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.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• 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

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

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.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• 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 10 pounds without assistance.

Check-in/Check-out

• Assign room according to guest request and preferences whenever possible.
• Accommodate requests for room changes when possible.
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• 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.
• 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.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Verify and adjust billing for guests.
• Pre-register designated guests and prepare key packets.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• File guest paperwork or documentation.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• 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.
• 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.
• Clear departures in computer system to document that rooms are no longer occupied

Reservations/Blocking Rooms

• Identify any over-commitments by room type (e.g., bedding, view, size).
• Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).
• Perform duplicate reservation checks.
• Confirm reservations and cancellations.

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Maintain and update database containing preferences of repeat and VIP guests.

Guest Services

• Contact appropriate individual or department (e.g., Bellperson, 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.
• Receive, record, and relay messages accurately, completely, and legibly
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Maintain and update database containing preferences of repeat and VIP guests.

Critical Competencies

Personal Attributes

• Dependability
• Presentation
• Integrity
• Positive Demeanor
• Initiative
• Stress Tolerance
• Adaptability/Flexibility
• Safety Orientation

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Teamwork
• Diversity Relations

Communications

• Communication
• Applied Reading
• Telephone Etiquette Skills
• English Language Proficiency
• Listening
• Writing
• Form, Report, and Log Completion

Analytical Skills

• Problem Solving
• Decision-Making
• Computer Skills Learning

Organization

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and Organizing

Physical Abilities

• Visual Acuity

Preferred Qualifications

• Education: High school diploma/G.E.D. equivalent
• Related Work Experience: Less than 1-year related work experience
• Supervisory Experience: No supervisory experience is required

About Marriott International

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About Marriott Hotels

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the