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  • Posted: Sep 2, 2024
    Deadline: Not specified
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    Marriott International, Inc. is a leading global lodging company with more than 6,000 properties in 122 countries and territories, reporting revenues of more than $17 billion in fiscal year 2016. Founded by J. Willard and Alice Marriott and guided by family leadership for nearly 90 years, the company is headquartered outside of Washington, D.C. in Bethesda, ...
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    Guest Experience Expert - Reception Agent

    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, 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) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance).
    • 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:

    • No related work experience.

    Supervisory Experience:

    • No supervisory experience.

    License or Certification:

    • None

    go to method of application »

    Duty Manager

    JOB SUMMARY 

    • SA Citizens Only

    Shift Work: Evenings and Weekends. 

    • 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.

    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.

    go to method of application »

    Director of Human Resources - Johannesburg Marriott hotel Melrose Arch

    JOB SUMMARY

    • The Director of Human Resources will report directly to the property General Manager, with a dotted-line (functional) reporting relationship to the Regional Senior Director of Human Resources and will be an integral member of the property executive committee.  
    • As a member of the Human Resources organization, he/she contributes a high level of human resource generalist knowledge and expertise for a designated property.  
    • He/she will be accountable for talent acquisition, succession/workforce planning, performance management and development for property employees, using technology efficiently, and coaching/developing others to help influence and execute business objectives in the most efficient manner.  
    • He/she generally works with considerable independence, developing processes to accomplish objectives in alignment with broader business objectives.  
    • Additionally, he/she utilizes a Human Resource Business Plan aligned with property and brand strategies to deliver HR services that enable business success.

    CANDIDATE PROFILE 

    Education and Experience

    • 2-year degree from an accredited university in Human Resources, Business Administration, or related major; 4 years experience in the human resources, management operations, or related professional area.

    OR

    • 4-year bachelor's degree in Human Resources, Business Administration, or related major; 2 years experience in the human resources, management operations, or related professional area.

    CORE WORK ACTIVITIES

    Managing the Human Resources Strategy

    • Executes and follows-up on engagement survey related activities.
    • Champions and builds the talent management ranks in support of property and region diversity strategy.
    • Translates business priorities into property Human Resources strategies, plans and actions
    • Implements and sustains Human Resources initiatives at the property.
    • Coordinates the human capital review process at property(s) and leads succession planning activities on property and in the market, as appropriate.
    • Leads the assessment of property(s) leadership pipeline through the human capital review process and assists with follow-up.
    • Creates value through proactive approaches that will affect performance outcome or control cost.
    • Monitors effective use of myHR by property managers and employees.
    • Leads and participates in succession management and workforce planning.
    • Responsible for Human Resources strategy and execution.
    • Serves as key change manager for initiatives that have high employee impact.
    • Attends owners meetings as a member of the property executive committee and provides meaning or context to the Human Resources results (e.g., retention statistics, critical open positions, employee satisfaction, and training initiatives and results); and demonstrates an understanding of owner priorities.
    • Supervises one or more on-property Human Resources, as well as market-based Human Resources Specialist type resources where appropriate.

    Managing Staffing and Recruitment Process

    • Analyzes open positions to balance the development of existing talent and business needs.
    • Serves as coach and expert facilitator of the selection and interviewing process.
    • Surfaces opportunities in work processes and staffing optimization.
    • Makes staffing decisions to manage the talent cadre and pipeline at the property.
    • Develops staffing strategy (in collaboration with hiring manager) relating to hiring practices; consults with hiring manager on compensation, benefits, etc.
    • Monitors sourcing process and outcomes of staffing process.
    • Ensures managers are competent in assessing and evaluating hourly staff.

    Managing Employee Compensation Strategy

    • Remains current and knowledgeable in the internal and external compensation and work competitive environments.
    • Leads the planning of the hourly employee total compensation strategy.
    • Champions the communication and proper use of total compensation systems, tools, programs, policies, etc. 
    • Participates in quarterly internal equity analysis; reviews internal equity reports and surface issues needing resolution.
    • Creates and implement s total compensation management packages/offers, particularly recognition and incentive programs directed towards property priorities.

