Night Guest Services Associate

POSITION SUMMARY

Process all guest check-ins by confirming reservations in the computer system, verifying guest identity, requesting form of payment, and issuing room key in accordance with property policies and procedures. Operate telephone switchboard station. Respond to and resolve guest requests, including wake-up call requests. Review handover and Manger on Duty reports. Count float at the beginning and end of shift. Balance and drop receipts at end of shift according to accounting specifications. Perform food and beverage duties once the kitchen closes, to provide room service as requested by members/guests. Run night audit and roll the date in OPERA. Process management reports. Prepare newspaper list and newspaper bags. Conduct security rounds. Manage fire panel, follow fire procedures and oversee site evacuation if required.

Greet guests and inform them of property amenities, services, and hours of operation, and local areas of interest and activities. Open doors and assist guests/visitors entering and leaving property. Assist with luggage storage and retrieval. Transport guest luggage to and from guest rooms and/or designated bell area. Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage. Supply guests with directions. Arrange transportation (e.g., taxi cab, limousine/sedan service) for guests/visitors, and record advance transportation request as needed. Communicate parking procedures to guests/visitors. Follow up with guests to ensure their requests or problems have been met to their satisfaction.

Follow all company safety and security policies and procedures, and report accidents, injuries, and unsafe work conditions to the manager. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, and maintain confidentiality of proprietary information. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and listen and respond appropriately to the concerns of other employees. 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. Perform other reasonable job duties as requested by Supervisors and Management.

CRITICAL TASKS

Safety and Security

 Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

 Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

 Maintain awareness of suspicious persons on property premises.

 Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

 Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

 Conduct security clock rounds

Policies and Procedures

 Protect the privacy and security of guests and coworkers.

 Maintain confidentiality of proprietary materials and information.

 Follow company and department policies and procedures.

 Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

 Perform other reasonable job duties as requested by supervisors.

 Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Maintain Building and Property

 Assist in maintaining a clear drive at the front of the residence.

 Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas.

 Polish and maintain cleanliness of luggage carts.

 Clean and maintain the glass and metal finishes at the entrance and in the lobby.

 Mop up wet spills in the lobby as necessary in order to prevent accidents.

 Assist in the placement and removal of lobby rain/mats.

 Ensure members lounge is always clean, tidy and water and fruit replenished

 Ensure luggage rooms are secure at all times

Greet/Escort Guests

 Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

 Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage. Update the relevant systems with luggage moves (e.g. Opera).

Guest Relations

 Provide 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).

 Address guests' service needs in a professional, positive and timely manner.

 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

 Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., PLEASED) to resolve issues, delight, and build trust.

 Thank guests with genuine appreciation and provide a fond farewell.

 Anticipate 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.

 Assist with general guest queries and requests (e.g. room service, travel bookings, airfare changes, restaurant reservations)

 Assist other employees to ensure proper coverage and prompt guest service.

 Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

 Handle any guest problems and complaints in a professional and hospital manner.

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.

 Talk with and listen to other employees to effectively exchange information.

 Process guest requests for wake up calls, screening calls, do not disturb, call forwarding.

 Operate telephone switchboard station in order to answer telephone calls.

 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 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.

 Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).

 Transfer guests with internet access issues to the internet service provider's customer support line.

 Test pagers and report any maintenance requirements to AYS to ensure communications equipment works properly.

 Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.

Check-in/Check-out

 Process all guest check-ins by confirming reservations in computer system (e.g. 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 electronic key machine (e.g., Vingcard) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.

 Sell a room/accommodation to guests without reservations based on availability.

 Assign room according to guest request and preferences whenever possible.

 File guest paperwork or documentation.

 Accommodate requests for room changes when possible.

 Verify and adjust billing for guests.

 Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send to the room if required.

 Set up accurate accounts for each guest upon check-in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp).

 Conduct walk ins.

Housekeeping:

• Process housekeeping requests from guests according to company standard (sofa bed, twin bed, extra pillows, extra duvet/blanket etc)

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.

Quality Assurance/Quality Improvement

 Comply with quality assurance expectations and standards.

Reservations/Blocking Rooms

 Obtain satisfactory alternative accommodation for guests with reservations when the property cannot accommodate them.

Reports/Recordkeeping

 Print contingency lists to have a record of all guests in case of emergency.

 Run credit card authorization report and check for discrepancies.

 Review shift logs/daily memo books and document pertinent information in logbooks.

 Complete designated cashier and closing reports in the computer system.

 Run telephone reports daily.

 Process commissions via CTAC system.

Guest Services

 Accept and record wake-up call requests and deliver to appropriate department.

 Deliver wake-up calls for guests at requested time.

 Contact an appropriate individual or department (e.g., Front Door, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem and log in GuestWare system

 Receive, record, and relay messages accurately, completely, and legibly.

 Deliver newspapers as per newspaper request sheet

Cash Handling

 Count bank at end of shift and secure bank.

 Process all payment types such as room charges, cash, cheques, traveller cheques, foreign currency, debit, or credit.

 Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

 Balance and drop receipts according to accounting specifications.

 Obtain manual authorisations and follow all accounting procedures if computer system is down.

 Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

 Provide change to guests.

In-Room Dining/Room Service

 Take room service orders over the phone, answering any questions regarding the menu, inputting order into appropriate system, upselling, following method of payment policies, reading back the order to confirm its accuracy, and providing expected delivery time.

 Notify guests and management of delays in service delivery,

 Answer questions on menu selections.

 Communicate current menu items and daily specials to guests.

 Input orders, position points, and accurate cover counts into the Squirrel system. Prepare all orders in accordance with Food & Hygiene standards, ensuring that service levels and response timelines are compliant with company standards.

Finance-Related

 Complete end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.

Incident/Emergency Response

 Assist guests or employees during emergency situations, such as fire, evacuation, flood, severe weather, bomb threat, robbery, natural disasters, etc.

 Respond to the scene of guest or employee accidents and determine if emergency aid is required.

 Administer first aid/CPR to guests or employees as required.

 Communicate specified information regarding guest or employee accidents to EMS/medical personnel as required.

 Notify manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents.

 Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc. – escalating as appropriate.

 Escort any unwelcome persons (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation.

 Complete incident reports to document all Security/Loss Prevention related incidents such as theft, accidents, physical hazards, and fire alarms.

Physical Tasks

 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.

 Enter and locate work-related information using computers and/or point of sale systems.

CRITICAL COMPETENCIES

Analytical Skills

 Decision-Making

 Problem Solving

 Computer Skills

 Learning

 Arithmetic Computation Interpersonal Skills

 Customer Service Orientation

 Interpersonal Skills

 Team Work

 Diversity Relations Communications

 Communication (Listening & Writing)

 English Language Proficiency

 Telephone Etiquette Skills

 Applied Reading

Personal Attributes

 Integrity

 Dependability

 Safety Orientation

 Presentation

 Positive Demeanor

 Stress Tolerance

 Adaptability/Flexibility

Organization

 Multi-Tasking

 Time Management

Physical Abilities

• Visual Acuity

PREFERRED QUALIFICATIONS

Related Work Experience Prior related work experience is required

Supervisory Experience No supervisory experience is required

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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.