Communication

• 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.
• Aid 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.

Assists Management

• 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 counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
• 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.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• 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).
• 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.

Working with Others

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Support all co-workers and treat them with dignity and respect.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.

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.
• 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 10 pounds without assistance.

Check-in/Check-out

• Process all guest check-ins by confirming reservations in computer system (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.
• Activate room keys using Opera and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using Vision Online.
• Set up accurate accounts for each guest upon check-in according to their requirements § Assign room according to guest request and preferences whenever possible.
• Sell a room/accommodation to guests without reservations based on availability.
• Ask for and enter Marriott Bonvoy information (e.g., number, name, address) when taking reservation or checking guest in.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Accommodate requests for room changes when possible.
• Verify and adjust billing for guests.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• File guest paperwork or documentation.
• Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
• Review requests for late check-outs and approve according to occupancy.
• 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.
• Clear departures in computer system to document that rooms are no longer occupied.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.

Reservations/Blocking Rooms

• 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