Lead Front Desk Agent

Marriott Vacations Worldwide•Kaanapali, HI

About The Position

At Marriott Vacations Worldwide (MVW), the Lead Guest Services Associate helps provide Owners and guests with experiences that create memorable vacation stays. The role checks guests into their villas, explains property amenities and room features, and assists with questions, concerns, and requests. It also helps ensure outstanding guest issues are resolved and may assist management with training new associates or hourly duties. Specific duties may differ by property, team size, or facility.

Requirements

Available to work various shifts, holidays, and both weekend days.
Able to reach overhead and below the knees and perform bending, twisting, pulling, and stooping.
Able to stand, sit, or walk for an extended period of time.
Able to lift, carry, push, or pull items weighing up to 25 pounds without assistance.
May be required to undergo background and drug screening, contingent on company policy and applicable legal requirements.

Responsibilities

Check Owners and guests into their villas and review property amenities, services, operating hours, local areas of interest, and activities.
Listen and respond positively to guest questions, concerns, and requests, and contact other departments to help resolve issues.
Identify and explain room features, such as room key use and the locations of ice and vending areas.
Follow up with Owners and guests to ensure requests or problems have been addressed to their satisfaction.
Answer telephone calls and route them to the appropriate department.
Prioritize and resolve outstanding requests or problems from the previous day.
Assist management with training new associates or with hourly duties as needed.
Welcome and greet guests, anticipate and address their needs, and interact professionally and promptly with colleagues and guests.
Contribute to team goals and follow company policies and safety procedures.