Recent Jobs at Marriott International

POSITION SUMMARY

• Serve food courses and alcoholic beverages to guests.
• Set tables according to type of event and service standards.
• Answer questions on menu selections. Communicate with the kitchen regarding menu questions, the length of wait, re-cook orders, and product availability. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Record transaction in MICROS system at time of order.
• Check in with guests to ensure satisfaction with each food course and/or beverages.
• Maintain cleanliness of work areas, china, glass, etc., throughout the day. Complete closing duties, including restocking items, turning off lights, etc.
• Present physical and accurate check to guest and process payment.
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
• Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
• 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. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards.
• Read and visually verify information in a variety of formats (e.g., small print). 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 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education:

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

Related Work Experience:

• At least 1 year of related work experience.

Supervisory Experience:

• No supervisory experience.

License or Certification:

• None

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JOB SUMMARY

• Reporting to the Director of Human Resources, The Learning and Development Manager drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. Working with property leadership to identify and address employee and organizational development needs.
• The Learning and Development Manager is responsible for ensuring effective training is in place to enable the achievement of desired business results.
• Training programs range on a variety of topics, including product knowledge, company philosophy, customer service and leadership skills.
• The Learning and Development Manager conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. 

CANDIDATE PROFILE 

Education and Experience

• Tertiary Qualification from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 
• 2 years experience in human resources or related professional area; certified trainer.
• Proficient in MS Office and Learning Management Systems (LMS); Familiarity with e-learning platforms and practices
• Extensive HR and knowledge of effective learning and development methods
• Facilitation skills and experience with SDF processes - Knowledge of training design, development, and delivery
• Excellent communication and presentation skills
• Strong interpersonal skills
• Experience with Workplace Skills Plan (WSP) & Annual Training Report (ATR) submission

CORE WORK ACTIVITIES

Administering Employee Training Programs

• Promotes and informs employees about all training programs.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Helps employees identify specific behaviors that will contribute to service excellence.
• Ensures employees receive on-going training to understand guest expectations.
• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Meets with departmental trainers on a regular basis to support training efforts.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Oversee LPA performance, goal-setting, and development plans

Evaluating Training Programs Effectiveness

• Monitors enrollment and attendance at training classes.
• Meets regularly with participants to assess progress and address concerns.
• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Measures transfer of learning from training courses to the operation.
• Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
• Aligns current training and development programs to effectively impact key business indicators.
• Establishes guidelines so employees understand expectations and parameters.
• Develops specific training to improve service performance.
• Drives brand values and philosophy in all training and development activities.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Managing Training Budgets

• Participates in the development of the Training budget as required.
• Manages budget in alignment with Human Resources and property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.

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Required Experience & Qualifications

• Previous experience in stock control or stores or a similar position
• Data capturing and stock taking experience
• Ability to work accurately and without supervision
• Proficiency in Microsoft packages essential (Word, Excel, email) essential
• Attention to detail pertaining to area of responsibility
• Strong planning and organizing skills to meet deadlines with regards to operational requirements essential
• Ability to work within a pressurized environment
• Ability to work weekends, public holidays etc.
• Product Knowledge (i.e. Food, Beverage and General stocks) will be advantageous 
• Materials control experience

Key Responsibilities

• Complete all daily duties as set out in departmental duties and requirements.
• To take full responsibility for Inventory Control in Stores
• Assist cost controller in determining par stock levels for stores as per consumption
• Ensure all requested store requisitions are captured daily.
• Uphold HACCP procedures and ensure good housekeeping
• To communicate between cost control, receiving and stores operations, and ensure strict adherence of stores and inventory procedures
• Storing of goods in accordance with FCS requirements
• Placing order on Materials Control
• Any other request from time to time as determined by operational requirements/needs.

