and prompt guest service.
Communication
- 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.
- Talks with and listens to other associates to effectively exchange information.
- 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.
Working with Others
- Supports all co-workers and treats them with dignity and respect.
- Develops and maintains positive and productive working relationships with other associates and departments.
Quality Assurance/Quality Improvement
- Complies with quality assurance expectations and standards.
Physical Tasks
- Stands, sits, or walks for an extended period of time or for an entire work shift.
- Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 50 pounds without assistance.
Greet/Escort Guests
- Supplies owner/guest with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
- Tags, stores, and retrieves luggage from storage, providing guests with proper claim tickets for their luggage.
Safety and Security
- Follows company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Uses proper equipment, wears appropriate personal protective clothing (PPE), and employs correct lifting procedures, as necessary, to avoid injury.
- Maintains awareness of suspicious persons on property premises.
- Reports work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
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
Interpersonal Skills
- Customer Service Orientation
- Team Work
- Diversity Relations
- Interpersonal Skills
Communications
- Communication
- Listening
- English Language Proficiency
Personal Attributes
- Presentation
- Positive Demeanor
- Dependability
- Integrity
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.
