_Provide the highest quality of service to the guest at all times and anticipate and exceed guest
expectations. Know and live the mission and the White Lodging/brand basics. Understand
the Hotel Improvement Plan.
_Supervise Front Desk staff. Oversee staffing levels and make adjustments to ensure service
levels are met within labor model. Ensure that all associates are following their schedule and
taking their breaks.
_Assign specific duties to staff for efficient operation of department.
_Capable of performing all hourly functions and operating all equipment in department.
_Assist in training new associates and cross-training existing associates according to the
_Assist in interviewing and hiring new associates for the department.
_Resolve routine associate issues as needed and bring issues to the attention of the
Department Manager and Human Resources as necessary. Make recommendations to
manager in accordance with progressive discipline policy.
_Train associates on safety standards and enforce those standards on a consistent
basis. Identify associates engaging in unsafe behaviors and retrain them appropriately.
Complete accident investigations and take steps to prevent future accidents. Follow up with
_Promote teamwork and associate morale. Treat people with respect.
_Recognize associate successes via the White Lodging Recognition Program.
_Communicate properly and effectively with the guest, associates and managers. Effective
respond to guest complaints.
_Conduct daily preshift meeting. Perform uniform inspection prior to opening shift and
make necessary corrections immediately.
_Represent department at staff meetings as required.
_Have a thorough knowledge of emergency procedures and ensure staff responds appropriately
in the event of an emergency. Assist Emergency Response Team as necessary. Know location
and use of fire extinguishers.
_Demonstrate knowledge of EEO policy, Fair Employment Practices and Fair Labor Standards
Act. Promote a harassment-free work environment.
_Ability to read, analyze, interpret and effectively explain items such as common reports, guest
folios and emergency procedures.
_Effectively operate the hotel computer system upon certification and maintain a knowledge of
the hotel reservation system.
_Responsible and accountable for issued bank. Count bank at beginning and end of shift.
Report all cash over/shorts to management. Comply with hotel and department accounting
procedures including credit and check cashing policies and procedures.
_Verify the accuracy of the opening count.
_Maintain awareness of room availability for a week in advance.
_Ensure that all information pertinent to the desk or related areas is passed on to the
following shift manager or personnel.
_Maintain knowledge of any and all promotions and/or current programs that would
influence or affect the guest, i.e. Honored Guest Award Membership Program.
_Meet and greet arriving guests ensuring all Front Desk Staff provide excellent guest service.
_Maintain a thorough knowledge of the reservation system.
_Ensure that all equipment is maintained in accordance with service standards and that
outages are reported and resolved in a timely manner.
_Ensure that all credit policies are being followed and that the credit report is resolved daily.
_Ensure security and confidentiality of all guest and hotel information and material.
_Attend work on time as scheduled and adhere to attendance policy.
_Utilize property Service Recovery/Defect Tracking processes.
_Report unsafe conditions and suspicious activity to Loss Prevention/Management.
_Practice safety standards at all times and keep the property safe for guests and fellow
associates. Use wet floor signs as required. Use personal protective equipment.
_Lift, carry or otherwise move up to 10 lbs. regularly. Lift, carry or otherwise move up to 50
lbs occasionally with assistance. Follow proper moving and lifting procedures identified in
Departmental Orientation Handbook. Regularly required to stand; sit; walk; reach; use hands
to finger, handle or feel; talk and hear.
_Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of
operation and hotel surroundings (i.e. mall, restaurants).
_Adhere to all work rules, procedures and policies established by the company. This includes,
but is not limited to those contained in the Associate Orientation Handbook and the red
Emergency Response Procedures Manual. Complete Chemical Training and Blood borne
_Follow proper key control procedures.
_Perform other duties as assigned.
Computer, telephone, 10 Key Calculator, knowledge of Excel, Word, PMS, Online Services,
Credit card system, printer, fax machine, copy machine, stamp machine.
Marriott Auburn Hills/Pontiac
Posted on: 11/21/2016
Applicants who do not already have legal permission to work in the location of this job will not be considered.