POSITION SUMMARY
Represents in collaboration with the Guest Relations and Activities Manager the resort management in resolving any guest related situations. Serves as the assistant from the Guest Relations Manager and will assist in tracking of service issues, ensuring that the highest levels of hospitality and services are provided. Manages the follow of questions and directs guests within the lobby and conducting guest courtesy visits together with the courtesy visit team to ensure guest satisfaction. The position will also assist in supporting and managing the Activity, Massage & Beauty and Pools departments. This includes supervision and coordination from the associates, activities and schedules whilst following the company standards and achieving operational budget.
CRITICAL TASKS
Leading Teams
- Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages courtesy visits and front office associates. Understands associate positions well enough to perform duties in associates’ absence.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with associates and ensures associates act accordingly.
Maintaining Guest Services Goals
- Works closely with Rooms Controller and Front Desk Manager for proper handling of allocation requests.
- Interact with HSK, especially with Housekeeping Coordinator regarding VIP arrivals, expediting apartments, preferred apartments to be cleaned first and gets cleaning times during weekends.
- Pre-block special requests, VIP, owners and rental guests. Ensure that all guaranteed room types and special requests are met.
- Handles complaints, settling disputes and resolving grievances and conflicts, or otherwise negotiating with others.
Spa & Lifeguards
- Being proactive in discovering new revenue streams and up/cross-selling.
- Conduct regular, documented Spa-building and pools control walks.
- Organize in collaboration with the Pool Supervisor the lifeguard coverage in all pools.
- Ensuring that all pool controls are up to company standards and aligned with local requirements and regulations.
Activities
- Speak to guests and co-workers using clear, appropriate and professional language.
- Ensuring full implementation of Club Thrive, being present in Activities events.
- Monitor and direct resort activities for owners, members and clients.
- Create, organize and implement activities for all age ranges.
- Act as a liaison between resort outlets/activities and guests, including dissemination of accurate information.
- Ensure clean, well-stocked and organized activities work areas.
- Responsible for tracking and maintaining the activities tracking log in an orderly and timely manner.
Departments General
- Support all co-workers and treat them with dignity and respect.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- 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.
- Administration of invoices of all the departments through the proper channels.
- Responsible for the resort’s social media channels, this includes posting, answering messages and ensuring inquiries are dealt with in an orderly fashion.
- Workday - Timekeeper of all the departments; ensuring and maintaining punctuality within the departments, supervision of working hours and controlling staff holidays within the system.
Ensuring Exceptional Customer Service
- Comply with quality assurance expectations and standards.
- Set positive examples for guest relations.
- Manage day-to-day operations and meeting the expectations of the customers.
- Respond to and handles guest problems and complaints
- Empower associates to provide excellent customer service.
- Strive to improve service performances.
- Provides immediate assistance to guests as requested.
- Ensure associates understand customer service expectations and parameters.
Conducting Human Resources Activities
- Use all available on the job training tools to train new hires and provide follow-up training as necessary.
- Establish and maintain open, collaborative relationships with associates and ensures associates do the same with them.
- Conduct job chats together with the Guest Relations & Activities manager with all reporting staff members, at least 2 documented per year.
- 12/12 department meetings, meeting minutes must be forwarded to HR.
- Conduct daily 15-minute training for reporting staff. Monthly calendar must be sent to HR for tracking.
- Ensure associate recognition is taking place on all shifts.
- Review associate satisfaction results.
- Participate in interviewing and hiring of team members with the appropriate skills.
Implementing Projects and Policies
- Implementing the customer recognition/service program/3+ program, communicating and ensuring the process.
- Ensure resort policies are administered fairly and consistently; disciplinary procedures and documentations are completed according to Standard and Local Operating Procedures (SOP’s and LSOP’s) and support the Peer Review Process.
Additional Responsibilities
- Provide information to supervisors, co-workers and subordinates by telephone, in written form e-mail, or in person.
- Analyze information and evaluating results to choose the best solutions and solve problems.
- Maintain high visibility in public areas during peak times.
- Assist in implementing procedures and documenting them.
- Attend meetings in absence of the Guest Relations & Activities Manager.
- Attend weekly owner cocktail, 3+ meetings amongst others.
- Perform other duties as required to meet the needs of the department or as indicated by the Manager or Leadership.
Candidate Profile
Education and Experience
- High school diploma or GED; 2-year experience in guest services, front desk or related professional area.
OR
- Job experience; 3 years of practical experience in an assistant management position within the Front Office department.
- Languages: Fluent in English, Spanish and German. The knowledge of an additional language is a plus.
- Computer knowledge: MS Office, Outlook, Opera, Marsha, ASGARD, concierge assistant software is a plus.
Job Requirements
- Report accidents, injuries and unsafe work conditions to manager; complete safety training and certifications.
- Follow company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect all company assets.
- Always maintain a neat and professional appearance.
- Bending, kneeling and stooping, lifting to 15 kg, climbing ladders and stairs.
- Resort walks around during MOD shifts.
- Good visual observation skills.
- Long standing hours.
- Able to work under stress.
- Good communications skills.
Management Competencies
Leadership
- Adaptability
- Communication
- Integrity
- Leading through Vision and Values
- Problem Solving and Decision Making
- Professional Demeanor
Managing Execution
- Building and Contributing to Teams
- Driving for Results
- Planning & Organizing
Building Relationships
- Co-worker Relationships
- Customer Relationships
- Fostering Inclusion
Generating Talent and Organization
- Organizational Capability
- Talent Management
Learning and Applying Professional Expertise
- Business Acumen
- Technical Acumen
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
