Night Guest Services Associate

Marriott Vacations; Park Street; On-site; GBP 18,000 - 23,000; Full time

Job summary

Marriott Vacations is seeking a Front Desk/Guest Services professional to welcome guests, assist with directions, and manage luggage and service needs at the property.

You will follow safety/security protocols, maintain lobby cleanliness, handle guest inquiries, and work closely with the team to ensure a high standard of service and guest satisfaction.

Responsibilities

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Maintain awareness of suspicious 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.
• Conduct security clock rounds
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by supervisors.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Assist in maintaining a clear drive at the front of the residence.
• Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas.
• Polish and maintain cleanliness of luggage carts.
• Clean and maintain the glass and metal finishes at the entrance and in the lobby.
• Mop up wet spills in the lobby as necessary in order to prevent accidents.
• Assist in the placement and removal of lobby rain/mats.
• Ensure members lounge is always clean, tidy and water and fruit replenished
• Ensure luggage rooms are secure at all times
• 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. Update the relevant systems with luggage moves (e.g. Opera).
• 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).
• Address guests' service needs in a professional, positive and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., PLEASED) to resolve issues, delight, and build trust.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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 with general guest queries and requests (e.g. room service, travel bookings, airfare changes, restaurant reservations)
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Handle any guest problems and complaints in a professional and hospital manner.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding.
• Operate telephone switchboard station in order to answer telephone calls.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g. pagers and email).
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• Transfer guests with internet access issues to the internet service provider's customer support line.
• Test pagers and report any maintenance requirements to AYS to ensure communications equipment works properly.
• Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls

Job description

CRITICAL TASKS

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Maintain awareness of suspicious 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.
• Conduct security clock rounds

Policies and Procedures

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

Maintain Building and Property

• Assist in maintaining a clear drive at the front of the residence.
• Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas.
• Polish and maintain cleanliness of luggage carts.
• Clean and maintain the glass and metal finishes at the entrance and in the lobby.
• Mop up wet spills in the lobby as necessary in order to prevent accidents.
• Assist in the placement and removal of lobby rain/mats.
• Ensure members lounge is always clean, tidy and water and fruit replenished
• Ensure luggage rooms are secure at all times

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. Update the relevant systems with luggage moves (e.g. Opera).

Guest Relations

• 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).
• Address guests' service needs in a professional, positive and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., PLEASED) to resolve issues, delight, and build trust.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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 with general guest queries and requests (e.g. room service, travel bookings, airfare changes, restaurant reservations)
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Handle any guest problems and complaints in a professional and hospital manner.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding.
• Operate telephone switchboard station in order to answer telephone calls.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g. pagers and email).
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• Transfer guests with internet access issues to the internet service provider's customer support line.
• Test pagers and report any maintenance requirements to AYS to ensure communications equipment works properly.
• Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls