n POSITION SUMMARY n n Our jobs arent just about giving guests a smooth checkin and checkout Instead we want to build an experience that is memorable and unique Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay They are empowered to move about their space and do what needs to be done Whether processing operational needs addressing guest requests completing reports or sharing the highlights of the local area the Guest Experience Expert makes transactions feel like part of the experience No matter what position you are in there are a few things that are critical to success creating a safe workplace following company policies and procedures maintaining confidentiality protecting company assets upholding quality standards and ensuring your uniform personal appearance and communications are professional Doing all these things well and other reasonable job duties as requested is critical for Guest Experience Experts to get it right for our guests and our business each and every timen CRITICAL TASKS n Guest Relations n Actively listen and respond positively to guest questions concerns and requests using brand or property specific process to resolve issues delight and build trustn Address guests service needs in a professional positive and timely mannern Anticipate guests service needs including asking questions of guests to better understand their needs and watchinglistening to guest preferences and acting on them whenever possiblen Assist other employees to ensure proper coverage and prompt guest servicen Engage guests in conversation regarding their stay property services and area attractionsofferings including social media where appropriaten Thank guests with genuine appreciation and provide a fond farewelln Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possiblen Stay uptodate on the local area so that you are prepared to provide specific recommendations for guestsn Communicate recommendations in a way that builds excitement and interest among guests and associatesn Perform other reasonable duties as requestedn Guest Servicesn Arrange transportation eg taxi cab shuttle bus for guestsresidentsvisitors and record advance transportation request as neededn Contact appropriate individual or department eg Guest Arrival Front Desk Housekeeping Engineering SecurityLoss Prevention as necessary to resolve guest call request or problemn Follow up with guests to ensure their requests or problems have been met to their satisfactionn Manage access to technological devices within public spaces eg television remote control computer Internet games etc and provide basic troubleshooting assistance or refer to appropriate individual or department eg Engineering SecurityLoss Prevention as necessaryn VIPConcierge Servicesn Gather summarize and utilize information about the property and the surrounding area amenities including special events and activitiesn Respond to guest requests for special arrangements or services eg transportation religious services babysitting dry cleaning entertainmentsporting events shopping by making arrangements or identifying appropriate providersn CheckinCheckout n Keep track of changes in room status eg early checkout late checkout room transfer unexpected stay over for Housekeepingn Organize and coordinate checkinpreregistration procedures for arriving groupsn Process all checkouts including express checkouts resolving any late and disputed charges settling account retrieving room key and requesting comments on guests stayn Process all guest checkins by confirming reservations in computer system eg Fidelio PMS FOSSE OPERA verifying guest identity requesting form of payment assigning room and issuing room key in accordance with property policies and proceduresn Secure valid form of payment eg credit card cash prior to issuing room keyn Sell a roomaccommodation to guests without reservations based on availabilityn Verify and adjust billing for guestsn Cash Handlingn Process all payment types such as room charges cash checks debit or creditn Process adjustment vouchers paidouts correction vouchers and miscellaneous chargesn Count bank at end of shift and secure bankn Balance and drop receipts according to Accounting specificationsn Obtain manual authorizations and follow all Accounting procedures when computer system is downn Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate changen Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOPn Comply with the requirements of the Marriott Cashiering ResponsibilitiesPetty Cash Fund and Cashier OverageShortage SOPsn ReportsRecordkeeping n Run daily reports number of arrivals departures identify any special requests and check reports for accuracyn Run credit card authorization report and check for discrepanciesn Review shift logsdaily
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