Core Work Activities

• Follow all company policies and procedures.
  
• Ensure full compliance with all audit requirements, including ISRA (International Summary Risk Assessment) and CSAT (Control Self-Assessment Tool).
  

Greet/Escort Guests

• Supply guests/residents with directions and information about property amenities, services, hours of operation, and local attractions.
  
• Identify and explain room features to guests (e.g., room key use, mini-bar, vending areas, in-room safe, valet laundry services).
  

Guest Services

• Ensure proper coverage and service in all lobby zones.
  
• Contact relevant departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security) to resolve guest issues.
  
• Prioritize and resolve outstanding guest requests from the previous day.
  
• Follow up with guests to confirm satisfaction with their requests.
  
• Arrange transportation for guests and record advance requests.
  
• Understand all Food & Beverage menus and service standards.
  
• Operate POS system to process food & beverage orders.
  
• Deliver guest valet items, packages, mail, and other requested items.
  
• Perform basic tech support for guests using zone devices (e.g., kiosks, printers, media centers).
  
• Use GO-BOARD to connect guest demographics with services or events.
  
• Respond to guest special arrangement requests (e.g., spa, transportation, babysitting).
  
• Handle unique guest needs and special service requests.
  
• Gather and share information about the property and surrounding area.
  
• Assist with guest check-ins and ensure pre-arrival planning is in place.
  
• Manage the Elite Arrival Experience in coordination with Rooms Controller.
  

Guest Rooms

• Process all check-ins using systems like Fidelio, PMS, FOSSE, or OPERA.
  
• Verify guest identity, secure payment, assign rooms, and issue room keys.
  
• Activate and reissue keys using electronic key machines (e.g., Saflok).
  
• Enter Marriott Rewards information during reservations or check-in.
  
• Coordinate with Housekeeping for room readiness and concerns.
  
• Accommodate room change and late check-out requests when possible.
  
• Process check-outs, resolve disputes, settle accounts, and retrieve room keys.
  
• Clear departures in the system to confirm room availability.
  
• Inform guests of any messages received and deliver to rooms if needed.
  

Guest Relations

• Actively listen and respond to guest questions using brand-specific service methods (e.g., LEARN, PLEASED, LEAP).
  
• Address service needs professionally, positively, and promptly.
  
• Assist coworkers to ensure efficient and prompt service.
  
• Welcome every guest with eye contact, a smile, and verbal greeting using their name when possible.
  
• Express appreciation and give a fond farewell.
  
• Anticipate and respond to guest needs by observing and asking thoughtful questions.
  
• Assist individuals with disabilities as needed (e.g., giving directions, providing access to assistive devices).
  
• Engage guests in friendly conversation about their stay and services.
  

Communication

• Speak to guests and coworkers using clear, professional language.
  
• Answer phones with proper etiquette:
  
• Within 3 rings.
  
• With a smile in your voice.
  
• Using the caller’s name.
  
• Asking permission before placing on hold.
  
• Transferring properly.
  
• Taking and relaying messages accurately.
  
• Letting the caller end the call.
  
• Discuss work topics discreetly and avoid public areas.
  

Assists Management

• Serve as a departmental role model or mentor.
  
• Encourage and motivate team members to perform well and take responsibility.
  
• Coordinate tasks with other departments to ensure smooth operations.
  

Working with Others

• Listen and respond thoughtfully to coworker concerns.
  
• Support and respect all coworkers.
  
• Maintain positive relationships with employees and departments.
  
• Handle sensitive issues with professionalism and confidentiality.
  
• Collaborate with others to achieve team goals.
  

Quality Assurance/Quality Improvement

• Follow quality assurance standards and expectations.
  

Physical Tasks

• Stand, sit, or walk for extended periods or full shifts.
  
• Use computers and/or POS systems to locate work-related info.
  
• Move, lift, carry, push, or pull objects weighing up to 10 lbs without assistance.
  

Safety and Security

• Report work-related accidents or injuries immediately.
  
• Follow safety and security procedures to ensure a clean and secure environment.
  
• Follow emergency procedures (e.g., evacuations, medical emergencies).
  
• Remain alert to unauthorized persons on property.
  

Policies and Procedures

• Protect guest and coworker privacy and security.
  
• Ensure personal appearance meets company hygiene and uniform standards.
  
• Maintain confidentiality of proprietary materials.
  
• Follow all company and departmental procedures.
  
• Protect company property, equipment, and tools per policy.