Receptionist - Recreation Department

Job Description

POSITION SUMMARYThe receptionist is responsible for properly facilitating services for the Health Club guests especially members as well as providing information regarding the Health and Recreation facilities. Smile and greet guest with proper enthusiasm building strong relationships and creating guest for life. Responsible in ensuring the entry & exit of the guests are well monitored in terms of welcoming service, registration, safety briefing, access confirmation and payment collection. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests thru calls or walk-in Guests. Transmit information or documents using a computer, mail, or facsimile machine. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping and distributing incoming mail. Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work-related information using computers and/or point of sale systems. Encourage, recruit, register, and schedule guests to participate in recreation activities. Promote a fun and relaxing atmosphere for guests. Provide information to guests about available recreation facilities and activities. Promote the rules and regulations of the recreation facility intended for the safety and welfare of guests and members. Observe activity in the recreational facility and respond appropriately in accordance with local operating procedure in the event of an emergency. Be aware of possible situations where guests are not able to safely participate in an activity and inform supervisor/manager. Clean and maintain recreational equipment and supplies. 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 company assets. Welcome and acknowledge all guests according to company standards anticipate and address guests service needs assist individuals with disabilities thank guests with genuine appreciation. Speak with others using clear and professional language answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others support team to reach common goals. Process payments for rental equipment, recreation activities, facility rentals, or retail sales. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Enter and locate work-related information using computers and/or point of sale systems. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance. Grasp, turn, and manipulate objects of varying and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested. CRITICAL TASKSRecreation Communication and Coordination

• Promote a fun and relaxing atmosphere for guests in all recreational activities and areas by expressing an upbeat and enthusiastic attitude.
• Provide information to guests about available recreation facilities, activities, lessons, and equipment.
• Encourage and recruit guests to participate in recreation activities.
• Register and schedule guests for activities by recording information using the appropriate method (e.g., write in registration book, enter into Concierge Assistant).

Recreation Facilities Safety

• Follow company policy and procedure for working with children (e.g., use of waiver forms).
• Observe activity in the recreational facility and respond appropriately in accordance with local operating procedure in the event of an emergency.
• Be aware of situations where guests are not able to safely participate in an activity and inform supervisor/manager.
• Provide assistance to injured guests until the arrival of emergency medical services.
• Promote the rules and regulations of the recreation facility (fitness center, pool/beach, tennis courts, skiing area) intended for the safety and welfare of guests and members.
• Complete any certifications/training required by law or manufacturer to instruct guests/clients on the use of equipment.

Recreation Equipment and Supplies

• Clean and maintain recreational equipment and supplies.
• Process payments for rental equipment, recreation activities, facility rentals, or retail sales by applying charges to guest rooms or handling cash and credit card payments using appropriate system (e.g., Micros, PMS).

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guests name when possible.
• 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 (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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.
• Address guests service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• 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).

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.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in ones voice, using the callers name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• 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.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).
• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance.
• Grasp, turn, and manipulate objects of varying and weight, requiring fine motor skills and hand-eye coordination.
• Move through narrow, confined, or elevated spaces.
• Move over sloping, uneven, or slippery surfaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Safety

• Report work related accidents, or other injuries immediately upon occurrence to supervisor/manager.
• Follow company and department safety and security policies and procedures to promote a clean, safe, and secure environment.
• Maintain awareness of suspicious activity on property and report such activity to a supervisor/manager.
• 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 Loss Prevention personnel.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Policies and Procedures

• Protect the privacy of guests and coworkers.
• 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.
• Maintain confidentiality of proprietary materials and information.
• Perform other reasonable job duties as requested.

CRITICAL COMPETENCIESAnalytical Skills

• Learning

Interpersonal Skills

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

Communications

• Communication
• Listening
• Telephone Etiquette Skills
• English Language Proficiency

Personal Attributes

• Dependability
• Presentation
• Safety Orientation
• Integrity
• Positive Demeanor
• Adaptability/Flexibility
• Initiative

Organization

• Multi-Tasking

Personal Attributes

• Generating Enthusiasm

Certifications/Training

• Recreation Equipment
• CPR Certification
• First Aid Certification
• Any certification/training required by local/state agencies

Physical Abilities

• Proper Lifting Techniques

PREFERRED QUALIFICATIONSEducationHigh school diploma/G.E.D. equivalent Related Work ExperienceNo related work experience is required Supervisory ExperienceNo supervisory experience is requiredWhen you join the Sheraton family, you become a member of its global community. Weve been a place to gatherand connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If youre a team player who is excited to deliverameaningful guest experiences, we encourage you to exploreyour next career opportunitywith Sheraton.

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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