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POSITION SUMMARY

• Patrol all areas of the property; assist guests with room access. Monitor Closed Circuit Televisions, perimeter alarm system, duress alarms, and fire life safety system. Lock property entrances when required. Conduct daily physical hazard inspections.
• Respond to accidents, contact EMS or administer first aid/CPR as required.
• Assist guests/employees during emergency situations. Notify appropriate individuals in the event of accidents, attacks, or other incidents.
• Defuse guest/employee disturbances. Call for outside assistance if necessary.
• Complete incident reports to document all Security/Loss Prevention related incidents. Handle all interruptions and complaints.
• Resolve safety hazard situations.
• Escort any unwelcome persons from the property without interrupting the orderly flow of property operation.
• Report to scenes of vehicle accidents/thefts. Call for assistance using proper code responses. Complete a Loss Prevention shift summary/daily activity report. Maintain confidentiality of all Security/Loss Prevention and property reports/documents; release information only to authorized individuals.
• Conduct investigations and gather evidence.
• Conduct interviews with relevant parties.
• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; 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; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards.
• Stand, sit, or walk for an extended period of time. In addition, some states may have additional licensing/registration requirements to be considered for this position. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Enter and locate work-related information using computers and/or point of sale systems. Move at a speed required to respond to work situations (e.g., run, walk, jog).
• 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 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. 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.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Complete appropriate safety training and certifications to perform work tasks.

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.
• Protect company tools, equipment, machines, or other assets in accordance with company 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.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• 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, or offering access to Braille or TDD phones).
• 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.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.

Communication

• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Exchange information with other employees using electronic devices (e.g., cell/mobile phones, pagers and two-way radios, email).

Working with Others

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Support all co-workers and treat them with dignity and respect.
• 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.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).
• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• Enter and locate work-related information using computers and/or point of sale systems.
• Move at a speed required to respond to work situations (e.g., run, walk, jog).
• 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 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move through narrow, confined, or elevated spaces.
• Move over sloping, uneven, or slippery surfaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Surveillance/Patrol

• Patrol all areas of the property by foot or vehicle using specified equipment (e.g., flash light, high visibility jacket) to ensure guest and meeting rooms are secure and assist guests with room access.
• Monitor Closed Circuit Televisions (CCTV), perimeter alarm system, duress alarms, and fire life safety system to ensure that any unusual behavior or emergency situation is dispatched to appropriate personnel for investigation and recorded.
• Lock property entrances during designated times.
• Conduct daily physical hazard inspections and report any unsafe conditions or work practices.

Incident/Emergency Response

• 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.
• Assist guests or employees during emergency situations, such as fire, evacuation, flood, severe weather, bomb threat, robbery, natural disasters, etc.
• Notify manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents.
• Communicate specified information regarding guest or employee accidents to EMS/medical personnel as required.
• Defuse guest or employee disturbances/altercations in accordance with company policies and procedures, including summoning appropriate authorities if necessary, and documenting incident.
• Respond to domestic problems with guests and call for outside assistance if necessary.
• Complete incident reports to document all Security/Loss Prevention related incidents such as theft, accidents, physical hazards, and fire alarms.
• Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc.
• Resolve safety hazard situations.
• Escort any unwelcome persons (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation.
• Report to scenes of vehicle accidents/thefts and document all required information.
• Call for assistance using proper code responses.

Investigations/Reports

• Complete a Loss Prevention shift summary/daily activity report to ensure that all information is properly logged.
• Maintain confidentiality of all Security/Loss Prevention and property reports/documents and release information only to authorized individuals.
• Conduct investigations and gather evidence related to theft/fraud or lost items, noise complaints, assault complaints, food poisoning complaints, and other guest complaints and incidents.
• Conduct interviews with relevant parties in order to obtain statements and information related to incidents.

Education

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

Related Work Experience

• Atleast 1 year related work experience is required

Supervisory Experience

• No supervisory experience is required

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POSITION SUMMARY

• Prepare ingredients for cooking, including portioning, chopping, and storing food.
• Wash and peel fresh fruits and vegetables.
• Weigh, measure, and mix ingredients.
• Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklist. Prepare cold foods. Operate ovens, stoves, grills, microwaves, and fryers. Test foods to determine if they have been cooked sufficiently.
• Monitor food quality while preparing food. Set-up and break down work station.
• Serve food in proper portions onto proper receptacles. Wash and disinfect kitchen area, tables, tools, knives, and equipment.
• Check and ensure the correctness of the temperature of appliances and food.
• 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; maintain confidentiality of proprietary information; protect company assets.
• Speak with others using clear and professional language.
• Develop and maintain positive working relationships with others; 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 or for an entire work shift.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATION

Education:

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

Related Work Experience:

• At least 1 year of related work experience.