    Managing Staff Development Activities

    • Ensures completion of the duties and responsibilities of the properties’ Human Resources staff members, as outlined in applicable job description(s).
    • Ensures property Human Resources staff is properly trained in all employee-related human resource information to appropriately respond to property employees.
    • Serves as resource to property Human Resources staff on employee relations questions and issues.
    • Continually reinforces positive employee relations concepts. 

    MANAGEMENT COMPETENCIES 

    Leadership

    • Adaptability – Develops strategies and identifies resources to implement and manage change; models flexibility in adjusting priorities; and communicates the need for change in a positive way that encourages commitment. 
    • Communication - Actively listens and uses appropriate communication styles to deliver complex information in a clear concise way and influences others to accept a point of view, gain consensus, or take action.
    • Problem Solving and Decision Making - Models and sets expectations for solving complex problems, collecting and comparing information to evaluate alternatives, considering their potential impact before making decisions, involving others to gain agreement and support, and guiding others to implement solutions.
    • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

    Managing Execution

    • Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
    • Driving for Results - Focuses and guides others in accomplishing work objectives.
    • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements self and/or others to accomplish goals and ensure work is completed.

    Building Relationships

    • Coworker Relationships - Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
    • Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
    • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

    Generating Talent and Organizational Capability

    • Organizational Capability - Evaluates and adapts the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit.
    • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

    Learning and Applying Professional Expertise

    • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
    • Business Acumen - Understands and utilizes business information (e.g., data related to employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
    • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
    • Personnel and Human Resources — Knowledge of principles and procedures for personnel recruitment, selection, training and development, compensation and benefits, labor relations and negotiation, and personnel information systems. 
    • Compensation and Benefits - The knowledge of principles, regulatory laws, and application of human resources compensation and benefit methods, including workers compensation and work accident procedures.
    • EEO - Knowledge of federal, state, and local laws and regulations that affect employment.  This includes the ability to administer and monitor Affirmative Action programs and analyzing diversity reports. 
    • Associate Relations - Knowledge of the broad range of relationships that could impact an employee, employer, or applicant.  This includes knowledge of federal and state laws, company policies and practices, and ethical obligations to investigate, evaluate, and recommend an appropriate resolution to an employee or labor relations complaint.
    • Recruitment and Hiring - Ability to recruit, interview, and hire qualified candidates.  This includes knowledge of best practices for each stage of the selection system.
    • Training - The ability to perform training needs assessment analysis, develop training programs, and effectively delivering training modules to employees.
    • Payroll - Knowledge of principles and application of human resources hourly and management payroll methods and practices. 
    • Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
    • Computer Skills - The ability to use HRIS Systems (working knowledge of tools and processes for monitoring and evaluating personnel data), ability to use PeopleSoft software, and ability to use Microsoft Office (excel, word, access, and outlook).
    • Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
    • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
    • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

    go to method of application »

    Director of Human Resources - Multi Property - Johannesburg Marriott Hotel Melrose Arch, Marriott Executive Apartments Melrose Arch, Protea Hotel Fire & Ice! Johannesburg Melrose Arch, African Pride Melrose Arch, Autograph Collection

    JOB SUMMARY

    • Functions as Strategic Human Resources Business Partner for several properties and acts as the prime HR resource for the Cluster GM and acts as a leader, guide and mentor to Directors of Human Resources/Human Resources Managers of other hotels within the Cluster General Manager’s Cluster. Develops and implements goals and strategies that serve to attract, develop and retain diverse premier talent which enables the successful implementation of hotel strategies for that cluster of hotels.
    • Focusses on supporting the brand service strategy and implementing brand initiatives for the cluster. 
    • Utilizes a Human Resources Business Plan aligned with hotel, brand and Regional HR strategies to deliver HR services that enable business success. 
    • As a member of the Executive Committee, develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property associates. 
    • Provide a return on investment to the owner and Marriott International. 
    • Undertakes additional responsibilities for the properties within the cluster by visiting each property at least once a quarter (or as required by the Cluster General Manager) and conducts an annual HR Audit at each hotel.

