CRITICAL TASKS
Essential Job Functions
* Handle guest check-in and checkout efficiently and in a professional manner, following the company procedures.
* Hand over any relevant information with the relevant departments or shifts, using the right ways of communication.
* Read the memo board, to keep updated on all current information.
* Always use the correct telephone etiquette.
* Perform Courtesy Visits to ensure the highest level of satisfaction of our Owners and Guests.
* Develop a thorough knowledge of resort property, resort staff, resort services and the hours of operation.
* Maintain a high standard of personal hygiene and wear proper uniform at all times.
* Ensure the cleanliness and neatness of the Front Desk and office.
* Understand the resort fire and safety procedures.
* Handle guest complaints in a professional and hospitable manner.
* Report any unusual occurrences to the MOD, Front Desk Manager or General Manager.
* Adhere to all company policies and procedures.
* Have a basic knowledge of resort rates, vouchers and discounts, as well as basic knowledge of Marsha reservation system.
* On a daily complete the credit check according to the company procedure.
* On a daily basis ensure a correct cashier closing, following accounting guidelines and procedures.
* Responsible for answering calls, recording guest requests, and then pursuing the issue to a resolution.
* Ensure that all customer complaints are recorded in the Guest Response Program in a timely and professional manner. Must coordinate the response to guest issues and then follow-up with the guest to ensure satisfaction with the result.
* Have knowledge of the local area and the resort, resort staff, and resort services, including the hours of operation for all departments involved and in the surrounding areas; has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.
* Is a resort ambassador by promoting the resort outlets.
* Understands various payment options and procedures, knows how to read a reservation in Opera and Marsha.
* Handle all emergencies according to established procedures.
Job Qualifications
* Hotel /Tourism Degree
* Fluent in Spanish, German and English. Other European languages a plus.
* Excellent hospitality skills.
* Basic accounting skills.
* Well organized, good team player.
* Working knowledge of Opera/Guestware/Concierge Assistant/Marsha software
Physical Job Requirements
* Maintain a neat and professional appearance at all time.
* Frequent bending, kneeling and stooping, lifting up to 15kg
* Good visual observation.
* Long standing hours.
* Stress resistant
* Good communication skills
* Flexible (working hours)
Marginal Job Function
* Perform other duties as required to meet the needs of the department or as instructed by Management.
Other
* Be punctual and wear the name tag and uniform at all times during working hours.
* Perform all tasks in a timely manner ensuring all deadlines are met.
* Comply with MVC policies and procedures.
* Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
* Maintain an attitude and commitment to provide excellent service to all customers and associates.
* Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
* Maintain a working knowledge of all MVC product lines.
* Maintain computer systems knowledge (MS Office, Outlook, etc)
* Work with all MVC colleagues as a team, supporting the needs within that team and those of the business at all times.
* Must be proactive in every area, including offering additional services to clients.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.