Supervisory Experience:

• No supervisory experience.

License or Certification:

• None

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JOB SUMMARY

• The Banqueting Floor Manager directs and motivates team while personally assisting in providing high quality service based on requirements and standards. Monitors and controls financial and administrative responsibilities including asset protection. Provides clear and concise communications to everyone having ownership in the success of the event. Identifies training opportunities and plans a strategy to accomplish goals.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or relevant hospitality management certificate; 2 years experience in the event management, food and beverage, or related professional area.

CORE WORK ACTIVITIES

• Managing Banquet Operations
• Projects supply needs for the department, (e.g., china, glass, silver, buffet presentations, props).
• Applies knowledge of all laws, as they relate to an event.
• Understands the impact of Banquet operations on the overall success of an event and manages activities to maximize customer satisfaction.
• Adheres to and reinforces all standards, policies, and procedures.
• Maintains established sanitation levels.
• Manages departmental inventories and maintains equipment.
• Uses banquet beverage records to control liquor costs and manage the banquet beverage perpetual inventory.
• Schedules banquet service staff to forecast and service standards, while maximizing profits.
• Assists team in developing lasting relationships with groups to retain business and increase growth.

Participating in and Leading Banquet Teams

• Sets goals and delegates tasks to improve departmental performance.
• Conducts monthly department meetings with the Banquet team.
• Applies and continually broadens knowledge of food and beverage with emphasis on current event trends.
• Acts as a liaison to the kitchen staff.
• Leads shifts and actively participates in the servicing of events.

Ensuring and Providing Exceptional Customer Service

• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Responds to and handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Ensures employees understand expectations and parameters.
• Strives to improve service performance.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Reviews comment cards and guest satisfaction results with employees.

Conducting Human Resources Activities

• Communicates and executes departmental and property emergency procedures and ensures staff are trained in safety procedures.
• Observes service behaviors of employees and provides feedback to individuals.
• Monitors progress and leads discussion with staff each period.
• Participates in the development and implementation of corrective action plans.
• Reviews quarterly Meeting Planner Survey results and participates in the development and implementation of corrective action to address service challenges; focuses on continuous improvement of guest satisfaction.
• Attends and participates in all pertinent meetings.

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POSITION SUMMARY

Function

• As an In-Room Dining Service Order Taker you are responsible to co-ordinate all service requirements addressed to In-Room Dining department,
• Primarily responsible for guest orders from room or pool area via phone or any other ordering devices like mobile apps, etc. Assist the F&B Management team with achieving high scores on guest satisfaction surveys, recognizing repeat guests and following standard procedures.

Required Experience & Qualifications

• 1 to 2 years’ experience in similar role in a full service hotel preferred
• Ability to communicate with the guests and anticipate their needs.
• Ability to smile and diffuse anger naturally.
• Have an enthusiastic and positive personality.
• Profound knowledge of customer service and of all beverage products and services.
• Education: Hotel Management diploma holder or similar qualification.

