Open Positions at Marriott International

POSITION SUMMARY

• Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
• Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. 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.

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.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• 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 other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

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.
• Provide assistance to coworkers, ensuring they understand their tasks.
• 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.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

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.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• 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.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Reservation Services

• Verify all reservation information with callers to ensure accuracy.
• Accommodate and document special requests in an accurate and efficient manner.
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Describe room accommodations and benefit feature sale amenities to guests.
• Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
• Identify repeat guests using appropriate codes.
• Follow “up selling” techniques and sales strategies in order to maximize property revenue.

Reservation Processing

• Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Verify availability of room type, rate, and occupancy before confirming any reservations.
• Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Document information for manual reservations on designated forms and enter information into the reservation system.

Inventory/Rooms Control

• Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.
• Oversee accuracy of room blocks and reservations.
• Remove group room blocks from general inventory by entering information into reservation system (MARSHA, Fidelio, OPERA).
• Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.

Reservation Billing

• Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to Accounting policies.

Reservation Training

• Communicate and instill company values and/or culture to new employees.
• Review and implement new Reservations procedures.

Guest Relations

• Troubleshoot and resolve guest issues and concerns or refer to appropriate contacts, based on the type of issue.
• Follow proper escalation procedures when addressing guest concerns.

Analytical Skills

• Computer Skills
• Problem Solving
• Decision-Making
• Learning

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Team Work
• Diversity Relations

Communications

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

Personal Attributes

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

Organization

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

Reservations

• Reservation Policy
• Reservation Procedures
• Reservation Software

Sales

• Typing
• Diligence

Education

• High school diploma/G.E.D. equivalent

Related Work Experience

• At least 1 years of related work experience

Supervisory Experience

• no supervisory experience required

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POSITION SUMMARY

• Prepare ingredients for cooking, including portioning, chopping, and storing food. Pull food from freezer storage to thaw in the refrigerator. Weigh, measure, and mix ingredients according to recipes or personal judgment. Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklist. Monitor food quality while preparing food. Test foods to determine if they have been cooked sufficiently, using methods such as tasting, smelling, or piercing them with utensils. Ensure proper portion, arrangement, and food garnish to be served. Serve food in proper portions onto proper receptacle. Use kitchen tools safely and appropriately. Wash and disinfect kitchen area, tables, tools, knives, and equipment. Check and ensure the correctness of the temperature of appliances and food. Notify manager if a product does not meet specifications. Communicate any assistance needed during busy periods. 
• Follow all company and safety and security policies and procedures; report maintenance needs, accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional. Welcome and acknowledge all guests according to company standards. Speak with others using clear and professional language. Support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 5 kilograms without assistance. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Use proper equipment, wear appropriate personal protective clothing, and employ correct lifting procedures, as necessary, to avoid injury.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Complete appropriate safety training and certifications to perform work tasks.
• Policies and Procedures
• 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.
• Protect the privacy and security of guests and coworkers.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Guest Relations
• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Communication
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Working with Others
• Support all co-workers and treat them with dignity and respect.
• 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.
• 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 5 kilograms without assistance.
• General Kitchen
• Communicate any assistance needed during busy periods to the Sous Chef to ensure optimum service to guests.
• Ensure the quality of the food items and notify manager if a product does not meet specifications.
• Prepare all potentially hazardous foods at the correct temperature according to the HACCP guidelines.
• Follow appropriate personal hygiene procedures to ensure food served to guests is safe for consumption, including disinfecting hands prior to handling food and wearing a hat/hairnet and proper footwear.
• Follow and ensure compliance with food safety and handling policies and procedures, such as product rotation, First In-First Out (FIFO); dating, labeling, cleaning, and organizing coolers/freezers/storage areas; and Cold Chain compliance, across all food-related departments and areas.
• Ensure all the OHSA documents are updated daily.
• Manage stock levels and ensure to communicate low stock levels to management.
• Monitor the quantity of food that is prepared and the portions that are served in to control food waste and ensure that good food is not thrown away.
• Check and ensure the correctness of the temperature of appliances and food using thermostats and thermometers, including monitoring freezer systems, such as fans, drains, and doors, for proper operation, and report issues or problems to facility management.
• Assist with any training requirements.
• Ensure all the associates are producing food on property standard and monitor the quality.
• Sanitation and Maintenance
• Wash and disinfect kitchen area including tables, tools, knives, and equipment to ensure sanitary conditions and meet the departmental standards, including using sanitizers required by health department.
• Report all maintenance problems timeously.
• Kitchen Tools & Equipment
• Use kitchen tools safely and appropriately, including using appropriate tools to open cartons, boxes, and cans; keeping knives sharpened; using proper knife handling procedures; using correct knives for particular food item or specific task; using dry pads when moving hot material; and engaging all appropriate safety devices prior to operating equipment.
• Monitor tools and equipment and provide ongoing training when required.
• Food Preparation
• Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklist, establishing priority items.
• Test foods to determine if they have been cooked sufficiently, using methods such as tasting, smelling, or piercing them with utensils.
• Prepare ingredients for cooking, including portioning, chopping, and storing food before use.
• Weigh, measure, and mix ingredients according to recipes or personal judgment, using various kitchen utensils and equipment.
• Monitor food quality while preparing food and throughout the day utilizing the HACCP forms and production charts.
• Pull food from freezer storage to thaw in the refrigerator, according to freezer pull chart.
• Set-up
• Ensure proper portion, arrangement, and food garnish to be served to waiters or patrons, according to standards.
• Serve food (for example, soup, desserts, sides, entrees) in proper portions onto dishes, plates, mugs, and bowls, ensuring proper plate appearance.

Interpersonal Skills

• Team Work
• Interpersonal Skills
• Diversity Relations

Communications

• Communication

Personal Attributes

• Safety Orientation
• Dependability
• Stress Tolerance
• Presentation
• Positive Demeanor

Physical Abilities

• Manual Dexterity
• Visual Acuity
• Stamina

Equipment and Tools

• Kitchen Tools
• Kitchen Equipment

Basic Cookery

• Fish Storage
• Recipe
• Cooking Standards

Education

• Qualification from an accredited university in Culinary Arts, Hotel and Restaurant Management

Related Work Experience

• At least 1 year of related work experience

Supervisory Experience

• No supervisory experience is required