Guest Services Associate - Mandarin Speaking

Deskripsi Pekerjaan

CORE WORK ACTIVITIES Safety and Security

• Report 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.
• Maintain awareness of undesirable persons on property premises.
• Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company 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

• Contact appropriate individuals or departments (e.g., Concierge, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
• Provide assistance with concierge operations as required.
• Assist management with ensuring a clean, well-stocked, and organized work area including concierge, hospitality desk, resort activities desk, information desk, resort activities office, and front office storeroom.
• Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs watching/listening to guest preferences, and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Assist other employees and other departments, if necessary, to ensure proper coverage and prompt guest service.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the 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.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Help coworkers, ensuring they understand their tasks.
• 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).

Working With Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out

• Activate room keys using an electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using the electronic key machine.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Secure a valid form of payment (e.g., credit card, cash) prior to issuing the room key.
• Process all guest check-ins by confirming reservations in a computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting forms of payment, assigning rooms, and issuing room keys in accordance with property policies and procedures.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling accounts, retrieving room keys, and requesting comments on guest's stay.
• Accommodate requests for room changes when possible.
• Communicate to the appropriate staff that there are guests who are waiting for an available room.
• Verify and adjust billing for guests.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp).
• Assign rooms according to guest requests and preferences whenever possible.
• Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservations or checking guests in.
• Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send them to the room if required.
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stayover) for Housekeeping.
• Clear departures in the computer system to document that rooms are no longer occupied.
• Coordinate with Housekeeping to track the readiness of rooms for check-in and to report guest concerns.
• Review requests for late check-outs and approve them according to occupancy.
• File guest paperwork or documentation.

Communications

• Operate telephone switchboard station to answer telephone calls.

Reports / Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Print contingency lists to have a record of all guests in case of emergency.
• Run credit card authorization report and check for discrepancies.

Greet / Escort Guests

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

Guest Services

• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact the appropriate individuals or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Arrange transportation (e.g., taxicab, shuttle bus) for guests/residents/visitors, and record advance transportation requests as needed.

Cash Handling

• Count bank at end of shift and secure bank.
• Provide change to guests.
• Cash guests' personal checks and traveler's checks.
• Balance and drop receipts according to accounting specifications.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Count the bank at the beginning of the shift to ensure that amounts are correct and that there is adequate change.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Maintenance/Security

• Notify Loss Prevention/Security of any guest reports of theft.

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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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