Key Responsibilities

• Responsible for answering all telephone calls and prioritizing said calls.
• Punches the food and beverage orders on to the Point of Sales systems like Micros POS. 
• Coordinate guest amenities and organizes guest table pick-ups on completion of meals in a timely manner.
• Should have very good telephone etiquettes.
• Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly.
• Should have good knowledge of room service menu's and ongoing promotions in other F&B outlet.
• Should be able to provide recommendations and suggestions to guests upon request.
• Be knowledgeable of all services, facilities and products offered by the hotel.
• Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times.
• Display excellent conversation skills and selling techniques at all times.
• Pay attention to guest orders, and know the menu thoroughly.
• Write down all information’s clearly. Highlight special requests.
• Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.
• Approximate delivery time is given to the guest according to this time evaluation system established by the Outlet Manager and the Sous Chef.
• If the order has not been sent up by this time, a call must be placed to the guest to apologies and re-evaluate the delivery time.
• Ensure correct posting in POS system for communication to the service and kitchen department.
• Able to perform all duties and tasks per the tasks required at the outlet.
• Assist the department to drive guest satisfaction by providing consistent guest experiences.
• Coordinate with Room Service Waiter/ Waitress, Captains & Minibar Attendant.
• Report positive and constructive guest feedback to the manager.
• Promptly handle guest queries, complaints and all issues in a professional manner.
• Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
• Ensure proper handover is given to the next shift and also to the IRD manager.
• Report cleanliness and maintenance issues to the immediate supervisor 
• Assist in carrying out scheduled inventories of products and operating equipment.
• Ensure that the place of work and surrounding area is kept clean and organized at all times.
• Ensure proper appearance and grooming while on duty.
• Perform any other assigned reasonable duties and responsibilities as assigned.

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POSITION SUMMARY

Function

• The successful incumbent is to ensure the highest standard of cleanliness is maintained throughout the Hotel and to assist where necessary within the department according to Marriott International Policies and Procedures.

Required Experience & Qualifications

• 6 months to 1-year experience as a cleaner or steward working in a similar hospitality environment 
• Ability to work without supervision
• Customer / staff focused
• Team orientation
• Able to work flexible hours and shifts
• Preference will be given to South African citizens 

Key Responsibilities

• Operate and maintain cleaning equipment and tools, including the dish washing machine, hand wash stations pot-scrubbing station, and trash compactor. 
• Wash and disinfect kitchen and store room areas, tables, tools, knives, and equipment. 
• Receive deliveries, store perishables properly, and rotate stock. 
• Ensure clean wares are stored in appropriate areas. 
• Use detergent, rinsing, and sanitizing chemicals to clean dishes. 
• Rack and spray all racked items with hot water to loosen and remove food residue. 
• Sort, soak, and wash/re-wash silverware. 
• Empty and maintain trashcans and dumpster area. 
• Clean and mop all areas in assigned departments. 
• Dispose of glass in the proper containers. 
• Break down cardboard boxes and place them and other recyclables in the recycle bin. 
• Protect company assets. 
• Speak with others using clear and professional language. 
• Develop and maintain positive working relationships with others; support team to reach common goals. 
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. 
• Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. 
• 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.

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POSITION SUMMARY

• 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. 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.
• Follow proper escalation procedures when addressing guest concerns.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards.
• 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.

PREFERRED QUALIFICATIONS

Education:

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

Related Work Experience:

• No related work experience.

Supervisory Experience:

• No supervisory experience.

License or Certification:

• None

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POSITION SUMMARY

• Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay.
• They are empowered to move about their space and do what needs to be done.
• Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, or assisting guests with loading/unloading vehicles and transporting luggage to and from guest rooms and/or designated bell area, the Guest Experience Expert makes transactions feel like part of the experience.
• No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.
• Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time; move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and 100 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education:                              

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

Related Work Experience:      

• Work related experience.

Supervisory Experience:        

• No supervisory experience.

License or Certification:          

• None

 

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JOB SUMMARY 

• Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

• Supporting Property Operations and Guest Relations Needs
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Sends copy of MOD report to all departments on a daily basis.
• Strives to improve service performance.
• Ensures compliance with all policies, standards and procedures.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Supporting Profitability Goals

• Understands and complies with loss prevention policies and procedures.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Managing the Guest Experience

• Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved.
• Empowers associates to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures associates understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system.

Food and Beverage

• Drive the broader goals of the Hotel, in terms of the Food & Beverage department, by planning and achieving objectives.
• Managing effective operations of all F&B areas (restaurant, bar, room service, kitchen, conference & events and social spaces)
• Managing of daily food and beverage cost of sales, proactive action on variances and achieving acceptable margins.
• Ensuring that the required F&B procedures, operational and administrative systems and controls are in place.
• Ensuring safe and proper control/usage/maintenance of all F&B equipment.
• Ensuring that the cleanliness and hygiene of all F&B areas are of the highest standard
• Adherence to labour laws, application of discipline, grievance handling and employee communications.
• Facilitate the development of STAFF through the training plan in line with the Hotel’s standards.

