Overnight Guest Experience Expert

Marriott•Dana Point, CA

14h•Onsite

About The Position

This position is responsible for processing all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys. The role also involves processing all payment types such as room charges, cash, checks, debit, or credit, and handling all check-outs, including resolving any late and disputed charges. The Overnight Guest Experience Expert will answer, record, and process all guest calls, messages, requests, questions, or concerns. This role requires coordination with Housekeeping to track room readiness for check-in and communication of parking procedures to guests/visitors, dispatching bell staff or valet staff as needed. Additionally, the position involves supplying guests with directions and information regarding the property and local areas of interest, running daily reports, identifying special requests, and checking reports for accuracy. The role also includes completing designated cashier and closing reports in the computer system, cashing guests' personal checks and traveler's checks, counting the bank at the beginning and end of shift, and balancing and dropping receipts according to Accounting specifications. The position also requires adherence to all company safety and security policies and procedures, reporting accidents, injuries, and unsafe work conditions. It also involves following all company policies and procedures, ensuring uniform and personal appearance are clean and professional, maintaining confidentiality of proprietary information, and protecting company assets. The role requires welcoming and acknowledging all guests according to company standards, anticipating and addressing guests’ service needs, assisting individuals with disabilities, and thanking guests with genuine appreciation. Communication should be clear and professional, and telephones should be answered using appropriate etiquette. Developing and maintaining positive working relationships with others and complying with quality assurance expectations and standards are also key aspects of this role. The role requires standing, sitting, or walking for an extended period of time and performing other reasonable job duties as requested by Supervisors. This includes moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance.

Requirements

High school diploma or G.E.D. equivalent.
No related work experience.
No supervisory experience.
None

Responsibilities

Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
Process all payment types such as room charges, cash, checks, debit, or credit.
Process all check-outs including resolving any late and disputed charges.
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Coordinate with Housekeeping to track readiness of rooms for check-in.
Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
Supply guests with directions and information regarding property and local areas of interest.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Complete designated cashier and closing reports in the computer system.
Cash guests' personal checks and traveler's checks.
Count bank at the beginning and end of shift.
Balance and drop receipts according to Accounting specifications.
Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
Follow all company policies and procedures; ensure uniform and personal appearance are 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.
Comply with quality assurance expectations and standards.
Stand, sit, or walk for an extended period of time.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.