CRITICAL TASKSEssential Job FunctionsHandle 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 basis, 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 QualificationsHotel/Tourism DegreeFluent 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 RequirementsMaintain a neat and professional appearance at all times.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 FunctionPerform other duties as required to meet the needs of the department or as instructed by Management.OtherBe 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.
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