Assisting Human Resources Activities

• Participates as needed in the investigation of associate and guest accidents.
• Observes service behaviors of associates and providing feedback to individuals.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrates successes and publicly recognizes the contributions of team members.
• Ensures associates are cross-trained to support successfully daily operations.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Management Competencies

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POSITION SUMMARY

• Prepare special meals or substitute items. Regulate temperature of ovens, broilers, grills, and roasters. Pull food from freezer storage to thaw in the refrigerator. Ensure proper portion, arrangement, and food garnish. Maintain food logs.
• Monitor the quality and quantity of food that is prepared. Communicate assistance needed during busy periods. Inform Chef of excess food items for use in daily specials. Inform Food & Beverage service staff of menu specials and out of stock menu items. Ensure the quality of the food items. Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklist.
• Prepare cold foods.
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model.
• 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; maintain confidentiality of proprietary information; protect company assets.
• Anticipate and address guests’ service needs.
• Speak with others using clear and professional language.
• Develop and maintain positive working relationships with others; 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. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATION

Education:

• Technical, Trade, or Vocational School Degree.

Related Work Experience:

• At least 3 years of related work experience.

Supervisory Experience:

• No supervisory experience.

License or Certification:

• None

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JOB SUMMARY

• Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team 

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service 

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities 

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Participates in department meetings.

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JOB SUMMARY

• Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales staff. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provides service to our customers in order to grow share of the account on behalf of the company.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; no work experience required.

OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

• Understanding Markets & Maximizing Revenue
• Identifies new reservations sales business to achieve personal and property revenue goals.
• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• Closes the best opportunities for the property based on market conditions and property needs.
• Monitors same day selling procedures to maximize room revenue and control property occupancy.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.

Conducting Daily Reservations Sales Activities

• Responds to incoming reservations sales opportunities for the property that are outside parameters of the .
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Uses sales resources and administrative/support staff effectively.
• Assists in monitoring group reservation forecast data.
• Coordinates with sales and Convention Services to process rooming lists and reservation cards.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
• Assists with monitoring accuracy of reservation sales orders within tracking systems.
• Tracks no-show reservations and processes charges as needed.
• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Manages wait list and prioritizes order of wait list contacts to be made.
• Prepares work and maintenance orders.

Providing Exceptional Customer Service

• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Services our customers in order to grow share of the account.
• Provides excellent customer service consistent with the daily service basics of the brand.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Sets a positive example for guest relations.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.
• Handles guest complaints and disputes following the instant pacification procedures.

Managing and Conducting Human Resource Activities

• Monitors reservations sales agents while on phone calls.
• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Utilizes all available on the job training tools for employees.
• Creates monthly labor scheduling for team.

Additional Responsibilities

• Utilizes applicable intranet for resources and information.
• Creates contracts as required.

 

