POSITION SUMMARY
Respond to guest requests for special arrangements or services
(e.g., transportation, reservations, dry cleaning) by making arrangements
or identifying appropriate providers. Respond to special requests from guests
with unique needs and follow up to ensure satisfaction. Gather, summarize,
and provide information to guests about the property and the surrounding area
amenities, including special events and activities. Answer, record, and process
all guest calls, messages, requests, questions, or concerns. Contact appropriate
individual or department (e.g., Bellperson, Housekeeping) as necessary
to resolve guest call, request, or problem.
Review shift logs/daily memo books and document pertinent information
in logbooks. Monitor club lounge for seating availability, service, safety,
and well-being of guests.
Report accidents,
injuries, and unsafe work conditions to manager; and complete safety training
and certifications. Follow all company policies and procedures, ensure uniform
and personal appearance are clean and professional, maintain confidentiality
of proprietary information, and protect company assets. Welcome and acknowledge
all guests according to company standards, anticipate and address guests’
service needs, assist individuals with disabilities, and thank guests
with genuine appreciation. Speak with others using clear and professional
language, prepare and review written documents accurately and completely,
and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others, support team
to reach common goals, and listen and respond appropriately to the concerns
of other employees. Comply with quality assurance expectations and standards.
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. Perform other reasonable job duties
as requested by Supervisors.
CRITICAL
TASKS
Safety and Security
- Report
work related accidents, or other injuries immediately upon occurrence
to manager/supervisor. - Follow company and department safety
and security policies and procedures to ensure a clean, safe, and secure
environment. - Follow property specific procedures for handling emergency
situations (e.g., evacuations, medical emergencies, natural disasters).
- Maintain awareness of undesirable persons on property premises.
Policies and Procedures
- Protect the privacy and security
of guests and coworkers. - Ensure uniform, nametags, and personal
appearance are clean, hygienic, professional and in compliance with company
policies and procedures. - Maintain confidentiality of proprietary
materials and information. - Follow company and department 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.
Guest
Relations
- Thank guests with genuine appreciation and provide a fond
farewell. - Engage guests in conversation regarding their stay, property
services, and area attractions/offerings. - Welcome and acknowledge each
and every guest with a smile, eye contact, and a friendly verbal greeting, using
the guest's name when possible. - 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. - Address guests' service needs in a professional, positive,
and timely manner. - Actively listen and respond positively to guest
questions, concerns, and requests using brand or property specific process
(e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues,
delight, and build trust. - 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.
Communication
- 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. - Talk with and listen to other employees to effectively
exchange information. - 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., cell/mobile phones, earpieces, pagers and two-way
radios, email).
Working with Others
- 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.
Quality Assurance/Quality Improvement
- Comply
with quality assurance expectations and standards.
Physical
Tasks
- Stand, sit, or walk for an extended period of time or for
an entire work shift. - Enter and locate work-related information using
computers and/or point of sale systems. - Move, lift, carry, push, pull,
and place objects weighing less than or equal to 10 pounds without
assistance.
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.
Guest Services
- Contact appropriate
individual or department (e.g., Bellperson, Front Desk, Housekeeping,
Engineering, Security/Loss Prevention) as necessary to resolve guest call,
request, or problem. - Arrange transportation (e.g., taxi cab, shuttle
bus) for guests/residents/visitors, and record advance transportation request
as needed.
VIP/Concierge Services
- Respond
to guest/resident requests for special arrangements or services (e.g., spa
services, transportation, religious services, babysitting, financial services,
business center services, interpretation services, reservations, dry cleaning,
entertainment/sporting events, shopping) by making arrangements or identifying
appropriate providers. - Respond to special requests
from guests/residents with unique needs. - Gather, summarize, and utilize
information about the property and the surrounding area amenities, including
special events and activities.
General Concierge - Club Level
- Monitor club lounge for seating availability, service, safety,
and well-being of guests. - Complete opening duties, including setting up
necessary supplies and tools, and ensuring work area is clean and everything
is in working order. - Clean and reset tables after guests depart.
- Bus and wipe down tables in club lounge.
- Check in with guests
to ensure satisfaction with food or beverages.
CRITICAL COMPETENCIES
Interpersonal Skills
- Customer Service Orientation
- Team Work
- Diversity Relations
- Interpersonal Skills
Communications
- Communication
- English Language
Proficiency - Listening
- Telephone Etiquette Skills
- Applied Reading
Personal Attributes
- Positive
Demeanor - Presentation
- Integrity
- Dependability
- Adaptability/Flexibility
Organization
- Multi-Tasking
- Time Management
PREFERRED QUALIFICATIONS
Education
Grade 12/Matric
Related Work Experience
No related work
experience is required
Supervisory
Experience
No supervisory experience is required
At Marriott International, we are dedicated to
being an equal opportunity employer, welcoming all and providing access
to opportunity.
We actively foster an environment where the unique backgrounds of our associates
are valued and celebrated. Our greatest strength lies in the rich blend
of culture, talent, and experiences of our associates. We are committed
to non-discrimination on any protected basis, including disability, veteran
status, or other basis protected by applicable law.
#LI-Onsite
#LI-TK1
EDITION
Hotels combine the visionary genius of boutique hotelier Ian Schrager,
the service delivery of a world-class luxury hotel, and the global reach
of Marriott International to create an entirely new experience in the world
of hospitality. EDITION delivers the best of both worlds in a delicate balancing
act – polish with personality, perfectionism with individualism, and comfort
with charisma and charm. The brand targets sophisticated, knowledgeable
consumers who understand quality, originality, design, and service excellence,
but who want it without limitations – breaking the bounds of convention
and demanding an attitude and a feeling wrapped in a package that showcases
the exceptional.
But to create this magical experience, we need you.
We are looking for outgoing, authentically amazing people who are looking for
a place to work that inspires them, challenges them and makes them proud to come
to work. A place where service comes from the heart, not from a handbook.
A place that delivers a never-ending theatrical performance that continuously
delights and enchants each and every one of our guests.
We
invite you to join us today. In joining EDITION, you join a portfolio of brands
with Marriott International. Be where you can do your best work,
begin your purpose, belong to an amazing global team,
and become the best version of you.
