Guest Services

• Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation requests as needed.
• Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
• Work flexible hours on a shift basis, including night shift, in accordance with the departmental rota.
• Complete all duties on required checklists within Guest Services department.
• Complete all duties listed on the Night Guest Service Agent checklist.
• Have knowledge of all current hotel rates, packages, discounts, and vouchers.
• Adhere to the hotel credit policies and cash handling procedures at all times
• Develop and maintain knowledge of room types, room product & locations within the hotel. Develop a thorough knowledge of the hotel property, hotel staff, hotel services, and the hours of operations.
• Have the knowledge and ability to complete all the duties on all associate checklists within Front Desk & M Club areas
• Handles guest messages & wake-up calls in accordance with LSOPs.
• To be fully trained and knowledgeable in Empower GXP to be able to execute the key daily tasks related to the program. These tasks include but are not limited to: Handling CEC Customer Care Enquiries, Mobile Chat, entering guest requests, any Bonvoy program-related promotion or benefit, proactive chat, and pre-arrival processes.
• Perform thorough and thoughtful pre-arrival processes as the operational LSOP’s require to ensure a high level but contactless guest engagement. Participate in the Guest Satisfaction Survey Response process as required by departmental leadership.
• Manage all VIP preparation, arrival in-house, and departure processes as required by operational LSOP’s
• Process daily guest amenity requirements as required by operational LSOP’s
• Responsible for participating and supporting M Club operations if the operation has a need to schedule an associate to an M Club shift or to assist when operations in M Club are exceptionally busy. Required to have a thorough knowledge of all M Club procedures and product offers and be able to perform all M Club duties if and when required.

Key Performance Competencies & Requirements

• Play an active role in day-to-day operations, ensuring their work is of high quality, maintaining & exceeding standards and meeting the expectations of the customers daily.
• Develops specific goals and plans to prioritize, organize, and accomplish your work daily.
• Takes an active role in same-day selling procedures to maximize room revenue and property occupancy.
• Utilizes interpersonal and communication skills to influence and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Develop & hold working technological skill sets within the Guest Services Departments. Play an active role in implementation of all related technology such as but not limited to: GXP Empower, Marriott Mobile App, Mobile Key, Opera Fidelio, MARSHA, related interfaces, guest Wi-Fi network, and hotel & guest telephone systems.
• Informs and/or updates the managers on relevant information in a timely manner throughout their shift.
• Ensure correct process is always followed to ensure guest & hotel data protection protocol is always met.
• At all times strive to represent the Marriott in the most professional, courteous, and efficient manner possible.
• Adhere to all company policies and procedures at all times

Ensuring Exceptional Customer Service

• Provides services that meet and exceed guest expectations at every turn, ensuring ongoing repeat business and loyalty from our guests.
• Improves service offering from all departments by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Support in the successful execution of the Marriott Bonvoy program within the hotel by holding detailed knowledge of all facets of the program, and ensuring all direct reports hold a good standard of knowledge to allow execution.
• Strives to improve service performance each day in their own actions.
• Ensures their work is compliant with all Front Desk, Switchboard Operations & M Club policies, standards, and procedures including all relevant Brand Standards.
• To practice gracious hospitality and promote goodwill by being friendly, engaging, courteous, and helpful to guests, managers, and fellow associates at all times.

VIP/Concierge Services

• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Check-in/Check-out

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• 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.
• 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.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Sell a room/accommodation to guests without reservations based on availability.
• Be able to perform the duties of a room’s controller and allocate rooms accordingly to requests and availability. Assist leadership in the management of the room inventory during the day.
• Verify and adjust billing for guests.

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