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JOB SUMMARY

•  Support the Marriott Melrose Arch Cluster on TA Programs, including but limited to Voyage, Interns, Apprenticeships, Learnerships, Accelerate, Khulunathi and Graduate Programs: o forecast annual demand for all TA Programs o Develop and implement programs in partnership with the HR & Hotel Leadership, o develop and implement a solution for hotels to hire and develop local talent leveraging local universities, colleges, and any Government funded projects and/or initiatives available. 
• Support the pull through of all relevant Youth initiatives across South Africa and be the main point of contact between Hotels, TA discipline, SSA and HQ, various stakeholders on property and industry partners. • Identified as a SME for Melrose Arch Precinct for TA • Drive TA aspect of Serve360 in line with sustainability and social impact reporting. 
• Development of TA Programmes growth strategy prioritizing, diversity and female leadership, in line with company goals and targets 
• Working closely with HR Property leaders in analysis of their requirements for candidates and validating numbers for the various Programs including but not limited to Accelerate, Voyage, internships and Apprenticeships. 
• Providing support in all necessary administration for Voyage, Interns, Apprenticeships, Learnerships, Accelerate, Khulunathi and Graduate Programs recruiting, including; sourcing requisitions, tracking applications, updating applicant status and sharing with key stakeholders. 
• Requisition management on mHUB. 
• Implementing Youth Employment Service (YES) • Working closely with DHR and/or HR Managers to identifying internal and external placements HCP processes. • Travel to partner High schools, Hotel Schools and Universities to represent Marriott International at relevant career events. 
• Connect with Career Offices and provide programme information where required. 
• Support with monthly TA metrics, analytics and reports for the TA team - Vacancy Reports, High School, Hotel School & university engagement report, Interns/Graduates on Property Report and any Company or Legislative Reports. 
• Support Youth and Diverse focused hiring initiatives and promote opportunities of the Marriott Brand in the region and internationally through Marriott initiatives. 
• Work closely with DHR/ HRM or Hotel Managers to drive various talent programs including Voyage and Apprenticeship programme 
• Management of the TA inboxes, support communications. 
• Day to day communication to Hotels and departments in a timely and efficient manner. 
• Tracks and coordinates key priorities including key presentations, responsibilities and due dates, such as Recruitment Trips, Career Fairs and Company visits. 
• Keep up to date with/and ability to give guidance on Marriott SOPs & MIPs and supports ongoing training and education to the associates both on and above property on career advice, career development, orientation, CV writing, Brand Fit and placement requests. • Supports the execution of a recruitment strategy plan and development and usage of Talent Toolkit Resources for the Division, to include Internships, Employee Referral Program, Relationship Recruitment, University / School / College Recruiting, Critical Paths and Best Practice. 
• Support properties on MGS, mHUB and system requests, training, education. • Custodian of Marriott Youth Programs including Voyage, Apprenticeships & Internships 
• Investigate, propose and implement approved AI Tools to support TA. • Execute Marriott on Compass Events including – Introduction to Brands, Speed Networking, Masterclass, Panel Discussions, Social Hour with Students and faculty 
• Drive and Support TA Social Media Campaigns • Manage internal Referrals • Build Relationships, Promote Marriott Youth Programs, Drive Employer Branding, Source Talent at Identified High Schools, Hotel Schools, Culinary Schools & Partnered Universities 
• Support DHR with Hotel & Cluster Talent Planning. • Hosting of Marriott Career Days. 
• Optimizing mHub, Broadbean & Job Boards. 
• Drive Interview Certification and Assist Associates on internal applications. 
• Custodian of the Talent Acquisition process namely, 
• Anticipate & Plan 
• Post & Source 
• Screen & Access o Interview & Select o Offer & Pre-Hire Checks 
• Hire & Onboarding T

Experience 

• 2-3 years of progressive Talent Management experience. 
• 2-3 years’ experience in managing Youth Programs preferrable 
• On property hospitality experience with high level stakeholders advantageous. 

Skills and Knowledge 

• Strong Presentation Skills in presenting Company history and knowledge, and selling our opportunities to Students & Educational Partners via virtual and in-person methods. 
• Strong relationship building skills to grow our network of University Partners, Global Talent Programmes Stakeholders and further access to inspire the next-generation of Student Talent. 
• Demonstrated experience interacting effectively as a team member with all levels of associates; ability to build and maintain effective relationships with a broad group of stakeholders. • Able to influence, drives ideas and effectively address issues guiding others toward the accomplishment of identified goals. 
• Strong planning, organizing and event management skills. 
• Strong interviewing and assessment skills. 
• Strong associate relation skills with passionate energy and Marriott culture ability. 
• Strong analytical skills; can quickly analyze situations. 
• Ability to use standard software applications and hotel/office systems particularly MS Word, Excel, PowerPoint. 
• Ability to creatively execute against a strategy and drive results. • Ability to take constructive, remedial or pro-active action without relying on direction. 
• Ability to network and build relationships. 
• Exercises flexibility and good judgment, rather than rigid adherence to procedures in order to accomplish goals 
• Effective decision-making skills; can choose a course of action amongst options where there is uncertainty, ambiguity or risk. 
• Strong problem-solving skills. 
• Strong communication skills (verbal, listening, writing, and presenting). 
• Actively seeks learning. Enhances personal, professional and business growth through new learning and experience. 
• Demonstrated ability to consult with HR colleagues and business leaders on complex business issues. 
• Experience with both divisional and hotel-based projects and 3rd party vendor relationship management advantageous. 
• Proven ability to use metrics and data analysis effectively. 
• Ability to demonstrate financial awareness and implications on a multi-matrix basis. 
• Knowledge of talent acquisition technologies and systems. Education or Certification 
• Bachelor’s Degree, or HR Qualification required. Business Results Balanced Scorecard Results: Develops strategies and executes activities to drive financial results, guest satisfaction, human capital index and market share. 
• Drive revenue and build customer loyalty. 
• Enhance product and service. 
• Develop talent. 
• Leverage “Work smart” processes. 
• Improve profitability. 

