General Support Specialist (At Your Service Runner)

Job Description

POSITION SUMMARYOur jobs arent just about moving items from one place to another. Instead, we want to build an experience that is memorable and unique - and each position contributes to making that possible for our guests. At our hotels, General Support Specialists work across departments to ensure that guests and associates have what they need at the point in time when they need it. Whether delivering items directly to guests in their room or providing support to housekeeping, engineering, banquets, restaurants, the front office, or other areas that need assistance, our General Support Specialists move about their space to get the job done. They are critical to ensure smooth operations throughout the entire hotel. No matter what position you are in, there are a few things that are critical to success - ensuring a safe workplace, following company policies and procedures, maintaining confidentiality, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all of these things well, and other reasonable job duties as requested, is critical for General Support Specialists - to get it right for our guests and our business each and every time.CRITICAL TASKSGuest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guests name when possible.
• Address guests service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Anticipate guests service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Assist other employees to ensure proper coverage and prompt guest service.

Guest Services

• Place requested items such as rollaway beds and refrigerators in guest rooms.
• Provide complimentary toiletries to guests, such as toothpaste, razors, and shampoo.
• Deliver rollaway, cribs, linens, toiletries, and other items requested by guests to guest rooms.
• Have knowledge of the property, hotel, staff and services including hours of operations.
• Be knowledgeable of the surrounding area. Have thorough knowledge of the guestroom including: location, views, amenities, features, type and facilities.
• Offer the hotel guests the best possible service with exceptional courtesy.
• Make sure amenities are fully stocked.
• Handle and track all amenities (cribs, rollways, electronic devices) delivered to guest rooms on a timely manner, to maintain an accurate inventory, to ensure recovery upon guest departure, and to post the sold items from the AYS storage.
• Take care of good receiving of guests faxes/ mails/ messages and make appropriate delivery to the room following proper standards.
• Keep an accurate evidence of entrances in the guests rooms with the master key.
• Work in a safe manner with proper handling and lifting.
• Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.
• Perform a monthly stock inventory for amenities. Ensure shoes are properly polished of the guests and sent back as requested.
• Coordinate with GXP agents regarding the guest requests and AYS leaders regarding guest issues.
• Be aware of all manual wakeup call handling procedures.
• Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
• Utilizing all available resources, follow up on previous shift requests are pending issues.
• Be familiar with a directory of information within the hotel and local area information. o Money exchanges, Bank and automated teller machines (ATMS) o Local restaurants, type of food o Local attractions of Houses of worships, hours of services o Shopping facilities, Government offices, Emergency numbers
• Be aware of emergency procedures according to hotel policies & procedures and follows Supervisor/Managers instructions.
• Be familiar with all job aids, policies and procedures related to Front Office operations.
• Be Flexible to work various shifts around the business needs to assist all front office sections.
• Have strong organizational skills always practice Clean as you go
• Report to work on time with proper uniform, including name tag. Personal appearance and other grooming standards must comply with the standard of the hotel.
• At all times strive to represent Marriott in the most professional, courteous manner.
• Be proactive in your job, giving proper handover to other colleagues/department head and to follow through.
• Showing positive attitude and inculcating the same within the team members.

Housekeeping Protocol

• Post caution signs (e.g., wet floor signs) to limit traffic when necessary.
• Respond promptly to requests from guests, Front Desk, At Your Service & F&B requests.
• Identify and report preventative or other maintenance issues in public areas or guest rooms.
• Contact Engineering, At Your Service (AYS)/Delighted to Serve (DTS), or Housekeeping office directly for urgent repairs.
• Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
• Identify and report preventative or other maintenance issues in public areas or guest rooms.
• Return cart to designated area at the end of shift.
• Replenish linens in the linen rooms based on the amount of linens needed for each floor as noted on the linen distribution form.
• Remove items from hallways and transport to service areas, including debris, room service food and beverage trays, unread newspapers, soiled linens, trash, and other related items.
• Clean and organize items stored in supply/storage closets, or other spaces as needed.

General Food and Beverage Services

• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
• Inspect the cleanliness and presentation of all materials prior to use.
• Assist your and other departments when needed to ensure optimum service to guests.
• Complete setup and breakdown of events or functions, including cleaning the room and returning equipment to its proper location.
• Follow appropriate procedures for serving alcohol, follow local Training & Guidance.
• Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.

Communication

• 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.
• Talk with and listen to other employees to effectively exchange information.
• Test beepers and radios to ensure communications equipment works properly.

• Exchange information with other employees using electronic devices (e.g., earpieces, pagers, two-way radios, email, DECT phones).

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.
• 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.

Policies and Procedures

• 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 the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• 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).

CRITICAL COMPETENCIESAnalytical Skills

• Learning

Interpersonal Skills

• Customer Service Orientation
• Team Work
• Diversity Relations
• Interpersonal Skills

Communications

• Listening
• Communication

Personal Attributes

• Dependability
• Positive Demeanor
• Integrity
• Presentation
• Safety Orientation
• Initiative

PREFERRED QUALIFICATIONSEducationHigher Education, Diploma or equivalent Related Work ExperienceNo related work experience is required Supervisory ExperienceNo supervisory experience is required

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About Company

Marriott Hotels & Resorts is Marriott Internationals brand of full-service hotels and resorts based in Bethesda, Maryland. As of June 30, 2020, there were 582 hotels and resorts with 205,053 rooms operating under the brand, in addition to 160 hotels with 47,765 rooms planned for development