CORE WORK ACTIVITIES

· 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 address guests’ service needs.

· Communicates with others using clear and professional language, prepares and reviews written documents accurately and answers telephones using appropriate etiquette.

· Develops and maintains positive working relationships with others, supports team to reach common goals, and listens and responds appropriately to the concerns of others.

· Complies with quality assurance expectations and standards.

· Reports accidents, injuries, and unsafe work conditions to manager; and completes safety training and certifications.

· Stands, sits, or walks for extended periods 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, Policies and Procedures.

· Maintains confidentiality of proprietary materials and information.

· Protects the privacy and security of guests and coworkers.

· Follows company and department policies and procedures.

· Ensures uniform, nametag, 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.

· Perform other reasonable job duties as requested by Supervisors.

Guest Relations

· Addresses guests' service needs in a professional, positive, and timely manner.

· Thanks guests with genuine appreciation and provide a fond farewell.

· Welcomes and acknowledges every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

· Anticipates 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.

· Listens and responds 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.

· Assists other employees to ensure proper coverage and prompt guest service.

Communication

· 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.

· 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.

· Talks with and listens to other employees to effectively exchange information.

· Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Working with Others

· Supports all co-workers and treat them with dignity and respect.

· Handles sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks

· Enters and locates work-related information using computers and/or point of sale systems

· Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance.

Computers/Software

· Transmits information or documents using a computer.

· Enters and retrieves information contained in computer databases and software to update records, files, reservations.

· Prepare letters, memos, and other documents using e-mail, word processing, spreadsheet, database, or presentation software.

Office Equipment

· Transmits information or documents using mail, or fax machine.

· Operates standard office equipment such as telephone, voice mail, fax, photocopier, calculator, and electronic peripherals.

Safety and Security

· Reports work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.