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POSITION SUMMARY

• Prepare ingredients for cooking, including portioning, chopping, and storing food. Wash and peel fresh fruits and vegetables. Weigh, measure, and mix ingredients. Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklist.
• Prepare cold foods. Operate ovens, stoves, grills, microwaves, and fryers.
• Test foods to determine if they have been cooked sufficiently. Monitor food quality while preparing food. Set-up and break down work station. Serve food in proper portions onto proper receptacles. Wash and disinfect kitchen area, tables, tools, knives, and equipment.
• Check and ensure the correctness of the temperature of appliances and food. 
• 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; maintain confidentiality of proprietary information; protect company assets.
• Speak with others using clear and professional language. Develop and maintain positive working relationships with others; 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 or for an entire work shift. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds 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.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Complete appropriate safety training and certifications to perform work tasks.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

Policies and Procedures

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

Guest Relations

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

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.

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.
• 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.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.

General Kitchen

• 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 the quality of the food items and notify manager if a product does not meet specifications.
• 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.
• Communicate any assistance needed during busy periods to the Chef to ensure optimum service to guests.
• Operate ovens, stoves, grills, microwaves, and fryers to prepare foods.
• 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.
• Report maintenance issues immediately to appropriate personnel (i.e., management or maintenance).
• Maintain up-to-date knowledge of company Food Safety Programs within assigned area of responsibility, as well as all local, state, and federal regulations.

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.
• Set-up and break down work station with required mise en place, tools, equipment and supplies, ensuring items are to established specs, ensuring adequate fill of containers, storing items appropriately, and cleaning station as appropriate.
• Follow and ensure compliance with sanitation and cleaning procedures and pest control guidelines, reporting pest control issues to appropriate personnel.
• Disassemble and assemble kitchen equipment following safety procedures when cleaning.

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.
• Use measuring tools (for example, scale, measuring cups, measuring spoons) to precisely measure ingredients and portion sizes.

Food Preparation

• Prepare and cook food according to recipes, quality standards, presentation standards, and food preparation checklist, establishing priority items.
• Prepare ingredients for cooking, including portioning, chopping, and storing food before use.
• Wash and peel (if required) fresh fruits and vegetables to prepare them for cooking or consumption.
• Test foods to determine if they have been cooked sufficiently, using methods such as tasting, smelling, or piercing them with utensils.
• 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.
• Prepare cold foods, including preparing salads, cold sandwiches, condiments, and dressings.

Set-up

• Ensure proper portion, arrangement, and food garnish to be served to waiters or patrons, according to standards.

Banquet/Buffet

• Breakdown work station and return and label back-up items according to proper food handling procedures.

Education

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

Related Work Experience

• At least 1 year of related work experience

Supervisory Experience

• No supervisory experience is required

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POSITION SUMMARY

• Check figures, postings, and documents for accuracy. Organize, secure, and maintain all files, records, cash and cash equivalents in accordance with policies and procedures. Record, store, access, and/or analyze computerized financial information.
• Classify, code, and summarize numerical and financial data to compile and keep financial records, using journals, ledgers, and/or computers. Prepare, maintain, audit, and distribute statistical, financial, accounting, auditing, or payroll reports and tables.
• Complete period-end closing procedures and reports as specified.
• Prepare, review, reconcile, and issue bills, invoices, and account statements according to company procedures. Follow-up and resolve past due accounts and vendor invoices until payment in full is received or resolved.
• Coordinate tasks and work with other departments; serve as a departmental role model or mentor; assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• 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; support team to reach common goals; listen and respond appropriately to the concerns of other employees. 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.

