Vacancies at Marriott

POSITION SUMMARY

• Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling.
• Determine and give complimentaries to guests as gifts for their patronage (e.g., rewards points, show tickets, gift certificates).
• Promote awareness of brand image internally and externally.
• Process requests for redeeming Marriott Rewards points. Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Enter Marriott Rewards information into appropriate software when taking guest reservations.
• Answer, record, and process all guest calls, requests, questions, or concerns. Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing).
• Assist management in training and motivating employees; serve as a role model.
• 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; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Read and visually verify information in a variety of formats.
• 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.

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POSITION SUMMARY

• Patrol all areas of the property; secure rooms; assist guests with room access.
• Conduct emergency response drills, daily physical hazard/safety inspections, investigations, interviews, and key control audit.
• Monitor Closed Circuit Televisions and alarm systems. Authorize, monitor, and document access to secured areas.
• Assist guests/employees during emergency situations.
• Respond to accidents, contact EMS or administer first aid/CPR as required.
• Gather information and complete reports.
• Maintain confidentiality of reports/documents, release information to authorized individuals.
• Defuse disturbances in accordance with company policies and procedures.
• Resolve safety hazard situations.
• Handle all interruptions and complaints.
• Escort unwelcome persons from the property.
• Ensure compliance with alcoholic beverage control laws.
• Call for assistance using proper code responses.
• Provide proper paperwork to employees.

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JOB SUMMARY

Assists in the management of the daily functions of the department to provide protection of property assets, employees, guests and property. Maintains logs, certifications and documents required by law and Standard Operating Procedures. Assists in the training of staff in established emergency procedures and implements accident and fire prevention procedures. Promotes guest and employee satisfaction while achieving the operating budget.

CANDIDATE PROFILE 

Education and Experience

•  High school diploma or GED; 3 years experience in the security/loss prevention or related professional area

OR

•  Bachelor’s degree from an accredited university in Criminal Justice or related major; 1 year experience in the security/loss prevention or related professional area.

CORE WORK ACTIVITIES

Managing Security/Loss Prevention Operations

•  Assists in conducting hazard and risk assessments at the property to include quarterly OSHA/SAFETY audits, incident tracking, and the hazard abatement process.
•  Complies with applicable federal, state and local law and safety regulations.
•  Maintains logs, certifications and documents required by law and Standard Operating Procedures.
•  Supervises and reviews initial incident investigations and promote a timely responses for all reported incidents.
•  Follows proper key control guidelines in loss prevention and in the property.
•  Assists with promotion and implementation of accident and fire prevention procedures.
•  Incorporates into patrols, which encompass all areas of the property's interior and exterior, an inspection tour of recording system.
•  Follows up on all unusual activities in and around the property that would impair the well being of guests and employees.
•  Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
•  Promotes action plans to monitor and control risk.
•  Oversees all loss prevention operations to include but not limited to patrol process, emergency response, investigations (initial and follow up) for all guest and employee related incidents, shipping and receiving process (makes recommendations for improvement), electronic key system and manager on duties responsibilities.
•  Assists with first aid program for guests and employees.
•  Assists with the claims process and protects company assets by closely monitoring the General Liability and Worker's Compensation cases.
•  Works closely with Meeting Planners to facilitate a successful and safe experience for guests.

Managing and Conducting Human Resources Activities

•  Interviews, selects and trains employees.
•  Appraises employee’s productivity and efficiency for the purpose of recommending promotions or other changes in status.
•  Provides for the safety and security of the employees or the property.
•  Monitors employee attendance and records absences/tardiness.
•  Helps direct supervisors to achieve their own development goals.
•  Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

Ensuring Exceptional Customer Service

•  Meets quality standards and customer expectations on a daily basis.
•  Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.
•  Inspects and critiques the performance of the loss prevention department to establish and maintain a high level of professionalism and customer service.
•  Provides services that are above and beyond for customer satisfaction and retention.

Additional Responsibilities

•  Analyzes information and evaluates results to choose the best solution and solve problems.
•  Develops liaison with local law enforcement and emergency services.
•  Informs and/or updates executives, peers and subordinates on relevant information in a timely manner.
•  Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.