Additional Information: This hotel is owned and operated by an independent franchisee, FAS Hospitality Company L.L.C.. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
Job Summary:
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Promote awareness of brand image internally and externally.
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Ensure that any outstanding requests or problems
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from the previous day receive priority and are resolved.
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Receive, record, and relay messages accurately, completely, and legibly.
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Follow up with guests to ensure their requests or problems have been met to their satisfaction.
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Attend daily lineups promptly.
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Open door and greet guests as they arrive in the lobby, as assigned.
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Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
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Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
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Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional;
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maintain confidentiality of proprietary information; protect company assets.
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Welcome and acknowledge all guests
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according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank
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guests with genuine appreciation.
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Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
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Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
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Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
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Read and visually verify information in a variety of formats.
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Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
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Perform other reasonable job duties as requested by Supervisors.
Safety and Security
▪ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
▪ Complete appropriate safety training and certifications to perform work tasks.
▪ 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/or report them to management and security/safety personnel.
▪ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
▪ Maintain awareness of undesirable persons on property premises.
▪ Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer,
pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
Policies and Procedures
▪ Follow company and department policies and procedures.
▪ Protect the privacy and security of guests and coworkers.
▪ Maintain confidentiality of proprietary materials and information.
▪ Protect company tools, equipment, machines, or other assets in accordance with company 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.
Guest Relations
▪ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific
process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
▪ Address guests' service needs in a professional, positive, and timely manner.
▪ 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, or offering access to Braille or TDD phones).
▪ 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.
▪ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the
guest's name when possible.
▪ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
▪ Thank guests with genuine appreciation and provide a fond farewell.
Communication
▪ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
▪ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
▪ Provide assistance to coworkers, ensuring they understand their tasks.
▪ 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.
▪ Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
▪ Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures
This company is an equal opportunity employer.
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