PREFERRED QUALIFICATIONS

Education:

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

Related Work Experience:

• At least 1 year of related work experience.

Supervisory Experience:

• No supervisory experience.

License or Certification:

• None

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JOB SUMMARY

• Manages all maintenance operations, including maintaining the building, grounds and physical plant with particular attention towards safety, security and asset protection.  Accountable for managing the budget, capital expenditure projects, preventative maintenance and energy conservation.  Responsible for maintaining regulatory requirements. Leads the emergency response team for all facility issues.

CANDIDATE PROFILE 

Education and Experience

• Grade 12 or Equivalent.
• Trade qualification (HVAC-R/Electrical/Plumbing) – advantageous.
• Minimum of three years hotel/lodge maintenance experience or similar – required.
• Proven record of leading a team of diverse skills.

CORE WORK ACTIVITIES

Managing Engineering Operations and Budgets

• Manages the physical plant including equipment, refrigeration, HVAC, plumbing, water treatment and electrical systems.
• Ensures regulatory compliance to facility regulations and safety standards.
• Manages and controls heat, light and power and recommends current best methods for energy conservation and economical facility operations.
• Develops specifications and requirements for service contracts and administers such contracts to support building needs.
• Distributes preventive maintenance and repair work orders and monitors timeliness and quality of completion.
• Oversees and directs the maintenance of grounds, guestrooms, public space, restaurants, property vehicles and recreational facilities.
• Develops a long term plan for preventative maintenance and asset protection and overseeing execution of plan.
• Builds positive relationships with external customers such as city building/zoning department, fire prevention bureau and vendors.
• Ensures fire crew has complete understanding of all procedures, equipment and alarms.
• Performs monthly property inspection to ensure buildings and grounds are maintained in excellent condition.
• Conducts guest room and common area inspection to ensure guest satisfaction.
• Inspects and evaluates the physical condition of facilities in order to determine the type of work required.
• Recommends or arranges for additional services such as painting, repair work, renovations, and the replacement of furnishings and equipment.
• Selects and orders or purchasing new equipment, supplies, and furnishings.
• Manages parts and equipment inventory.

Maintaining Property Standards

• Ensures building and equipment licenses and certifications are current.
• Maintains property life safety systems (fire fighting equipment, sprinkler systems and alarm systems).

Ensuring Exceptional Customer Service

• Displays leadership in guest hospitality, exemplifying excellent customer service and creating a positive atmosphere for guest relations.
• Empowers employees to provide excellent customer service.
• Establishes guidelines so employees understand expectations and parameters.
• Ensures employees receive on-going training to understand guest expectations.
• Observes service behaviors of employees and providing feedback to individuals and or managers.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Shares plans with property leadership and ensuring corrective action is taken to continuously improve guest satisfaction.
• Strives to improve service performance.

Conducting Human Resources Activities

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Interviews and hiring management and hourly employees with the appropriate skills to meet the business needs of the operation.
• Ensures employees are treated fairly and equitably.

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POSITION SUMMARY

• Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist. Set up, stock, and maintain work areas. Inspect the cleanliness and presentation of all china, glass, and silver prior to use.
• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures. 
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to the manager; and complete safety training and certifications.
• Ensure uniform and personal appearance are clean and professional, maintain the confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards. Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, support the team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards.
• Read and visually verify information in a variety of formats (e.g., small print). 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 50 pounds without assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. 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 the manager/supervisor.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• 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

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.

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.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).
• 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 50 pounds without assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move over sloping, uneven, or slippery surfaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

General Food and Beverage Services

• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.

Closing

• Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.

Education

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

Related Work Experience

• No related work experience is required

Supervisory Experience

• No supervisory experience is required