Guest Services Trainee

Marriott Vacations; Andalucía; On-site; EUR 8,000 - 12,000; Part time

Job summary

Marriott Vacations is seeking a student to support the Front Office team in delivering guest satisfaction and exemplary service at all times. The role emphasizes a proactive attitude, assistance to guests, and collaboration with associates to uphold high standards of service.

As a student frontline assistant, you will greet guests, assist with check-in/out, handle inquiries, and work with colleagues to maintain a safe, welcoming environment across hotel operations.

Responsibilities

• Follow property specific procedures for handling emergency situations.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and report them to management and security/safety personnel.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• 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.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific processes to resolve issues, delight, and build trust.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.
• 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.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines.
• Speak to guests and co-workers using clear, appropriate and professional language.
• 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.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• 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.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• 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.
• Process all guest check-ins by confirming reservations in computer system (e.g. OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Activate room keys using electronic key and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Assign room according to guest request and preferences whenever possible.
• Verify and adjust billing for guests.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• File guest paperwork or documentation.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Communicate to appropriate staff that there are guests that are waiting for

Job description

Marriott Vacations is seeking a student to support the Front Office team in delivering guest satisfaction and exemplary service at all times. The role emphasizes a proactive attitude, assistance to guests, and collaboration with associates to uphold high standards of service.

As a student frontline assistant, you will greet guests, assist with check-in/out, handle inquiries, and work with colleagues to maintain a safe, welcoming environment across hotel operations.