    CANDIDATE PROFILE 

    Education and Experience

    • 2-year degree from an accredited university in Human Resources, Business Administration, or related major; 4 years’ experience in the human resources, management operations, or related professional area.

    OR

    • 4-year bachelor's degree in Human Resources, Business Administration, or related major; 2 years’ experience in the human resources, management operations, or related professional area.

    CORE WORK ACTIVITIES

    Leading and Managing Human Resources Strategy

    • Attends owners’ meetings and provides meaning or context to the Human Resources results (e.g., retention statistics, critical open positions, associate satisfaction, training initiatives, and results); and demonstrates an understanding of owner priorities.
    • Enhances the effective execution of the Human Resources Business Plan within the cluster by facilitating communication, collaboration of efforts and sharing expertise. 
    • Delivers sound results by coordinating implementations, tracking results, problem solving, and leveraging efforts across units wherever possible.
    • Coordinates strategies across units to ensure cohesiveness and consistency.
    • Drives efforts to improve operational efficiencies across properties.
    • Translates business priorities into property Human Resources strategies, plans and actions.
    • Partners with Regional Senior Director of Human Resources to ensure that property Human Resources strategies, plans and actions are in alignment with regional Human Resources strategies and the overall strategic Human Resources framework for the organization.
    • Leads the planning, evaluation, resourcing, and follow-up of Engagement Survey (ES) related activities; in collaboration with the appropriate business and discipline partners.
    • Champions and builds the talent management ranks in support of Property and Region diversity strategy.
    • Serves as key change manager for initiatives that have high employee impact.
    • Monitors effective use of myHR by property managers and employees.
    • Creates value through proactive approaches that will affect performance outcome or control cost.
    • Coordinates and participates in succession planning activities in the market, as appropriate.
    • Leads implementation and sustainability of Human Resources initiatives.

    Managing the Staffing and Recruiting Process

    • Partners with property management to hire and train Human Resources staff members who demonstrate strong functional expertise, creativity and leadership to meet the associate relations needs of the property.
    • Serves as coach and expert facilitator of selection process and interviewing procedures.
    • Surfaces opportunities optimize Talent Acquisition work processes.
    • Analyzes open positions to balance the development of existing talent and business needs.
    • Makes decisions to manage the talent pipeline at the property.
    • Develops staffing strategy (in collaboration with hiring manager) relating to hiring practices; consults with hiring manager on compensation, benefits, etc.
    • Monitors sourcing process and related outcomes.
    • Oversees interviewing and selection practices, making sure that managers are properly trained and equipped.

    Overseeing Benefits Education and Administration

    • Leads the planning of the hourly employee total compensation strategy.
    • Champions the communication and proper use of total compensation systems, tools, programs, policies, etc. 
    • Participates in quarterly internal equity analysis; reviews internal equity reports and surface issues that need a resolution.

    Managing Employee Compensation Strategy

    • Prepares, analyzes and distributes and acts on results of Internal Equity and Comp Ratio reports.
    • Documents and provides input to any out of guidelines management compensation adjustments for regional approval.
    • Drives implementation of total compensation management packages/offers, particularly recognition and incentive programs directed towards property priorities.
    • Keeps current and knowledgeable in the internal and external compensation and work competitive environments.

    Managing Staff Development Activities

    • Manages and collaborates with Work Environment Senior Manager to ensure work environment related activities are completed and issues are addressed. 
    • Drives completion of the duties and responsibilities of the properties’ Human Resources staff members, as outlined in applicable job description(s).
    • Oversees training of Human Resources staff in all employee-related human resources technology, process, and policy to appropriately respond to employee inquiries and anticipate employee needs.
    • Serves as resource to property Human Resources staff on employee relations questions and issues.

    MANAGEMENT COMPETENCIES

    Leadership

    • Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the company in alignment with its values.
    • Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action. 
    • Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods. Strong public presentation skills.
    • Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace. 

    Managing Execution

    • Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.
    • Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required
    • Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

    Building Relationships

    • Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
    • Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with company values.
    • Fostering Inclusion - Supporting employees with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all employees are given the opportunity to contribute to their full potential.

    Generating Talent and Organizational Capability

    • Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
    • Organizational Capability - Evaluating and adapting the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit.

    Learning and Applying Professional Expertise

    • Applied Learning - Seeking and making the most of learning opportunities to improve performance of self and/or others.
    • Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
    • Personnel and Human Resources — Knowledge of principles and procedures for personnel recruitment, selection, training and development, compensation and benefits, labor relations and negotiation, and personnel information systems.
    • Compensation and Benefits - The knowledge of principles, regulatory laws, and application of human resources compensation and benefit methods, including workers’ compensation and work accident procedures.
    • EEO - Knowledge of federal, state, and local laws and regulations that affect employment.  This includes the ability to administer and monitor Affirmative Action programs and analyzing diversity reports. 
    • Employee Relations - Knowledge of the broad range of relationships that could impact an employee, employer, or applicant.  This includes knowledge of federal and state laws, company policies and practices, and ethical obligations to investigate, evaluate, and recommend an appropriate resolution to an employee or labor relations complaint.
    • Recruitment and Hiring - Ability to recruit, interview, and hire qualified candidates.  This includes knowledge of best practices for each stage of the selection system.
    • Training - The ability to perform training needs assessment analysis, develop training programs, and effectively delivering training modules to employees.
    • Payroll - Knowledge of principles and application of human resources hourly and management payroll methods and practices. 
    • Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
    • Business Acumen - Understanding and utilizing business information (e.g., employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
    • Applied Business Knowledge - Evaluates market conditions, organizational objectives, and important aspects of the business to accurately diagnose market opportunities and threats; anticipates opportunities and threats, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
    • Management of Capital Resources - Determines the appropriate allocation of money used to accomplish work goals, and submits expenses according to guidelines; appropriately utilizes and maintains equipment, facilities, and materials needed to perform work activities.
    • Administration and Management - Understands and applies the business and management information involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.

    Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

    • Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
    • Writing - Communicating effectively in writing as appropriate for the needs of the audience.

    go to method of application »

    Guest Arrival Expert (Porter) - Protea Hotel by Marriott Waterfront Breakwater Lodge

    POSITION SUMMARY

    • First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable.
    • The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay.
    • We want to build an experience that is memorable and unique from start to finish.
    • Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences.
    • 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, the Guest Arrival 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 workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional.
    • Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts – to get it right for our guests and our business each and every time.

    CRITICAL TASKS

    Guest Relations

    • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
    • Address guests' service needs in a professional, positive, and timely manner.
    • 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.
    • Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
    • Thank guests with genuine appreciation and provide a fond farewell.
    • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
    • Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
    • Communicate recommendations in a way that builds excitement and interest among guests and associates.
    • Perform other reasonable duties as requested.

    Guest Services

    • Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
    • Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
    • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
    • Manage access to technological devices within public spaces (e.g., television, remote control, computer, internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
    • Contact appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

    Greet/Escort Guests

    • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
    • Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.

    Communications

    • Speak to guests and co-workers using clear, appropriate and professional language.
    • Discuss work topics, activities, or problems with coworkers, Managers, or managers discreetly and quietly, avoiding public areas of the property.
    • Talk with and listen to other employees to effectively exchange information.
    • 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.

    Working with Others 

    • Support all co-workers and treat them with dignity and respect.
    • Develop and maintain positive and productive working relationships with other employees and departments.
    • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

    Policies and Procedures

    • Ensure uniform, nametags, and personal appearance are clean, hygienic, and professional.
    • Follow company and department policies and procedures.
    • Perform other reasonable job duties as requested by supervisors.
    • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
    • Protect the privacy and security of guests and coworkers.

    Quality Assurance/Quality Improvement

    • Comply with quality assurance expectations and standards.

    Safety and Security

    • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
    • Maintain awareness of undesirable persons on property premises.
    • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
    • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

    PREFERRED QUALIFICATIONS

    Education

    • Higher Education, Diploma or equivalent

    Related Work Experience

    • Minimum 6 months experience in a similar role

    Supervisory Experience

    Method of Application

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