Front Desk Guest Experience
Company: Marriott International, Inc
Location: Washington
Posted on: May 16, 2022
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Job Description:
Posting Date May 05, 2022Job Number Job Category Rooms & Guest
Services OperationsLocation Marriott Marquis Washington DC, 901
Massachusetts Avenue NW, Washington, District of Columbia, United
StatesBrand Marriott International, Inc.Schedule
Full-TimeRelocation? NPosition Type Non-ManagementLocated Remotely?
NMarriott International portfolio of brands includes both JW
Marriott and Marriott Hotels.Marriott Hotels, Marriott
International's flagship brand with more than 500 global locations,
is advancing the art of hosting so that our guests can travel
brilliantly. As a host with Marriott Hotels, you will help keep
this promise by delivering premium choices, sophisticated style,
and well-crafted details. With your skills and imagination,
together we will innovate and reinvent the future of travel.JW
Marriott is part of Marriott International's luxury portfolio and
consists of more than 80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our
associates come first. Because if you're happy, our guests will be
happy. It's as simple as that. Our hotels offer a work experience
unlike any other, where you'll be part of a community and enjoy a
true camaraderie with a diverse group of co-workers. JW creates
opportunities for training, development, recognition and most
importantly, a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the
way we take care of our associates. That's The JW Treatment---.JOB
SUMMARYOrganize, confirm, process, and conduct all guest
check-ins/check-outs, room reservations, requests, changes, and
cancellations. Secure payment; verify and adjust billing. Activate
and file room keys. Process all guest requests and relay messages.
Print contingency lists to have a record of all guests in case of
emergency. Identify and explain room features to guests; Supply
guests/residents with directions and information regarding property
amenities, services, and hours of operation, and local areas of
interest and activities. Follow up on any outstanding requests or
problems from the previous day and are resolved. Run and review
daily reports/logs. Complete designated cashier and closing reports
in the computer system. Accept and record wake-up call requests and
deliver to appropriate department. Count bank at beginning and end
of shift; secure bank. Process all payment types, adjustment
vouchers, paid-outs, correction vouchers, and miscellaneous
charges; provide change. Respond to special requests from guests
with unique needs and follow up to ensure satisfaction. Review
shift logs/daily memo books and document pertinent information in
logbooks. Receive, record, and relay messages accurately,
completely, and legibly. Notify Loss Prevention/Security of any
guest reports of theft. Operate telephone switchboard station in
order to answer telephone calls. Process guest requests for wake-up
calls, screening calls, and other requests related to placing or
receiving telephone calls. Advise guest of any messages (e.g.,
voicemail, mail, faxes) received for them, and send to room if
required. Answer, record, and process all guest calls, requests,
questions, or concerns. Receive, record, and relay messages
accurately, completely, and legibly. Log all guest requests or
issues into computer, contact appropriate individual or department
(e.g., Bellperson, Housekeeping), and follow up with guest to
ensure their request has been met to their satisfaction. Assist
guests with accessing the internet.Follow all company and safety
and security policies and procedures; report accidents, injuries,
and unsafe work conditions to manager. 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; 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. Ensure adherence to quality expectations and standards.
Read and visually verify information in a variety of formats (e.g.,
small print). Enter and locate work-related information using
computers and/or point of sale systems. Stand, sit, or walk for an
extended period of time or for an entire work shift. Move, lift,
carry, push, pull, and place objects weighing less than or equal to
10 pounds without assistance. Perform other reasonable job duties
as requested by Supervisors.Marriott International is an equal
opportunity employer. We believe in hiring a diverse workforce and
sustaining an inclusive, people-first culture. We are committed to
non-discrimination on any protected basis, such as disability and
veteran status, or any other basis covered under applicable
law.
Keywords: Marriott International, Inc, Washington DC , Front Desk Guest Experience, Other , Washington, DC
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