Room Blocker (Marketing Department) - Sheraton Vistana Villages

Marriott Vacations Worldwide•Sheraton Vistana Villages, FL

4d•Onsite

About The Position

Assigns rooms according to guest requests and preferences whenever possible. Pre-registers designated guests and prepares key packets. Organizes and coordinates check-in/pre-registration procedures for arriving groups. Reviews, tracks, and accommodates requests for room/check-out changes when possible; communicates status to appropriate staff. Confirms reservations and cancellations. Reviews out-of-order rooms daily. Ensures rates match market codes and documents exceptions. Verifies and adjusts billing for guests. Files guest paperwork or documentation. Sets up and processes all guest check-ins/check-outs. Activates room keys. Secures valid payment. Identifies any over-commitments. Performs duplicate reservation checks and blocks rooms. Runs daily reports. Follows up with guests to ensure their requests or problems have been met to their satisfaction. Receives, records, and relays messages accurately, completely, and legibly. Reports accidents, injuries, and unsafe work conditions to manager; and completes safety training and certifications. Follows all company policies and procedures, ensures uniform and personal appearance are clean and professional, maintains confidentiality of proprietary information, and protects company assets. Welcomes and acknowledges all guests according to company standards, anticipates and addresses guests’ service needs, assists individuals with disabilities, and thanks guests with genuine appreciation. Speaks with others using clear and professional language, prepares and reviews written documents accurately and completely, and answers telephones using appropriate etiquette. Develops and maintains positive working relationships with others, supports the team to reach common goals, and listens and responds appropriately to the concerns of other associates. Complies with quality assurance expectations and standards. Stands, sits, or walks for an extended period or for an entire work shift. Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance. Performs other reasonable job duties as requested by Supervisors.

Requirements

High school diploma/G.E.D. equivalent
Less than 1 year related work experience
No supervisory experience is required
Analytical Skills
Problem Solving
Decision-Making
Computer Skills
Learning
Interpersonal Skills
Customer Service Orientation
Interpersonal Skills
Team Work
Diversity Relations
Communications
Communication Applied
Reading
Telephone Etiquette Skills
English Language Proficiency
Listening
Writing
Form, Report, and Log Completion
Dependability
Presentation
Integrity
Positive Demeanor
Initiative
Stress Tolerance
Adaptability/Flexibility
Safety Orientation
Organization
Detail Orientation
Multi-Tasking
Time Management
Planning and Organizing
Visual Acuity

Responsibilities

Assigns room according to guest request and preferences whenever possible.
Pre-registers designated guests and prepares key packets.
Organizes and coordinates check-in/pre-registration procedures for arriving groups.
Reviews, tracks, and accommodates requests for room/check-out changes when possible; communicates status to appropriate staff.
Confirms reservations and cancellations.
Reviews out-of-order rooms daily.
Ensures rates match market codes and documents exceptions.
Verifies and adjusts billing for guests.
Files guest paperwork or documentation.
Sets up and processes all guest check-ins/check-outs.
Activates room keys.
Secures valid payment.
Identifies any over-commitments.
Performs duplicate reservation checks and blocks rooms.
Runs daily reports.
Follows up with guests to ensure their requests or problems have been met to their satisfaction.
Receives, records, and relays messages accurately, completely, and legibly.
Reports accidents, injuries, and unsafe work conditions to manager; and completes safety training and certifications.
Follows all company policies and procedures, ensures uniform and personal appearance are clean and professional, maintains confidentiality of proprietary information, and protects company assets.
Welcomes and acknowledges all guests according to company standards, anticipates and addresses guests’ service needs, assists individuals with disabilities, and thanks guests with genuine appreciation.
Speaks with others using clear and professional language, prepares and reviews written documents accurately and completely, and answers telephones using appropriate etiquette.
Develops and maintains positive working relationships with others, supports the team to reach common goals, and listens and responds appropriately to the concerns of other associates.
Complies with quality assurance expectations and standards.
Stands, sits, or walks for an extended period or for an entire work shift.
Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance.
Performs other reasonable job duties as requested by Supervisors.
Addresses guests' service needs in a professional, positive, and timely manner.
Listens and responds positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
Welcomes and acknowledges each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Anticipates guests' needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Thanks guests with genuine appreciation and provides a fond farewell.
Assists other associates to ensure proper coverage and prompt guest service.
Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's 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.
Speaks to guests and co-workers using clear, appropriate and professional language.
Prepares and reviews written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Talks with and listens to other associates to effectively exchange information.
Coordinates tasks and work with other departments to ensure that the department runs efficiently.
Serves as a departmental role model or mentor by working alongside associates to perform technical or functional job duties.
Supports all co-workers and treats them with dignity and respect.
Develops and maintains positive and productive working relationships with other associates and departments.
Partners with and assists others to promote an environment of teamwork and achieve common goals.
Enters and locates work-related information using computers and/or point of sale systems.
Tracks changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Communicates to appropriate staff that there are guests that are waiting for an available room.
Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
Reviews requests for late check-outs and approves according to occupancy.
Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
Processes all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
Activates room keys using electronic key machine and reissues new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
Secures valid form of payment (e.g., credit card, cash) prior to issuing room key.
Clears departures in computer system to document that rooms are no longer occupied.
Handles sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality.
Creates and maintains computer- and paper-based filing and organization systems for records, reports, documents, etc.
Transmits information or documents using a computer.
Enters and retrieves information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
Prepares letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
Transmits information or documents using mail, or facsimile machine.
Operates standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.
Maintains confidentiality of proprietary materials and information.
Protects the privacy and security of guests and coworkers.
Ensures uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protects company tools, equipment, machines, or other assets in accordance with company policies and procedures.