Job Overview
Job Description
CORE WORK ACTIVITIES
- Maintains confidentiality of proprietary materials and information.
- Protects the privacy and security of guests and coworkers.
- Follows company and department policies and procedures.
- Ensures uniform, nametag, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Performs other reasonable job duties as requested by Supervisors. Guest Relations
- Addresses guests' service needs in a professional, positive, and timely manner.
- Listens and responds positively to guest questions, concerns, and requests using brand or property specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE, ASGARD) to resolve issues and build trust.
- Welcomes and acknowledges each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Anticipates guests' service needs, including asking questions to better understand needs and watching/listening to guest preferences and acting on them whenever possible.
- Thank guests with genuine appreciation and provides a fond farewell.
- Assists other associates to ensure proper coverage and prompt guest service. Communication
- Answers 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.
- Speaks to guests and co-workers using clear, appropriate and professional language.
- Prepares and reviews written documents (e.g., daily logs, business letters, memorandums, reports), including proofreading and editing written information to ensure accuracy and completeness.
- Communicates efficiently with others to effectively exchange information. Working with Others
- Supports all co-workers and treats them with dignity and respect.
- Develops and maintains positive and productive working relationships with other associates and departments.
- Partners with and assists others to promote an environment of teamwork and achieve common goals.
- Handles sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality. Physical Tasks
- Enters and locates work-related information using computers and/or point of sale systems.
- Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance. Documentation/Reporting
- Creates and maintains computer and paper-based filing and organization systems for records, reports, documents, etc. Computers/Software
- Transmits information or documents using a computer.
- Enters and retrieves information contained in computer databases and software to update records, files, reservations.
• Prepares letters, memos, and other documents using e-mail, word processing, spreadsheet, database, or presentation software. Office Equipment • Transmits information or documents using mail, or fax machine.
- Operates standard office equipment such as telephone, voice mail, fax, photocopier, calculator, and electronic peripherals. Safety and Security
• Reports work related accidents, or other injuries immediately upon occurrence to manager/supervisor. • Follows company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
