Guest History Co-ordinator
Full job details
Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Follow up on any outstanding requests or problems from the previous day and are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wake-up call requests and deliver to appropriate department. Count bank at beginning and end of shift; secure bank. Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Review shift logs/daily memo books and document pertinent information in logbooks. Receive, record, and relay messages accurately, completely, and legibly. Notify Loss Prevention/Security of any guest reports of theft. Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. Assist guests with accessing the internet.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. 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; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Enter and locate work-related information using computers and/or point of sale systems. Stand, sit, or walk for an extended period of time or for an entire work shift. 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.
Safety and Security
§ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
§ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
§ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
§ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
§ Maintain awareness of undesirable persons on property premises.
§ Notify Security of any guest reports of theft.
Policies and Procedures
§ Protect the privacy and security of guests and coworkers.
§ Follow company and department policies and procedures.
§ Maintain confidentiality of proprietary materials and information.
§ Ensure uniform, nametags, 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.
§ Thank guests with genuine appreciation and provide a fond farewell.
§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
§ Address guests' service needs in a professional, positive, and timely manner.
§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
§ Anticipate 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.
§ Assist other employees to ensure proper coverage and prompt guest service.
§ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
§ Speak to guests and co-workers using clear, appropriate and professional language.
§ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
§ Talk with and listen to other employees to effectively exchange information.
§ Provide assistance to coworkers, ensuring they understand their tasks.
§ Answer 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.
§ Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
§ Operate telephone switchboard station in order to answer telephone calls.
§ Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
§ Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
§ Transfer guests with internet access issues to the internet service provider's customer support line.
§ Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
§ Activate and deactivate guest room message lights as appropriate.
§ Test beepers and radios to ensure communications equipment works properly.
§ Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.
§ Exchange information with other employees using electronic devices (e.g., earpieces, pagers and two-way radios, email).
Working with Others
§ Support all co-workers and treat them with dignity and respect.
§ Develop and maintain positive and productive working relationships with other employees and departments.
§ Partner with and assist others to promote an environment of teamwork and achieve common goals.
§ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
§ Comply with quality assurance expectations and standards.
§ Maintain cleanliness of work areas and public spaces throughout the day, practicing clean-as-you-go procedures.
§ Stand, sit, or walk for an extended period of time or for an entire work shift.
§ Enter and locate work-related information using computers and/or point of sale systems.
§ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
§ Read and visually verify information in a variety of formats (e.g., small print).
§ Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
§ Accommodate requests for room changes when possible.
§ Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
§ Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
§ Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
§ Assign room according to guest request and preferences whenever possible.
§ Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
§ Sell a room/accommodation to guests without reservations based on availability.
§ Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.
§ Verify and adjust billing for guests.
§ Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
§ Communicate to appropriate staff that there are guests that are waiting for an available room.
§ Ensure rates match market codes and that any exceptions are documented and include an explanation.
§ Sign guests up for Marriott Rewards.
§ File guest paperwork or documentation.
§ Review requests for late check-outs and approve according to occupancy.
§ Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
§ Clear departures in computer system to document rooms that are no longer occupied.
§ Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
§ Count bank at end of shift and secure bank.
§ Process all payment types such as room charges, cash, checks, debit, or credit.
§ Balance and drop receipts according to Accounting specifications.
§ Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
§ Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
§ Provide change to guests.
Obtain manual authorizations and follow all Accounting procedures when computer system is down.
§ Log all guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation of guest problems and solution.
§ Print contingency lists to have a record of all guests in case of emergency.
§ Run daily reports (e.g., number of arrivals, departures), identify any special requests, and check reports for accuracy.
§ Complete designated cashier and closing reports in the computer system.
§ Run credit card authorization report and check for discrepancies.
§ Review shift logs/daily memo books and document pertinent information in logbooks.
Organize, secure, and maintain all files and records in accordance with document retention and confidentiality procedures.
§ Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
§ Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
§ Answer, record, and process all guest calls, requests, questions, or concerns.
§ Receive, record, and relay messages accurately, completely, and legibly.
§ Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
§ Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
§ Follow up with guests to ensure their requests or problems have been met to their satisfaction.
§ Accept and record wake-up call requests and deliver to appropriate department.
§ Deliver wake-up calls for guests at requested time.
At Your Service/Delighted to Serve
§ Follow up with guest regarding satisfaction with guest-related issues.
§ Respond to special requests from guests/residents with unique needs.
§ Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
§ Computer Skills
§ Problem Solving
§ Team Work
§ Customer Service Orientation
§ Diversity Relations
§ Interpersonal Skills
§ English Language Proficiency
§ Telephone Etiquette Skills
§ Applied Reading
§ Positive Demeanor
§ Safety Orientation
§ Stress Tolerance
§ Time Management
§ Physical Strength
§ Manual Dexterity
§ Hand-Eye Coordination
§ Visual Acuity
§ Microsoft Office
High school diploma/G.E.D. equivalent
Related Work Experience
No related work experience is required
No supervisory experience is required
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.